IT Support Manager

Experteer Overview

In this role you lead a regional IT support team within Amazon's IT Services, driving high-value service delivery for corporate operations. You collaborate with engineering and operations to incorporate customer feedback and address usability concerns, while maintaining top-tier customer satisfaction. You will define metrics and use data to steer team behavior and outcomes, operating cross-functionally with legal, senior management, and site leadership. This position offers impact through standardization, regional growth support, and improving how our internal customers experience our systems and infrastructure. You will work in a fast-paced, customer-centric environment that values problem‑

Retribuzione / 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 very high customer satisfaction and positive work experience for Amazonians
• Define and analyze metrics to drive team performance toward goals
• Work cross-functionally with legal, technical, senior management, and site leadership
• Occasionally travel to meet remote staff and customers
• Develop and uphold Operational Excellence metrics by analyzing how customers interact with services and infrastructure

Responsabilità

• Experience leading IT support or operations teams
• Solid understanding of networking and desktop technology
• Creative thinker with strong analytical and problem-solving skills
• Ability to perform well under pressure and in issue resolution with customers
• Strong written and oral communication skills
• Ability to influence, negotiate, and communicate with internal and external partners

Requisiti fondamentali

• Solid foundation in computer science or related field
• Proven experience in IT support or operations leadership
• Strong technical background in networking, desktop technologies, and system administration
• Excellent analytical, problem‑solving, and interpersonal skills
• Effective communication with internal and external stakeholders