Senior IT Technical Support Manager

Job Description

Posted on: 
May 13, 2022

About Faire

Faire is an online wholesale marketplace built on the belief that the future is local — there are over 2 million independent retailers in North America and Europe doing more than $2 trillion in revenue. At Faire, were using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.

By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.

About this role:

Faire is looking for a SeniorSupport Manager to join our IT Team. In this role, you’ll be tasked with leading a team of IT Support Technicians with a laser focus on creating a world-class technology experience for all of our internal users. In supporting this mission, you’ll work to exceed SLA compliance goals, develop key metrics to measure team performance and customer satisfaction, create new and refine existing processes to increase efficiency, and drive knowledge sharing and cross-functional collaboration, Faire heavily values learning, development and your guidance and advocacy will enable them to achieve their goals for new skills and career development. We’re looking for someone who is passionate about the latest technology, is a proven and experienced leader, and is eager to embark upon a journey of growth and development with our team.


What you’ll do 

  • Craft and develop the overall vision and strategy for IT Support to further overall team and business objectives through rapid change and explosive company growth
  • Hire, develop, build, and retain a global, world-class technical support team motivated to achieve goals and break new ground to achieve business objectives and individual career goals
  • Take full ownership over day-to-day technical requests and incident management for Faire’s internal IT Support Team
  • Direct and drive a world-class end user experience across global locations and a distributed remote workforce
  • Create, review, report, and continuously improve team metrics and key performance indicators that measure team performance 
  • Build relationships with leadership across the organization to understand needs and align stakeholders across teams to develop collaborative solutions to improve IT Support capabilities
  • Create and define escalation processes and ensure processes are followed
  • Develop and maintain a roadmap of tactical and strategic initiatives that elevates your team, the user base, and the company through automation, process improvement, and other improvement tactics
  • Plan, lead, and complete projects that engage the team to expand the capabilities and efficiency of the support team
  • Set and drive achievement of goals both at a support team-level and an individual level to eliminate blockers and obstacles and unlock potential and growth
  • Function as a primary point of escalation for technical and user issues, ensuring that proper process and procedures are followed throughout the escalation and resolution process
  • Provide qualified thought leadership across the company regarding technical needs and the services and capabilities that can be provided by the IT Support Team



  • 5+ years leading a global support organization with further background working as a member of IT Support organizations at scale
  • Proven experience planning and managing large technical programs and projects
  • History of attracting and developing top-level talent and coaching and developing them to do the best work of their careers
  • Demonstrated ability to develop metrics and drive performance to KPIs
  • Passion and dedication to creating an amazing employee technology experience
  • Understanding of data analysis, with the ability to understand, break down, and develop complex reports and visualizations
  • Collaborative and team-oriented with the ability to effectively delegate tasks based on individual strengths to optimize performance
  • Elite technical troubleshooting ability
  • Passion for technology, driven to keep up with the latest trends
  • Strong service orientation and passion for delivering innovative solutions
  • Exceptional written and verbal communication
  • Unflappable commitment to growing your team and those around you with an ability to seek out and engage the proper tools, opportunities, and relationships for career development

Why you’ll love working at Faire

  • We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is an owner of the business and taking part in the founding process.
  • We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
  • We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
  • We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.

Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London, New York, LA, and Sao Paulo. To learn more about Faire and our customers, you can read more on our blog.

Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.


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