EMEA IT Helpdesk Manager

Who we are

About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About The Team Stripe is growing rapidly and slated for continued growth. With rapid growth comes a large reliance on technology and technology support — not only onboarding new employees, but making sure they have the necessary tools and a stable technical platform to create their greatest impact going forward. We enable fellow Stripes by powering the tooling, services, and infrastructure needed to enable our scale to increase the GDP of the internet.

What you'll do

We're looking for an experienced and knowledgeable IT leader to join us as the EMEA Help Desk Manager. In this role, you'll continually assess the needs of our fellow Stripes, driving efficiencies and services that improve productivity. This role is focused on providing IT services for Stripes, contractors, and vendor partners in EMEA and beyond. You'll be accountable for driving improvements and overseeing crucial functions such as end-user resource capacity planning (software licensing, workstation and peripheral inventories, etc.) and hardware and software standards. We're looking for someone who is comfortable working as part of a globally distributed team and communicating with technical and non-technical users.

Responsibilities

• Lead 6+ individual contributors focused on delivering world-class customer service technical support, travel, and onsite requirements
• Have an excellent understanding of computers (both hardware and software), and a willingness to learn and apply new technology
• Possess superior technical aptitude, and the ability to deal patiently with people in a wide variety of situations
• Possess strong analytical skills with demonstrated problem-solving ability
• Have a proven ability to operate in high-pressure situations, successfully handle multiple priorities, and maintain a high level of discipline while remaining flexible
• Drive automation across all your products
• Bring a process-driven mindset to the team
• Establish metrics to track the operational efficiencies of all Service Desk Operations Products
• Build a strong network and influence effectively across the People team, IT, functional onboarding partners, and vendor partners
• Resolve complex issues that may not be well documented, and apply your knowledge to improving and creating support procedures and documentation

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

• 3+ years management experience and a proven history in IT Operations, Service Desk, Technology Support, and Customer Service
• Successful track record of delivering support to remote sites
• Experience in leading or playing key roles in large cross-functional projects and delivering those projects on time and within guidelines
• Ability to travel and work onsite

Preferred Qualifications

• You're a self-starter who loves to own things from start to completion. You make things happen and don't need to ask for permission first
• A healthy skepticism for the status quo and an unwillingness to settle
• An empathetic leadership style and a strong self-awareness

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual salary range for this role in the primary location is €79,700 - €119,500. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.