Helpdesk & IT operations Team Lead

We're excited to grow our team and are looking for a Helpdesk & IT operations team lead who lives by our core values: putting People First, being Customer-Obsessed, striving for Excellence, and maintaining Integrity in all they do.

 About Claroty:  

Claroty is on a mission to secure cyber-physical systems across industrial, healthcare, commercial, and public sector environments: the Extended Internet of Things (XIoT). The Claroty Platform integrates with customers’ existing infrastructure to provide a full range of controls for visibility, exposure management, network protection, threat detection, and secure access. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.

 Claroty is headquartered in New York City, with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. The company is widely recognized as the industry leader in cyber-physical systems protection, with backing from the world’s largest investment firms and industrial automation vendors, as well as recognition from KLAS Research as Best in KLAS for Healthcare IoT Security, the Deloitte Technology Fast 500, the Forbes Cloud 100, and the Fortune Cyber 60.

What we are looking for:

Job Summary: The Helpdesk & IT Operations Team Lead will be responsible for overseeing the daily operations of the IT helpdesk and IT operations team. This role requires a strong leader with excellent technical skills and a passion for providing top-notch customer service. The ideal candidate will have a proven track record in managing IT support teams, and ensuring the efficient resolution of technical issues.

Team Leadership:

Lead, mentor, and manage the IT helpdesk and operations team.

Foster a positive and collaborative team environment.

Conduct regular performance reviews and provide feedback to team members.

Ensure team members are trained and up to date on security protocols and contribute to maintaining the organization’s security posture.

IT Support

Oversee the handling of IT support requests, ensuring timely and effective resolution.

Develop and implement processes to improve response times and customer satisfaction.

Monitor and report on key performance indicators (KPIs) related to helpdesk operations. (first response time, resolution time, and user satisfaction scores).

 IT Operations

Manage the day-to-day operations of IT infrastructure, including servers, networks, and applications.

Ensure the availability, performance, and security of IT systems.

Work with IT teams and stakeholders in different regions to ensure alignment on operational priorities and best practices.

Ability to manage multiple priorities in a fast-paced environment while maintaining high-quality standards and meeting deadlines under pressure.

 Automation & Process Improvement:

Identify opportunities to automate routine tasks and improve IT processes.

Drive continuous improvement efforts to streamline IT operations and enhance efficiency.

 Incident Management:

Lead the resolution of major incidents, coordinating efforts across teams to minimize downtime.

Conduct root cause analysis and implement preventive measures to avoid recurrence.

 Documentation and Training:

Develop and maintain comprehensive documentation for IT processes and procedures.

Conduct training sessions for team members and end-users to enhance IT literacy.

Promote knowledge sharing and collaboration across the team to ensure collective expertise is utilized.

 Vendor Management:

Manage relationships with external vendors and service providers.

Negotiate contracts and ensure compliance with service level agreements (SLAs).

5+ years of experience in IT support and operations, with at least 2 years in a leadership role.

Strong technical knowledge of IT infrastructure, including servers, networks, firewalls, and applications.

Strong understanding of troubleshooting Linux, macOS, and Windows devices.

Experience with Freshservice or similar ticketing systems for managing IT support requests, tracking incidents, and ensuring timely resolutions.

Proficiency in the Azure environment (Intune MDM, Entra ID, SSO)

Strong knowledge of administering Google Workspace. (user and group management, security settings, and integration with other platforms).

Proficiency in managing SaaS applications (Slack, Zoom, Freshservice, Atlassian cloud, etc)

Knowledge of endpoint detection and response (EDR) tools like CrowdStrike.

Excellent problem-solving and troubleshooting skills.

Proven ability to manage and motivate a team.

Strong communication and interpersonal skills.

ITIL, MCSA, CCNA, CompTIA or other relevant certifications are a plus.

Why Claroty? Our Culture and Benefits: 

• Claroty is a people first company. With strong bonds amongst the team, we believe in prioritizing personal care and support over work, confident that results follow from a harmonious environment. We celebrate professional and personal successes, committed to fostering a diverse and inclusive space. 
• Work Environment - We have maintained a dynamic, startup approach to achieving our goals. Anyone can introduce new ideas, participate in decision making, and work fast and iteratively to make an impact – from building new product features, to implementing new processes that can make the organization better and more effective. This is evident in our agile software development lifecycle methodologies, instant feedback from the field, and our strong connection with our customers.
• Stability, we demonstrate continued growth over the past few years, raised over 700M$ from top tier investors, we have top tier board members and our products are sold worldwide, over 1000 customers. 
• We care about your development. At Claroty, we prioritize excellence and uphold high professional and ethical standards. We encourage career growth and exploration within the company, facilitated by biannual performance reviews, feedback sessions, and individual development planning, complemented by professional courses.
• We believe in transparency and openness. That’s why we regularly hold company all-hands, town hall meetings, and “Coffee with the CEO” sessions. We also conduct round table sessions and employee satisfaction surveys, to keep a pulse on what matters most to our team members and make our culture the best it can be. 
• While we have physical offices in New York, Tel Aviv, London and Singapore, we also embrace a hybrid working culture. This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances.  
• We understand the importance of maintaining a healthy work-life balance. We provide a biannual “ClaroBreak”, a company-wide long weekend shutdown so we can all rest, recharge and spend time with our loved ones.

Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.

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