Sr Manager, IT Operations

The Trade Desk is a global technology company with a mission to create a better, more open internet for everyone through principled, intelligent advertising. Handling over 1 trillion queries per day, our platform operates at an unprecedented scale. We have also built something even stronger and more valuable: an award-winning culture based on trust, ownership, empathy, and collaboration. We value the unique experiences and perspectives that each person brings to The Trade Desk, and we are committed to fostering inclusive spaces where everyone can bring their authentic selves to work every day.

Do you have a passion for solving hard problems at scale? Are you eager to join a dynamic, globally- connected team where your contributions will make a meaningful difference in building a better media ecosystem? Come and see why Fortune magazine consistently ranks The Trade Desk among the best small- to medium-sized workplaces globally.

What we do:

The Senior Manager, IT Operations is responsible for administering, managing and supporting IT Services for The Trade Desk internal customers.  The successful candidate will be expected to work in a hands-on capacity as well as leverage direct staff and/or third-party resources as applicable. Excellent customer support and a willingness to roll up your sleeves will be critical for success. The position requires broad IT understanding in enterprise technology and hardware, networking principles, management systems, productivity applications and service desk operations to meet the IT department service level objectives. 

What you'll do:

• Lead, mentor and develop a team of IT professionals, fostering a collaborative and high-performance culture. Overseeing recruitment, training and performance management.
• Participates in and leverages global processes for anticipating customer needs and proactively addressing any pain points.
• Report on operational metrics, KPIs, and strategic progress to IT leadership.
• Primary point of contact for escalated operational issues or incidents, coordinating resolution with internal teams or external parties.
• Responsible for the following IT processes and functions:
  • On-boarding/off-boarding process
  • Prioritization of time sensitive business requests and smart decision making to ensure minimal user impact for their regular work day
  • Ensures prompt handling of internal service desk requests, with an accurate assessment of issue severity and business impact.
  • Daily ticket maintenance and management, ensures the requestor stays informed and SLA objectives are reached
  • User adds, moves, and changes
  • Manage the IT Operations coordination for office relocations and build-outs.
  • OS Management; Microsoft Windows and macOS
  • Hardware and application software upgrades to meet business needs
  • Mobile Device and Endpoint Management
  • Planned maintenance
  • Local inventory/asset management and equipment recycling
• Leverage best practices approach towards projects, implementations, and issue resolution; providing status updates and reports.
• Develop and update documentation covering IT standards, policies and procedures.
• Maintains a high level of communication and positive professional relations with our current and/or future vendors and suppliers.
• Demonstrated experience with network protocols (TCP/IP, DNS, DHCP, IPSEC)
• Other duties as assigned

Who you are: 

• Bachelor’s degree in related IT or Management field required and 12+ years of related experience
• Five to eight years of experience supporting a team of 8-10 local direct reports and 2-3 remote staff
• Demonstrable experience in the following areas:
• Outsourced vendor/resource management
• Team management and mentoring
• Experience supporting a multi-location environment
• ITIL best practice and methodologies
• Project management
• Office buildouts and relocations
• Keyboarding skills and computer proficiency with software knowledge to include MS Office
• Excellent interpersonal, written, and oral communication skills required
• Strong customer service and presentation skills
• Ability to analyze customer needs and reach acceptable solutions
• Adherence to company procedures and policies
• Effective team management while participating at a hands-on level
• Ability to maintain confidentiality of information and systems
• Conduct that supports the company’s ethics, core values, and compliance programs

SAFETY REQUIREMENTS

• Commitment to high safety standards and compliance with all safety laws and policies
• Willingness to report safety violations

AVAILABILITY REQUIREMENTS

• Attendance: Must maintain regular and acceptable attendance.
• Regular Hours: Must be regularly available and willing to work at least 8 hours per day, five days per week, or such other hours per day or hours per week as we determine are necessary or desirable to meet business needs.
• After hours, weekends and holidays: Must be available and willing to work from time to time to meet critical business needs.
• On-site Requirement: Must perform duties onsite, except those job duties which are customarily or by their nature performed offsite (such as meetings, deliveries to designated destinations, or training).
• Will be required to carry a company-funded smart phone and expected to respond to urgent calls in a timely manner. This may require remote or occasional on-site support.

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The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

[LA JOBS ONLY] The Trade Desk will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652.

[SF JOBS ONLY] Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.