Who you are

• We are looking for a strategic, customer-obsessed leader who excels at process improvement, cultivating strong stakeholder relationships, and fostering a culture of trust and excellence
• If you are a candidate who has the vision of what could be, who has the ability to cultivate relationships, and has a belief in driving impact, then you may be the ideal person for this position
• We are committed to building a diverse and inclusive team and encourage applications from candidates of all backgrounds
• 8+ years of experience in IT support, helpdesk operations, or a related field, preferably with exposure to international/global operations
• In-depth technical knowledge of enterprise systems and applications, with the ability to provide specialized, advanced support
• Strong expertise in ITSM processes, particularly Incident, Problem, and Change management
• Proven project management skills, with experience managing multiple IT projects and aligning them with business objectives
• Proficient in using data and analytics to drive insights, track performance, and improve service delivery
• An empathetic, customer-obsessed style and a deep, demonstrated commitment to fostering trust and a positive, service-oriented culture
• Excellent communication and stakeholder management skills, with the ability to serve as a trusted advisor across departments
• Advanced understanding of security and networking principles
• Solid critical thinking and problem-solving skills
• Champion AI and automation initiatives, identifying opportunities to leverage generative AI for process optimization and a commitment to continuous improvement

What the job involves

• We are seeking an experienced IT Support Manager to lead our critical international helpdesk support operations
• This role is pivotal in delivering world-class technical support and service to Lyft's corporate environment across our Canadian, EMEA, and APAC regions
• Lead international IT support operations for our Canadian, EMEA, and APAC regions, ensuring timely and effective resolution of technical issues
• Provide specialized, high-level support for complex enterprise-level issues, serving as a key escalation point for the global helpdesk
• Drive the successful resolution of complex technical incidents, minimizing downtime, ensuring business continuity, and maintaining high customer satisfaction
• Act as a key driver in project management; help define, design, and execute initiatives that align with business needs and have a broad organizational impact
• Utilize data analytics to track support performance, identify trends, and implement process optimizations to improve service delivery
• Establish and maintain strong relationships with cross-functional teams and stakeholders, serving as a trusted IT advisor
• Communicate effectively during critical incidents, providing clear, timely updates to stakeholders and ensuring all concerns are addressed
• Help define technical roadmaps based on business needs and lead key support projects from idea to execution
• Mentor and guide junior support staff, enhancing their technical skills and contributing to the overall capability of the IT support team

Benefits

• Great medical, dental, and vision insurance options
• Mental health benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program
• Family building benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program