Associate Manager - IT Service Desk

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

As an Associate Manager of IT Service Desk at Coinbase, your primary responsibility is to oversee daily Support Operations in the AMER region. Your job involves working side-by-side with Senior Service Desk Agents in a technical capacity, ensuring Support Operations remain healthy, creating and maturing our Problem Management practice, acting as an escalation point, collaborating with various stakeholders, and ensuring knowledge is shared globally within the team. 

What You’ll Be Doing:

• Provide support to your IT Service Desk Managers as a point of escalation, knowledge, information dissemination, and support operations
• Work as a Senior IT Service Desk Engineer along with your peers to tackle complex problems, and develop and maintain business workflows, often in association with other teams or functions within Coinbase
• Utilize Problem Management practices to identify, analyze, and resolve the root causes of issues or incidents to prevent recurrence and minimize the impact of future issues
• Coach and support a team of  IT Service Desk agents, some of whom will report directly to you, proactively identifying and addressing quality gaps in operational tasks or documented processes while maintaining existing service delivery standards
• Play a proactive role in our IT Operations Agile project sprints, OKR goal planning and execution
• Act as a contact point for business stakeholders and help process between business requirements/requests and IT process intake
• Proactively seek to address operational deficiencies, within our service scope, upstream, or with partner teams
• Effectively collaborate with, and seek feedback from partner teams
• Participating in an on-call rotation 

What We Look For In You:

• The mission of Coinbase resonates with you, and you are eager to learn more about crypto
• Mid-level experience managing and training IT support team members
• Technical experience in OSX, iOS, and Chrome OS operating systems 
• Admin level knowledge of Jira Service Desk, or similar ticketing system
• Mid-level networking knowledge and troubleshooting ability
• Excellent administration experience with Google for Business Suite, Atlassian tools, Okta, Jamf
• Demonstrable troubleshooting methodologies, Problem Management skills and root cause analysis
• Inclusive, people-focused leadership skills
• Exceptional writing and editing skills, combined with strong presentation and public speaking skills, to effectively communicate strategies and updates to stakeholders at all levels
• Strong sense of accountability and a drive for efficiency, constantly seeking better ways to improve processes and deliver high-quality output
• Strong team player mindset, collaborating effectively with colleagues and fostering a positive and inclusive work environment
• Continuously seeking learning opportunities to stay updated with industry trends and best practices
• Able to facilitate and conduct training effectively, guiding and supporting colleagues

Nice To Haves:

• You possess a crypto wallet/address/identity and can demonstrate current knowledge of fundamental crypto concepts
• ITSM applicable certifications
• Experience with ITSM practices like Problem, Incident and Change management
• Degree in Computer Science, Information Systems, Business Administration, or a related field
• Proven success as a leader in a user-centric environment
• Familiarity with user segmentation, A/B testing, and behavioral analytics tools

ID: P62204