Remote job description

Here at Wise we're working to create a seamless IT experience by offering all the tools and permissions people need to do the best work they can, and simultaneously avoid being a speed hump.

The teams that support all this is called User Technology (UT). UT consists of autonomous teams that build and maintain everything needed to support our company mission. These teams include Device Management, Conferences and Events, Network Infrastructure, Service Management and User Access Management organized into various engineering and support functions. Our UT Team in APAC supports our 350 Wisers across 9 offices in the region

Your mission:

We're looking for an exceptional Lead for the UT Support Team. As the name suggests the team looks after everything IT Support would entail, from issuing technical equipment (laptops and peripherals), to 1:1 troubleshooting and repairs. It will be your responsibility to lead and drive the team forward. You'll also:

  • Lead a small team of 4-5 UT Support Technicians by providing individual support and development, as well as ensuring that the team maintains a high level of service for our Wisers
  • Coach and assist your team members on the day-to-day operations
  • Build and maintain working relationships with suppliers and internal stakeholders
  • Provide technical support for Wisers' seeking assistance
  • Assist to recruit, train, and support IT Support Technicians and set hiring forecasts
  • Be an encyclopedia on Wise's IT products and services
  • Install, modify, and repair computer hardware and software
  • Help acquaint new users with tools & tech in Wise
  • Ensure standards are maintained and in line with the rest of UT
  • Seek to improve processes by handling escalations, responding to queries, and providing hands on support as time allows
  • Monitor Wise user feedback, wherever it is provided, but primarily through ticket feedback forms to identify areas for improvement
  • Identify and escalate important issues to the various sub teams within UT and seek opportunities to collaborate on solutions

A bit about you:

  • Organization is key. Ability to prioritize tasks and effectively track progress is a must
  • You enjoy helping people and solving problems by nature
  • Able to lead and maintain projects
  • Able to look at numbers and plan for forecast and budget needs
  • Passionate about computing and user experience
  • Comfortable working both independently and as part of the team as the situation requires
  • Researching solutions and the latest technology is second nature to you
  • You are able to foster an environment of trust and collaboration

Must have skills:

  • You're an experienced leader, having perviously lead high performing IT teams
  • Experience in Windows and/or Mac environments
  • The ability to provide / receive feedback, coach, set practical standards, and hold your teams accountable
  • Good communicator, able to foster strong cross-team relationships both within and outside of your domain
  • We're people without borders - without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you're passionate about learning new things and keen to join our mission, you'll fit right in.
  • Also, qualifications aren't that important to us. If you've got great experience, and you're great at articulating your thinking, we'd like to hear from you.
  • And because we believe that diverse teams build better products, we'd especially love to hear from you if you're from an under-represented demographic.


Company name: Wise
Remote job title: IT Support Team Lead
Job tags: marketplace, fintech, forex, sharing economy

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