Lead Territory Tech

About The Opportunity

We are looking for a Lead, Territory Technology to support the service delivery of WeWork IT & AV infrastructure in the territory. This role will be focused on supporting a territorial and local team in working with a variety of stakeholders to ensure our Members receive a seamless and memorable Technology experience.

In this role, you will:

• Work within a cross‑functional team on WeWork Technology escalations, including responding to escalations, coordinating vendors & internal teams, and following up through to resolution.
• Assist with monitoring the availability and reliability of the WeWork technology infrastructure within the territory and ensure all correct processes are followed in the event of an incident.
• Engage vendors to ensure best‑in‑class support and service, including ensuring compliance of KPIs, SLAs and other performance measures.
• Troubleshoot and respond to support requests as/when needed.
• Report Technology‑related OPEX costs and revenue (from sold Technical Services) and track Member Technology‑related NPS in the territory.
• Administer documentation on technical services and assets, and perform service acceptance for each project in the territory.
• Seek to exceed Member expectations in the delivery of the core technology components of our Memberships.
• Work with vendors to conduct Planned Preventative Maintenance activities to proactively identify and resolve technology issues.
• Engage third‑party vendors for operational projects and approved installs/removals.
• Coordinate and partner with our Service Desk, NOC and Network Engineering teams for troubleshooting and resolution of LAN & Wireless Network issues.
• Educate and assess capabilities related to IT troubleshooting practices for the location‑based Community Teams so they can provide level‑one technical support to Members.
• Drive continuous improvement by using existing, emerging, and innovative technologies to enhance the Member experience and streamline technology services processes.
• Proactively ensure that in‑building technology issues are anticipated and resolved before they happen, by identifying trends in ticket data, member experience surveys, and chronic or recurring IT problems.
• Partner with other internal teams, follow through to resolution, and direct internal escalations as required.
• Support mission‑critical infrastructure for Corporate employee locations and partner directly with internal and external teams for expedited resolution.
• Be on‑site and occasionally travel between multiple sites within the territory as needed; this is not a remote/WFH position.
• Occasional overnight travel between markets may be required.

About You

Qualifications and skills:

• Bachelor’s degree in a relevant technical field or an associate degree, and 2+ years of technical experience preferred (support, field work, CCNA, etc.).
• Demonstrable understanding of networking.
• Discretion and judgment in evaluating problems and creating solutions for Members.
• Build positive relationships with Members and employees, fostering teamwork and collaboration within your direct team and internal/external stakeholders.
• Excellent customer‑service skills, including empathy, diplomacy, and problem ownership.
• Effective communication of technical information, both verbal and written, to a wide range of end‑users, including non‑technical users.
• Proactive self‑starter who can work autonomously as well as collaboratively.
• Advanced knowledge of Microsoft and Apple‑based business applications and operating systems.
• Familiarity with networking principles, architecture and basic support (cable testing, ping tests, traceroutes, and OS‑specific network configuration).
• Technical certifications (a plus): CompTIA A+, Network+, CCNA, CCNP, Microsoft/Mac certifications or equivalent.