We’re excited to grow our team and are looking for a Helpdesk & IT operations team lead who lives by our core values: putting People First, being Customer-Obsessed, striving for Excellence, and maintaining Integrity in all they do.
About Claroty:
Claroty is on a mission to secure cyber-physical systems across industrial, healthcare, commercial, and public sector environments: the Extended Internet of Things (XIoT). The Claroty Platform integrates with customers’ existing infrastructure to provide a full range of controls for visibility, exposure management, network protection, threat detection, and secure access. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.
Claroty is headquartered in New York City, with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. The company is widely recognized as the industry leader in cyber-physical systems protection, with backing from the world’s largest investment firms and industrial automation vendors, as well as recognition from KLAS Research as Best in KLAS for Healthcare IoT Security, the Deloitte Technology Fast 500, the Forbes Cloud 100, and the Fortune Cyber 60.
What we are looking for:
Job Summary: The Helpdesk & IT Operations Team Lead will be responsible for overseeing the daily operations of the IT helpdesk and IT operations team. This role requires a strong leader with excellent technical skills and a passion for providing top-notch customer service. The ideal candidate will have a proven track record in managing IT support teams, and ensuring the efficient resolution of technical issues.
Team Leadership:
Lead, mentor, and manage the IT helpdesk and operations team.
Foster a positive and collaborative team environment.
Conduct regular performance reviews and provide feedback to team members.
Ensure team members are trained and up to date on security protocols and contribute to maintaining the organization’s security posture.
IT Support
Oversee the handling of IT support requests, ensuring timely and effective resolution.
Develop and implement processes to improve response times and customer satisfaction.
Monitor and report on key performance indicators (KPIs) related to helpdesk operations. (first response time, resolution time, and user satisfaction scores).
IT Operations
Manage the day-to-day operations of IT infrastructure, including servers, networks, and applications.
Ensure the availability, performance, and security of IT systems.
Work with IT teams and stakeholders in different regions to ensure alignment on operational priorities and best practices.
Ability to manage multiple priorities in a fast-paced environment while maintaining high-quality standards and meeting deadlines under pressure.
Automation & Process Improvement:
Identify opportunities to automate routine tasks and improve IT processes.
Drive continuous improvement efforts to streamline IT operations and enhance efficiency.
Incident Management:
Lead the resolution of major incidents, coordinating efforts across teams to minimize downtime.
Conduct root cause analysis and implement preventive measures to avoid recurrence.
Documentation and Training:
Develop and maintain comprehensive documentation for IT processes and procedures.
Conduct training sessions for team members and end-users to enhance IT literacy.
Promote knowledge sharing and collaboration across the team to ensure collective expertise is utilized.
Vendor Management:
Manage relationships with external vendors and service providers.
Negotiate contracts and ensure compliance with service level agreements (SLAs).
