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Desktop Manager Purchasing in San Francisco-Xoom at PayPal

Date Posted: 1/4/2019

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 254 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The AMER Onsite Support Manager will be responsible to lead a team of technicians and analysts dedicated to providing enterprise level desktop level support and onsite services. This candidate will help to manage the purchasing for desktops, laptops, accessories, and site-specific equipment to enable our end users in AMER within mixed captive and non-captive environments. This candidate must be able to provide global leadership across the organization and provide direction to guide team members’ success. The AMER Onsite Support Manager should possess strong communication skills, both verbal and written – and be extremely detail oriented. This candidate will help to implement an effective ordering process and to drive efficient innovative technology ordering practices to improve the experience of our end users while controlling cost of equipment. This candidate will work with globally aligned teams to cross-train engineers to implement critical improvements across the enterprise. The successful candidate will have a track record of working well with peers and leadership inside and outside IT; shaping IT support strategies and making key decisions in an information-limited environment and must also be able to perform advanced project management activities for assigned projects. The AMER Onsite Support Manager will demonstrate prior success in working in dynamic and changing environments and have proven abilities to lead through example.

Responsibilities:

  • Ensures end users are provided efficient, effective, and timely support for ordering of desktops, laptops, accessories and site-specific equipment; manages staff scheduling to ensure optimal coverage and responsiveness. 
  • Manages end user, internal, escalated, and communications; invokes escalation procedures as appropriate. 
  • Understands the approved PayPal devices, available machine specs; provide guidance to techs on hardware sand peripheral standards.  Research special requirements and work through processes for special equipment needs. 
  • Identifies incident commonalities and oversees problem management and root-cause identification exercises to identify and correct major problems.
  • Drive team goals based on performance standards. Ensures that daily, weekly, and monthly metrics, key performance indicators, status reports, and graphical reporting aids are completed and continually improved to meet the needs of the department.
  • Maintain individual team metrics and use results to help develop individuals and improve team performance. Establish a cycle of continuous service improvement with measurable improvement targets.
  • Contribute to enterprise-wide knowledgebase and provide comprehensive steps to improve knowledgebase.
  • Provides staff leadership, direction, supervision, training and development. 
  • Communicate regularly with staff through group meetings and individual sessions; ensure issues/input from team is listened to and that organization/department strategy/goals/decisions are communicated consistently and in a timely manner.

Skill and Abilities:

  • Strong written and verbal communication skills.
  • Team player; enjoys working collaboratively as part of a team as well as working independently to produce results.
  • Detailed oriented and has the ability to work on multiple projects, prioritize and meet deadlines.
  • Able to interact with clients and colleagues at all organizational levels.
  • Ability to plan and prioritize work while responding to rapidly changing priorities.

Qualifications:

  • Minimum 7 years of management experience in a service environment with more than 10,000 customers in multiple locations. 
  • Demonstrated experience driving innovation and process improvement initiatives required. 
  • Knowledge and experience with supporting an operations center, ticketing systems and or similar service management tools preferred. 
  • Ability to work under pressure and within strict time constraints while working in a changing environment with continually changing direction and requirements.
  • Ability to communicate technical issues to business leaders as well as to communicate contact drivers to engineers (written and verbally).

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

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