IT Support Manager

  • St. Louis, MO
  • Full-time

Company Description

Cash App is the fastest growing financial brand in the world. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app with over 24 million monthly active users. We are bringing a better way to send, spend, invest, and save to anyone who has ever sought an alternative to the traditional banking system. Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible. We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.

Job Description

As the CashApp ITsupport lead you will help develop a world class IT support team, 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 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.

Qualifications

You will:

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

 

You have:

  • 10+ 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
  • 3+ 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
  • Paid time off
  • Learning and Development resources