Staff Business Technology & IT Help Desk at Ironclad

San Francisco, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Legal Tech, SaaSIndustries

Requirements

Empathy to understand employee technology needs
Ability to partner with Operations team on growth strategies and execute on technology needs
Experience in team leadership and management within end user services
Skills in solving inbound tickets and escalating as needed for laptops, mobile devices, office hardware, apps like email, etc
Capability to meet SLAs across key metrics and improve processes through metric-driven analysis
Experience training team members on high customer experience standards
Knowledge of asset management for tracking technology and policies
Ability to scale through systems via proactive research and development of IT best practices
Skills in preparing training materials, documentation, and managing inbound ticket requests
Experience providing executive support to top leaders and assistants
Strong collaboration skills across teams to solve technology problems during scaling
Knowledge of security enforcement

Responsibilities

Work within the end user services team to solve inbound tickets and escalate as needed, supporting laptops, mobile devices, office hardware, apps like email, and more
Ensure SLAs are met across key metrics and review/improve customer requests through metric-driven analysis
Train team members on delivering a high bar of customer experience
Track and manage technology assets and policies to actively manage the company fleet
Scale through systems by proactively researching and developing IT best practices for systems and processes
Prepare training materials and documentation to enable the team for success and manage inbound ticket requests
Create strategies to anticipate and alleviate blockers
Assist top leaders and their assistants in navigating technology support
Collaborate with teammates across Ironclad to solve technology problems as the company scales, from managing apps to supporting growth
Enforce security measures

Skills

Key technologies and capabilities for this role

IT Help DeskBusiness TechnologyContract Lifecycle ManagementTechnical SupportHelp Desk Operations

Questions & Answers

Common questions about this position

Is this position remote or hybrid?

The position is hybrid.

What is the salary range for this role?

This information is not specified in the job description.

What are the main responsibilities of this role?

The role involves team leadership and management within the end user services team, helping solve inbound tickets, and escalating as needed.

What is the company culture like at Ironclad?

Ironclad is recognized as a Fortune Great Place to Work for four consecutive years, Glassdoor's Best Places to Work 2023, and fosters an innovative work culture in a fast-paced, fast-growing technology company.

What makes a strong candidate for this IT Help Desk role?

Strong candidates should have experience in IT help desk or end user services, the ability to solve inbound tickets with empathy for employee technology needs, and skills in team leadership within a fast-growing tech environment.

Ironclad

Digital platform for automating contract management

About Ironclad

Ironclad is a digital contracting platform that simplifies and automates the entire contract lifecycle for legal teams in large enterprises and fast-growing companies. The platform allows users to create, automate, and track contracts in a straightforward manner, making it easier for legal departments to handle high-volume contracts efficiently. Unlike traditional contract management systems, Ironclad's user-friendly interface reduces complexity and enhances collaboration within legal teams, enabling them to focus on business growth. The company operates on a subscription-based model, offering various tiers that cater to different business needs, ensuring a steady income stream while providing ongoing support and updates. Ironclad's goal is to transform contract management by streamlining processes and improving connectivity within legal departments.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$325MTotal Funding

SERIES_ECompany Stage

Enterprise Software, LegalIndustries

501-1,000Employees

Benefits

Network of mentors - Receive mentorship from our world-class network of mentors, including founders, salespeople, marketers, engineers, and designers.

Health & wellness - Great health care insurance, monthly fitness reimbursement, and seasonal activities like yoga, surfing, and hikes with our dogs are just some of the ways we help take care of employee health and wellness.

Company retreats - Twice yearly, we retreat to local spots like Tahoe or Wine Country for our company off-sites.

Team events - We bond outside of work over games, happy hours, concerts, and more.

Risks

AI accuracy and security concerns may challenge the adoption of Ironclad's Jurist assistant.

Expansion into enterprise markets increases competition with established players like Bloomberg Law.

Integration with systems like NetSuite may face technical challenges requiring significant resources.

Differentiation

Ironclad automates contract workflows, reducing inefficiencies in traditional contract management systems.

The platform's user-friendly design accelerates high-volume contracts and enhances legal team collaboration.

Ironclad's AI-powered assistant, Jurist, offers real-time legal document editing and transparency.

Upsides

Integration with NetSuite and Salesforce enhances platform interoperability for enterprise clients.

The launch of Ironclad Jurist positions the company as a leader in AI-driven legal tech.

Strategic alliances, like with KPMG Law, open new market opportunities and enhance credibility.

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