Job Description

Here at Wise we’re working to create a seamless IT experience by offering all the tools and permissions people need to do the best work they can, and simultaneously avoid being a speed hump.

The teams that support all this is called User Technology (UT). UT consists of autonomous teams that build and maintain everything needed to support our company mission. These teams include Device Management, Conferences and Events, Network Infrastructure, Service Management and User Access Management organised into various engineering and support functions. Our UT Team supports our 4300+ Wisers across 15 offices.

Your mission:

We’re looking for an exceptional Lead for the UT Support Team. As the name suggests the team looks after everything IT Support would entail, from issuing technical equipment (laptops and peripherals), to 1:1 troubleshooting and repairs. It will be your responsibility to lead and drive the team forward. You’ll get to work with partner teams and mentor technicians and leads alike. You are also expected to participate in projects/initiatives affecting our entire organisation. You’ll also:

Lead a small UT Support team, by providing individual support and development, as well as ensuring that the team maintains a high level of service for our Wisers
Build and maintain working relationships with suppliers and internal stakeholders
Assist to recruit, train, and support IT Support Technicians and other leads, and set hiring forecasts
Monitor Wise user feedback, wherever it is provided, but primarily through ticket feedback forms to identify areas for improvement
Identify important issues within our team, escalate major issues to various sub teams within UT, analyse datasets and develop projects for the whole of UT.
You will get to work on high impact projects, and then translating that to operational processes and improving the UT experience across the company.

A bit about you:

Organisation is key. Ability to prioritise tasks and effectively track progress is a must
You enjoy helping people and solving problems by nature
Able to lead and maintain projects
Able to look at numbers and plan for forecast and budget needs
Passionate about computing and user experience
Comfortable working both independently and as part of the team as the situation requires
Researching solutions and the latest technology is second nature to you
You are able to foster an environment of trust and collaboration

Must have skills:

You’re an experienced leader, having previously led high performing IT or tech teams.
Project management is a huge plus - finding opportunities to improve things would be a big part of this role.
The ability to provide and receive feedback, coach technicians or and support fellow leads, and hold your teams accountable
Good communicator, able to foster strong cross-team relationships both within and outside of your domain, know how to set expectations for the people you lead and for yourself.

What you get back:

? RSU's in a growing company
? An annual self-development budget
? Pet friendly offices
?‍♀️Lots of fun group activities like yoga, running and boardgame nights
?️ A paid 6-week sabbatical leave after four years

Find out more about our benefits in our Tallinn office.

Requirements

Your mission:

Lead a small UT Support team, by providing individual support and development, as well as ensuring that the team maintains a high level of service for our Wisers
Build and maintain working relationships with suppliers and internal stakeholders
Assist to recruit, train, and support IT Support Technicians and other leads, and set hiring forecasts
Monitor Wise user feedback, wherever it is provided, but primarily through ticket feedback forms to identify areas for improvement
Identify important issues within our team, escalate major issues to various sub teams within UT, analyse datasets and develop projects for the whole of UT.
You will get to work on high impact projects, and then translating that to operational processes and improving the UT experience across the company.

A bit about you:

Organisation is key. Ability to prioritise tasks and effectively track progress is a must
You enjoy helping people and solving problems by nature
Able to lead and maintain projects
Able to look at numbers and plan for forecast and budget needs
Passionate about computing and user experience
Comfortable working both independently and as part of the team as the situation requires
Researching solutions and the latest technology is second nature to you
You are able to foster an environment of trust and collaboration

Must have skills:

You’re an experienced leader, having previously led high performing IT or tech teams.
Project management is a huge plus - finding opportunities to improve things would be a big part of this role.
The ability to provide and receive feedback, coach technicians or and support fellow leads, and hold your teams accountable
Good communicator, able to foster strong cross-team relationships both within and outside of your domain, know how to set expectations for the people you lead and for yourself.

Company offers

Company offers:

Restricted Stock Units in a profitable company
Wellbeing support - You and your family have access to an Employee Assistance Program, where you’ll be able to speak to qualified counsellors for support on anything that matters to you
6 weeks of paid sabbatical after 4 years at Wise on top of annual leave
National health insurance plan, with additional 3 health days per year, and sports allowance
Volunteering day off
Hybrid model of flexible working