Helpdesk Operations Lead
About Pinterest:
Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. In your role, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping Pinners make their lives better in the positive corner of the internet.
The IT Operations team at Pinterest solves problems in innovative and creative ways, and this role is an opportunity to have a big impact. You’ll join a team whose mission is to provide joy through frictionless support that is globally consistent. As a Helpdesk Operations Lead, you will be responsible for handling escalations, training our Helpdesk technicians and implementing changes to our service through strategically focused projects.
What you’ll do:
- Escalation point for the IT Ops helpdesk
- Training on tools and coaching on customer service
- Brainstorm, create and modify new and current IT ops Helpdesk processes
- Execute on projects that improve the Helpdesk experience for our end users
What we’re looking for:
- Motivated team player capable of working independently when necessary
- Project focused thinker, who is able to think on a high level and work with team members to comprehend multi-faceted projects
- Strong technical background in Macintosh computer troubleshooting
- Strong customer service skills, including VIP support
- Ability to multitask and work well under pressure