What You'll Do
Leverage AI tools to innovate and improve efficiency with Helpdesk processes
Co-manage & administer our SaaS environment, including identity access management (SSO integrations), O365, and other major platforms
Create comprehensive policy and process documentation for both IT staff and Hippo employees
Manage team performance globally (U.S., Poland) through Service Level Objectives, ensuring commitments to Hippo are met and exceeded
Lead cross-functional projects as a key stakeholder, highlighting and championing company impact including user experience, security, infrastructure, and others
Translate project requirements into actionable objectives and deadlines for IT Support staff
Identify gaps in current technology, systems, and operations, and engineer scalable solutions
Provide hands-on technical and policy escalation support
Must Haves
6+ years of experience in a modern IT Support environment
3+ years of experience managing/leading projects
2+ year(s) of people management or team leadership experience
Hands-on experience managing/administering modern identity providers, device management, and other enterprise tools like Slack, Teams, Zoom, etc.
Subject matter expert in one or more modern enterprise tools
Experience with video conferencing solutions and support
Extensive technical knowledge of recent desktop operating systems (I.e. macOS, Windows)
Strong understanding of support ticket management, tracking metrics and trends, and defining/enforcing best practices
Excellent communication and interpersonal skills to interact with key stakeholders in partner teams and company leadership
Strong attention to detail and a passion for correctness
Passion for continuous improvement, scalability, and the user experience
Benefits and Perks
Hippo treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our Hippos with:
Healthy Hippos Benefits - Multiple medical plan options, 100% covered dental and vision for you and your family, and a wellness program that rewards healthy habits. We also offer a 401(k)-retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)
Equity - This position is eligible for equity compensation
Training and Career Growth - Training and internal career growth opportunities
Flexible Time Off - You know when and how you should recharge
Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers
Hippo Habitat - Snacks and drinks available and catered lunches for onsite employees
Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion. Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.
Applicant & Employee Privacy Notice (CCPA/CPRA)
