LivePerson (NASDAQ: LPSN) is a global leader in trustworthy and equal AI for business. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our Conversational Cloud platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Generative AI and Large Language Models for better business outcomes.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Every mind is invited to ask questions and actively seek new ways to achieve success and reach their full potential. We operate as one with a growth mindset. This means spotting opportunities, solving ambiguities and seeking effective solutions to challenges that make things better.

Overview:

We are looking for an experienced IT Manager to oversee Information Technology Help Desk functions at LivePerson.You are very knowledgeable with IT management practices and system administration systems. You would have a solid technical background while able to manage and motivate people. You are experienced in creating and implementing IT policies and systems to meet our organization goals.

You will report to the Director - Global Technology

About your team

Your team is a blend between LivePerson Full-time Employees and an Enterprise IT staff of contractors. You are comfortable managing people who work remotely. You will be the face of desk-side IT and be firm on creating scalable solutions (not one-off favors). You’re responsible for keeping our staff enabled with the latest technology and push the organization to modernize our environment.  

Currently, there are 2 environments in our organization: Mac and Windows (listed in order of size). 

Your sister teams will assist you in your mission. The teams range from management of important infrastructure and systems, internal development resources, and client platform engineering capabilities. Each team has their own scope of work, but you will work with them in partnership. 

You will take on a technical team that is responsible for 5 main areas

• Provide supreme support for our leaders. You would be the primary focal point for working with our executives and ensuring they’re supported for events
• Work on special projects (unplanned, but important projects) with our Enterprise IT, Strategic IT, and security teams. 
• Help your team complete projects on-time and within budget - projects range from integrating IT ecosystems of recent acquisitions, standardizing on software vendors, re-think endpoint management, and moving towards a cloud-centric ecosystem. 
• Be the escalation point for our enterprise IT team when they need help.
• Define end-user IT policies across the organization.

Who you are

You will shine of they can demonstrate the following values: 

• You lead with empathy - you trust your team to be the technical experts and they help shape your opinion on the right path to take. You obsess over how to better allow them to be more engaging without needing you to dive into every conversation and decision. 
• You’re never satisfied with the status quo - Sure, things might go swimmingly now, but how can we improve? If you’re always obsessing over how to improve things (even marginally) you’ll shine in this role. 
• You are process focused without being bureaucratic - processes help us do things more at scale, but they can also slow us down drastically when we don’t account for exceptions. You’re able to work within the process, but know how to break the rules when needed. 
• You have a weird but loving relationship with documentation - documentation helps proliferate our knowledge across the entire team. You should get excited about crafting documentation that will be evergreen. 
• Clean hands are idle hands - You enjoy diving into details and understanding how things work on a button click level. You’re not just being actively involved, but you enjoy it. 

• Define and enforce the processes you put into place. The policies should accommodate special needs, but defined to achieve consistent results. 
• Ensure IT systems and people are functioning within the limits of budget, time and specifications of the company.
• Create and establish IT policies following our overall IT strategy. This strategy is typically guided within the IT organization and validated by upper management. 
• Analyze our requirements of all departments to determine their technology needs. Each department has their own contextual needs and wants, our policies should be flexible to accommodate the majority (not all) of use cases. 
• Identify the need for upgrades, configurations or new systems and secure budget with upper management to address these needs. 
• Control costs by establishing relationships with external IT equipment and software vendors, project costs based on hiring plans, and ensure we don’t have any shadow costs related to our IT operations.  
• Manage an outsourced help desk team. The team follows processes strictly based on a few known recurring user stories. You are comfortable with assessing performance and coaching the outsourced team to better fulfill their responsibilities. Occasionally, the outsource team will run into an odd request and will need your team’s help in understanding how to deal with this problem. 
• Be the main contact for high sensitivity issues involving sensitive information, legal requests, and support security related events.
• Active guide to train us on using existing tools and minimize new tool acquisition. 
• You will report status on projects managed by your team to your leadership and provide recurring reporting on the performance of the outsourced help desk team. 
• Work with our security team to patch critical vulnerabilities and help secure our environment from known threats to our infrastructure, applications, network and endpoints.

• 8+ years of proven experience in an IT leadership role
• Deep Knowledge of Google Admin, OKTA, JAMF, and Intune
• Good experience with Enterprise Security Protocols
• Experience with GCP or AWS cloud environments
• Experience in analysis, implementation and evaluation of IT systems and their specifications
• Bachelor's Degree in any discipline

The salary range for this role will be between $100,000 to $125,000. Final compensation will be determined by a variety of factors, including, but not limited to, your location, skills, experience, education, and/or certifications. During the phone screening, the recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

• Health: medical, dental, vision and wellbeing.
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval.
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services.
• Development: tuition reimbursement, native AI learning.
• Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts.
• #LI-Remote

LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.