Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.

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Director, IT Support

Fastly is looking for a highly motivated and experienced Director of Information Technology & Support to lead and scale our IT Support team. The Director, IT Support is responsible for working with key stakeholders to align overall IT service provisions with our corporate goals. You will partner with leaders from across the organization to assess the company’s IT needs and align the portfolio of IT services and roadmap, with a humble, respectful and compassionate leadership style.

As the leader of the IT organization, you’ll be tasked with streamlining our internal IT operations & support services while building a diverse and high-functioning team of technical professionals. You’ll create a culture that manages risk, learns quickly, executes effectively and cares deeply about the Fastly employee experience.

• You will be responsible for leading and scaling a global IT team of twenty that supports Fastly’s continued growth.
• Establish IT operations standards and processes to support the needs of a rapidly growing, multinational company.
• Design a data driven approach to team sizing and resource allocation.
• Work with leadership across the organization to identify opportunities to improve Fastly’s operational excellence and enhance the employee experience using IT services. 
• Create an IT services metrics regime to establish and measure IT delivery and impact.
• Develop, manage, and track the IT department budget and manage vendor relationships

• You have at least 12+ years experience working in IT & Helpdesk within deeply technical organizations with a deep familiarity with Service Delivery, Systems Development, and Support. 
• Demonstrable experience leading internal technical support functions in rapidly growing organizations of at least 1500 people across multiple countries with a hybrid work model with strong ability to balance the needs of onsite and fully remote constituents
• 6+ years of people management experience, including building diverse teams with collaborative, inclusive, and innovative cultures and managing globally dispersed teams in a hybrid environment with empathy and a deep concern for the experience of every employee. 
• Strong background in ITSM with a strong IT security and compliance mentality - Experience implementing standard methodologies for ITSM, identity access management, endpoint/device management, knowledge and change management. 
• Experience with running GSuite in a Mac environment, Okta Admin, Atlassian products, Zoom, Jamf/MDM, AV/conference technology, Systems Administration, Meraki/Network Administration, etc. Familiarity with frameworks such as ITIL and COBIT. 
• Experience implementing company wide access control.
• Experience developing processes and procedures for IT Governance and regulatory compliance such as SOX.
• Excellent collaboration and communication abilities with a variety of technical and non-technical stakeholders - must demonstrate expertise presenting, soliciting, feedback, and discussing complex technical concepts as well as a strong ability to navigate cross-team expectations across the organization
• You must currently reside within a commutable distance to the Fastly San Francisco Office and be willing to work onsite as needed.

Work Hours

This position will require you to be available during core North American business hours as well as available for global on-call support as needed. 

Work Location(s) & Travel Requirements

This position is open only to applicants in Fastly’s San Francisco Office. Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home

Travel is required ~1-2 times per quarter depending on need or as requested by your manager. Travel is typically to other office locations for events like tech summits, team summits, and planning activities.

Salary

The estimated salary range for this position in San Francisco is $195,720 to 244,640.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.

Benefits

We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings? 

We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), an open vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2024, we offer 10 paid local holidays, 11 paid company wellness days.

Why Fastly?

• We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.

• We love distributed teams. Fastly’s home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. As a new hire, you will be able to attend our IN-PERSON new hire orientation in our San Francisco office! It is an exciting week-long experience that we offer to new employees to build connections with colleagues across Fastly, participate in hands-on learning opportunities, and immerse yourself in our culture firsthand. 

• We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.

• We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply! A fully completed application and resume or CV are required when applying.

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. 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, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at candidateaccommodations@fastly.com or 501-287-4901. 

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