Job Description:

He/She will lead our IT support operations and the personnel that assist Remitly employees with their technology inquiries. To do so, he/she should be hands-on technical expert and commit to providing an outstanding support experience for all employees. He/She will mentor and oversee our support team, become responsible for our service commitments to be met, and ensure that we have enough office hardware supplies and software licenses to meet our employee's IT needs. Moreover, he/she will collaborate on projects to improve overall system performance or user experience.

He/She Will:

• Foster positive end-user relationships and promote customer satisfaction.

• Promote continuous improvement of support efforts, desktop administration, and communication services delivery for all Remitly employees.

• Collect feedback to determine issues patterns, lead the resolution, and provide inputs that the Global IT will use to build controls and quality checks.

• Facilitate the Technical Support/knowledge base. Later supplied to the employees to ease troubleshooting events.

• Oversee Asset Management and Inventory. You will manage the department's office equipment (software and hardware) purchases; this requires the analysis of technology trends and recommendations for effective and cost-conscious solutions to IT needs. Inspect the use of technological equipment and software to ensure functionality and efficiency.

• Lead team efforts and integrates the skills and strengths of individuals across teams for project and organizational success.

• Contribute to accomplishing the department's support service objectives by supervising employees and monitoring their progress and performance. This involves the development of IT employees through coaching, counseling, and disciplining.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.