IT Support Manager

Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers’ pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace.

Harness is led by technologist and entrepreneur Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7B. We’re backed with $425M in venture financing from top-tier VC and strategic firms, including J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures, Norwest Venture Partners, Adage Capital Partners, Balyasny Asset Management, Gaingels, Harmonic Growth Partners, Menlo Ventures, IVP, Unusual Ventures, GV (formerly Google Ventures), Alkeon Capital, Battery Ventures, Sorenson Capital, Thomvest Ventures and Silicon Valley Bank.

Position Summary

Harness is seeking an IT Support Manager for their Bangalore, India location. In this role, you will lead a team of highly-collaborative and results-oriented individuals tasked with delivering global IT services across the company. This is an in office role. Success in this role hinges on strong technical skills, outstanding customer service capabilities, and the capability to effectively manage a team.

Key Responsibilities

• Manage and scale an IT Support Team to support company needs as a distributed global company.
• Provide support, administration, maintenance and optimization of key functional areas across applications and services.
• Audit IT systems, devices, other workspace applications and ensure security of data, network access and IT systems.
• Manage the full lifecycle of supplying, setting up, implementing endpoint security, and delivery of laptops to our employees in India.
• Responsible for the Asset Management program for End User Services / End User Service Delivery.
• Customer service management. Translate ‘lessons learnt’ into continual service improvement.
• Produce proactive reports, trending analysis, service level reporting, and SLA compliance.
• Be an escalation point and hold regular 1:1's with direct reports.
• Provide internal users with technical support and troubleshooting for hardware, software, and network issues.
• Manage user accounts and access, including onboarding, offboarding, and access management, ensuring compliance with company policies and procedures.
• Assist with onboarding and offboarding processes, including new hire orientation and equipment procurement.
• Resolve IT tickets, documenting incidents, service requests, and troubleshooting steps in a timely manner; providing excellent customer service and escalating issues to senior team members or other departments as needed.
• Provide hardware and software support for desktops, laptops, conference room equipment, and other systems in the corporate IT environment.
• Create and maintain user-facing documentation, training materials, and knowledge base articles to reduce support tickets and improve user self-service capabilities.
• Collaborate with the IT team on bi-weekly sprints, managing and assigning tasks, monitoring tasks through completion.
• Provide clear and concise communication for regular updates and information on system issues, root cause and resolutions with management, peers and stakeholders.
• Lead and manage key IT projects and initiatives, owning project planning and providing technical expertise, implementation, and testing.
• Follow and improve established procedures and protocol, and maintain documentation related to asset tracking, systems environments, and processes.
• Collaborate with other departments to provide support and guidance on upcoming initiatives as needed.
• Maintain a security-first mentality and comply with company IT security policies and procedures.
• Stay updated with the latest IT trends and technologies, and proactively contribute to process improvements and optimization.
• Perform other IT-related duties as assigned by the Head of IT or other team members.
• Participate in on-call rotation for after-hours support, as required.
• Manage vendor relationships and purchasing.
  
  

Qualifications

• Minimum of 7 years of experience in enterprise IT applications, with at least 3+ years in a leadership role managing support teams.
• Ability to motivate and lead a team in a fast-paced environment.
• Strong technical skills in hardware, software, and network troubleshooting.
• Experience with user account management, access control, and onboarding/offboarding processes.
• Proficient in using IT ticketing systems and project management tools.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively through external resources and communicate with both technical and non-technical stakeholders.
• Strong documentation and organizational skills.
• Knowledge of IT security best practices and compliance requirements is a plus, but not required.
• Experience with office buildouts and managing vendors.
• Strong experience with Okta, Jamf, Meraki, Google Workspace, and Slack.
• Experience with Asset Panda, Manage Engine Endpoint Central, Carbon Black, Mimecast, FreshService, and LastPass is preferred but not required.
  
  

Harness In The News

• Harness Grabs a $150m Line of Credit
• Welcome Split!
• SF Business Times - 2024 - 100 Fastest-Growing Private Companies in the Bay Area
• Forbes - 2024 America's Best Startup Employers
• SF Business Times - 2024 Fastest Growing Private Companies Awards
• Fast Co - 2024 100 Best Workplaces for Innovators
  
  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

Note on Fraudulent Recruiting/Offers

We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Harness. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers.

Please note, we do not ask for sensitive or financial information via chat, text, or social media, and any email communications will come from the domain @harness.io. Additionally, Harness will never ask for any payment, fee to be paid, or purchases to be made by a job applicant. All applicants are encouraged to apply directly to our open jobs via our website. Interviews are generally conducted via Zoom video conference unless the candidate requests other accommodations.

If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Harness, please do not provide any personal or financial information and contact us immediately at security@harness.io. You can also find additional information about this type of scam and report any fraudulent employment offers via the Federal Trade Commission’s website (https://consumer.ftc.gov/articles/job-scams), or you can contact your local law enforcement agency.