Territory Technology Lead

Lead, Territory Technology

We are looking for a Lead, Territory Technology to support the service delivery of WeWork IT & AV infrastructure in the territory.

Responsibilities

• Work within a cross-functional team on WeWork Technology escalations – respond to escalations, coordinate vendors & internal teams, and follow-up through to resolution.
• Assist with monitoring the availability and reliability of the WeWork technology infrastructure within the territory and ensure all the correct processes are followed in the event of an incident.
• Engage vendors to ensure best-in-class support and service, including ensuring compliance of KPI's, SLAs and other performance measures.
• Troubleshoot and respond to support requests as/when needed.
• Responsible for the reporting of Technology related Opex Costs and Revenue (from sold Technical Services) and tracking Member Technology-related NPS in the territory.
• Responsible for the administration of documentation on technical services and assets, 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 to ensure they can provide level one technical support to the Members.
• Drive continuous improvement – use existing, emerging, and innovative technologies to enhance the Member Experience and improve/streamline technology services processes.
• Proactively ensure that issues with in-building technology are anticipated and resolved before they happen by identifying trends in ticket data, member experience surveys, and identifying chronic or recurring IT issues.
• Partner with other internal teams and 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.
• Ability to be on-site and occasionally travel between multiple sites within your territory as needed (not a remote/WFH position). Occasional overnight travel between markets may be required.

Qualifications

• A Bachelor's degree in a relevant technical field or an associate degree and 2+ years of technical experience preferred (support, field work, CCNA, etc.) with a demonstrable understanding of Networking.
• Ability to use discretion and judgment in evaluating problems and creating solutions for Members.
• Ability to build positive relationships with our Members and employees by using your specialized capabilities to ensure a positive outcome including fostering teamwork and collaboration within your direct team and internal/external stakeholders.
• Demonstrate excellent customer service skills including empathy, diplomacy, and problem ownership.
• Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users.
• Alongside good technical skills, the ideal candidate will be a proactive self-starter with the ability to work autonomously as well as collaboratively.
• Advanced knowledge of the operation of Microsoft and Apple based business applications and operating systems.
• Familiarity with networking principles, architecture and basic support (e.g. cable testing, ping tests, traceroutes, and operating system specific network configuration).
• Technical certifications (a plus): CompTIA A+, Network+, CCNA, CCNP, Microsoft/Mac certifications or equivalent.