Head of Mission Control

  • San Francisco, CA
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

As the Head of Mission Control, you will help envision the future of Square’s IT support, and lead our journey of providing outstanding customer service to our employees globally. You are someone who obsesses about the employee experience and wants to build a culture where our customers, Squares, always come first. You understand how a high-functioning Global IT Service Desk can positively improve employee satisfaction and organizational success. You will lead a global team of IT practitioners and have the support your team members in their careers and to achieve their development goals. You will report directly to the Head of Information Technology.

 

You will: 

  • Lead our Global IT Support organization responsible for end-user IT support at Square
  • Develop processes to meet the global support needs of Square
  • Lead the transformation from reactive to proactive to predictive
  • Partner with other teams in IT and across multiple teams in Square to create new user experiences that enhance employee productivity
  • 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
  • Develop ongoing reports on ticketing trends and team performance
  • Coach IT Support Managers and specialists to provide an exceptional customer service experience

Qualifications

  • 12+ years of relevant technical and functional experience in any of the following fields - IT, cloud computing, virtualization and global infrastructure, networking, security, and software development
  • 6+ years of directly managing an IT organization
  • Experience with industry-standard operational practices such as change management, incident management, problem management, and vendor management
  • Distill complex issues into solvable and applicable tasks
  • A passion for pushing boundaries and questioning the status quo
  • Ability to work with technical and non-technical, cross-functional groups

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Flexible time off
  • Learning and Development resources