Meraki is making IT easier, faster, and smarter. As a business unit of Cisco Systems, Meraki is the fastest growing, cloud-managed networking team in the world with products and technology architecture that are changing the face of enterprise networking and making cloud-managed IT a reality. Headquartered in San Francisco, the team has a growing international footprint with offices in Europe, Australia, Singapore, Japan, and China.
We are looking for a global IT Support Manager located in San Francisco that can lead our support teams around the world to deliver and enable our Meraki employees to work effectively by addressing issues quickly in a prioritized manner.The ideal candidate utilizes their strong technical skills developed through previous Service Desk management experience and has an understanding of how a high-functioning Global Service Desk can have a positive impact on employee satisfaction and organizational success. You possess a problem-solving attitude, with the ability to motivate your team to achieve the goals you’ve defined. You also have the leadership skills to support your team members in their careers and to achieve their development goals. You balance the organizational needs of a process-driven approach with the flexibility needed to adapt to an evolving environment, keeping the goal of exceptional customer experience as your foundation. If you are someone that loves driving change by bringing others on board with your vision, ready to join a growing team, and passionate about leadership - we would love to hear from you!
What you’ll do:
- Advise Meraki Leadership on recommendations for improved processes and systems to meet the global support needs for the entire organization.
- Lead, grow and mentor our Global Service Desk team members located in different offices across the globe.
- Define and establish best practices across the organization to optimize the delivery of IT services and solutions to our end-users at Meraki.
- Define and achieve SLAs for Support, supporting the team by either solving or delegating Support escalations.
- Develop, manage, and coach Service Desk specialists to deliver an exceptional customer service experience.
- Work with the appropriate stakeholder(s) to resolve all escalated Service Desk requests, partnering with your team to learn from the experience.
- Develop Weekly, Monthly and Quarterly reports on ticketing trends and team performance.
- Monitor, report, and analyze team efforts to drive improvement in team performance.
- Identify trends in support requests and opportunities for improvement.
- Ensure compliance with Onboarding / Offboarding guidelines, working to define processes and procedures to guide your team.
- Partner with other teams in IT to deliver inventory, fleet management and maintain our Mac and Windows endpoints.
- Follow up with end-users on experience and expectations, to inform program adjustments and improvements.
- Partner with the IT Enterprise Applications and Infrastructure teams for implementation, access control, and improvement of SaaS products.
- Ensure both adequate virtual and onsite coverage and staffing to provide global support.
Knowledge, Skills, and Abilities:
- 3+ years of experience as an IT Support Manager or similar leadership role
- Experience building and leading inclusive, globally distributed teams of 10+ IT specialists, with an emphasis on team engagement and development
- Experience creating SLAs and working with KPIs in a globally distributed environment to effectively monitor performance and drive improvements
- Experience developing and implementing global support programs and initiatives to improve end user experience
- Advanced working knowledge of Windows and Mac OS operating environments
- Solid understanding of Office365, OneDrive, SharePoint and Google Workspace
- Strong background in customer service, with a focus on solving for systemic root causes
- Ability to inject yourself in any escalation, if needed, to troubleshoot advanced hardware and software issues
- Ability to communicate complex technical concepts to non-technical audiences, and relate to practical applications
- Strong passion for IT and being a part of a diverse and growing team
Why Cisco Meraki?
We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.
At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
