Stackline is an all-in-one ecommerce platform for brands and retailers. By combining market intelligence, advertising automation, workflow management, and operational analytics into a single platform, Stackline delivers the industry-leading operating system for companies to scale their online retail business globally. Founded in 2014 and headquartered in Seattle with additional offices in Minneapolis, New York and London, Stackline is on a mission to engineer the world’s most powerful data, tools, and services for commerce.

Over the past year, Stackline has raised $180 million in strategic investments from Goldman Sachs Growth Equity and TA Associates. Stackline’s extensive brand list includes Starbucks, Sony, General Mills, Mondelez, and Levi’s. 

Stackline is looking for a dynamic and experienced IT Team Lead who is responsible for delivering timely and effective support for end-user computer hardware, software, and peripherals while maintaining a high-level view of all support efforts by internal technicians to ensure timely, effective support and a positive end-user support experience.

Responsibilities

• Manage the help desk staff and activities associated with the identification, prioritization, and resolution of reported problems using best practices and ticketing systems
• Prioritize daily activities of the team and QC work on critical and high priority items
• Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives; provide high-touch white-glove service
• Create, document, and update processes to resolve issues efficiently and effectively
• Manage deployment of key software updates for all desktop computers
• Act as project manager for small to medium projects around desktop infrastructure (i.e., technology upgrades, new hardware and software deployments)
• Responsible for the installation, and configuration of software products across installed hardware platforms
• Administer cloud-based Office 365 platform, primarily OneDrive, Slack, MS Office, Outlook and Exchange
• Basic system administration of hosted VoIP solution (on-boarding, changing features, moves/adds)
• Provide an out-of-hours escalation path for technicians and customers outside of normal office hours and organize backups for colleagues who may be unable to fulfill their duties
• Manage & meet SLA and KPI based support expectations; Promote a culture of continual service improvement
• Manage communication with stakeholders and IT management regarding service provision and outages

Basic Qualifications

• Bachelor's degree or equivalent professional experience
• A+, networking, Microsoft, and/or other technical certifications are a plus
• Minimum 3+ years’ experience in technical or hardware end user support
• Minimum 2+ years’ experience in a leadership role, ideally in a service desk environment
• Ability to build for long term, but also able to find efficient short-term solutions
• Ease communicating to all levels of the organization – from the executive team to junior members
• Interest in working in a data-driven organization with fast-paced decision-making
• Enjoyment operating as much as strategizing, with proficiency in both strong communication skills, written and verbal
• Proven mentor and coach
• Demonstrated success managing priorities, meeting deadlines, and achieving or surpassing goals in a fast paced, dynamic environment
• Demonstrated track record of service excellence and superior communication (written and verbal) and interaction skills with customers, leaders, peers, and team members
• Occasional travel may be required

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Benefits and Perks: It’s important each and every employee feels they are supported and can complete their life’s best work today and in the future. We are investing in each person not only with competitive compensation, but also with industry leading benefits and perks. A few ways we support our employees is by offering:

- 100% paid health, medical and vision for employees and qualifying dependents

- Company 401k plan plus matching

- Company paid Life Insurance

- 20 days annually of Paid Time Off (with no accrual or tenure needed)

- 7 Paid company holidays

- 100% Paid Parental leave - 20 weeks for birthing mothers and 12 weeks for all other parents

- Summer Fridays early close at 2pm

- Annual training and development stipend of $1,000 USD

- Fully stocked kitchen snacks with weekly fresh fruit

Stackline is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.