IT Support Manager

At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online. We hire the world's brightest minds, offering them an environment in which they can relentlessly improve the experience for customers.

The IT Services organization that supports this growth through the implementation of technology solutions including: desktop productivity tools, systems and network infrastructure, and HR/financial systems, and company-wide technology programs such as website availability and latency.

Amazon is searching for a proven and established leader to manage an IT Support team. This leader will be responsible for IT service delivery for corporate operations. This leader will be responsible to drive standardization and communication in the region and tie into IT Services initiatives, owning the needs of the internal customers

Key job responsibilities

• Directly manage a team, building an organization that can support and sustain regional growth and customer need.
• Working closely with engineering and other operations teams to incorporate customer feedback and address key support and usability concerns for customers throughout the region.
• Maintaining very high customer satisfaction and a consistently great work experience for all Amazonians, regardless of location.
• Effectively defining/analyzing metrics to drive team behavior in pursuit of goals.
• Working effectively in a cross-functional environment with legal, technical, senior management teams and site leadership.
• Traveling occasionally to meet with remote staff and customers.
• Developing and holding to Operational Excellence metrics, diving deep into the details and data to understand how our customers interact with our services and infrastructure

Basic qualifications

- 5+ years of experience leading IT support or operations teams

- A solid understanding of networking and desktop technology and proven methods on providing innovative solutions to customers.

- An ability to think creatively and apply strong analytical and problem solving skills, driving issues to resolution.

- Experience dealing well with customers during problem resolution and operating under pressure.

- Strong attention to detail and excellent written and oral communication skills.

- Ability to effectively influence, negotiate, and communicate with internal and external business partners, contractors and vendors to get things don

Preferred qualifications

- Bachelor's degree in Computer science or IT related field

- Experience in lean, six-sigma, process improvement is a plus

- Experience in Systems or Network Engineering position a plus

- Experience in planning and delivery of IT integrations of acquired companies a plus

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.