Experteer Overview
As IT Support Leader, you will steward a regional IT support organization within Amazon’s IT Services, enabling scalable service delivery for corporate operations. You’ll partner with engineering and operations teams to reflect customer feedback and resolve usability issues, driving high satisfaction for Amazonians across locations. You’ll establish and monitor Operational Excellence metrics, dig into data to understand customer interactions, and collaborate cross‑functionally with legal, tech, and site leadership. This role offers a chance to shape regional IT support, standardize processes, and influence outcomes for a fast‑growing, globally connected workforce.
Benefits
* Directly manage a team to support regional growth and customer needs
* Collaborate with engineering and operations to address customer feedback and usability concerns
* Maintain high customer satisfaction and positive work experiences for all Amazonians
* Define and analyze metrics to influence team behavior toward goals
* Work cross‑functionally with legal, technical, senior management, and site leadership
* Travel occasionally to engage with remote staff and customers
* Develop and uphold Operational Excellence metrics by analyzing data on customer interactions
Responsibilities
* Experience leading IT support or operations teams
* Solid understanding of networking and desktop technology; ability to provide innovative solutions
* Creative thinker with strong analytical and problem‑solving skills
* Experience handling customer interactions during problem resolution and under pressure
* Strong attention to detail and excellent written and oral communication
* Ability to influence, negotiate, and communicate with internal and external partners
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