IT Manager, Executive Support

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. 

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. 

Join our team! We’re building a world where Identity belongs to you.

The Business Technology Team

This role joins the Business Technology organization and plays a critical part in realizing our vision to accelerate the delivery of business outcomes across Okta by driving clarity, collaboration, and accountability in everything we do. We enable the broader Business Technology organization in the mission to “Accelerate Okta’s Scale and Growth”.

The IT Manager, Executive Support Opportunity

In this role, you will be responsible for leading our Executive Support Program which focuses on speedy issue resolution for Okta’s executive employees with a high focus on quality and engagement.  You are a subject matter leader that drives issue resolution and has a strong customer focus.  You will collaborate with key team members to lead quick and scalable solutions.  You will lead a dedicated international executive support team that provides high-quality service, consistent messaging, and dynamic support.  You will also share knowledge with our executive employees, helping them to use technology to power their productivity.

In addition, you will be a strong advocate for our executives and admins, learning and understanding their technology challenges and championing change with our technology teams that make it easier for everyone to get their best work done.  Our team is helping to transform the future of work, which isn’t easy but is tremendously fun and rewarding. We work on challenging problems, are data-driven, and always focus on the employee experience. Our goal is to make sure that our executive audience has an amazing technology experience and that they have everything they need to be successful.

What you’ll be doing 

• Hands-on leader that can provide daily onsite and remote IT support for our executive employees and their administrative assistants
• Build key measurements of success and streamlined processes for the executive program
• Lead meetings with our key business partners to ensure we have a voice to champion our executive audience
• Build a sustainable and scalable program that provides a global presence for all our executive employees and their admins
• Break/Fix support as issues are discovered and resolving issues promptly
• Proactively look for opportunities to increase customer and team productivity
• Effectively communicate with our executive customers and stakeholders with empathy and a customer-first mindset
• Identify the root cause of issues and document them in RCA documents
• Create knowledge articles and videos to enable our team and executive customers with technology best practices
• Drive a seamless and amazing onboarding experience for our new executives
• Strive to resolve all executive employee support interactions on the first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment
• Ability and willingness to travel 25-50% of the time to other Okta offices or for offsite events

What you’ll bring to the role

• 4+ years of proven experience in leading and building an executive support program 
• 4+ years of leading and building teams to empower and support their growth
• 4+ years supporting executive-level customers in corporate environments
• 3+ years supporting AV events in corporate environments
• 8-10 years experience with Mac and PC technical support 
• 8-10 years experience working in a heavily SaaS-based environment with responsibility for managing user/role-based access to systems 
• Flexible for early morning coverage and some late evening support.  
• Experience with high-priority escalations and high-pressure situations
• Strong ability to multi-task and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively, while ensuring a high level of accuracy and attention to detail
• Excellent communication skills and customer service attitude
• High level of integrity and ability to work discreetly in situations where you may have access to sensitive