IT Support Manager

Overview

At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online. We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. The IT Services organization supports this growth through the implementation of technology solutions including desktop productivity tools, systems and network infrastructure, HR/financial systems, and company-wide technology programs such as website availability and latency. Amazon is searching for a proven and established leader to manage an IT Support team. This leader will be responsible for IT service delivery for corporate operations, driving standardization and communication in the region and tying into IT Services initiatives, owning the needs of internal customers.

Responsibilities

• Directly manage a team, building an organization that can support and sustain regional growth and customer needs.
• Work closely with engineering and other operations teams to incorporate customer feedback and address key support and usability concerns for customers throughout the region.
• Maintain very high customer satisfaction and a consistently great work experience for all Amazonians, regardless of location.
• Define and analyze metrics to drive team behavior in pursuit of goals.
• Work effectively in a cross-functional environment with legal, technical, senior management teams and site leadership.
• Travel occasionally to meet with remote staff and customers.
• Develop and hold to Operational Excellence metrics, diving deep into the details and data to understand how customers interact with our services and infrastructure.

Basic Qualifications

• Experience leading IT support or operations teams.
• A solid understanding of networking and desktop technology and proven methods for providing innovative solutions to customers.
• Ability to think creatively and apply strong analytical and problem-solving skills, driving issues to resolution.
• Experience dealing well with customers during problem resolution and operating under pressure.
• Strong attention to detail and excellent written and oral communication skills.
• Ability to effectively influence, negotiate, and communicate with internal and external business partners, contractors and vendors to get things done.

Preferred Qualifications

• Bachelor’s degree in Computer Science or IT-related field.
• Experience in lean, six-sigma, process improvement is a plus.
• Experience in Systems or Network Engineering positions is a plus.
• Experience in planning and delivery of IT integrations of acquired companies is a plus.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect, use and transfer the personal data of our candidates.

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Company - Amazon Deutschland Services GmbH

Job ID: A