As the Manager of IT Operations at Figma, your primary responsibilities will include building a collaborative environment for the New York support team, addressing inefficiencies in the employee lifecycle, collaborating with business partners, and maintaining performance metrics dashboards. You will also lead IT projects and ensure procurement of hardware and software aligns with the budget while forecasting costs.

For the Manager, IT Operations role at Figma, candidates should possess at least 3 years of team leadership experience in the IT sector and over 5 years of direct IT support experience. Familiarity with vendor management and proficiency in various tools such as Okta, Google Workspace, and Slack are highly preferred.

At Figma, the Manager of IT Operations ensures efficient performance management by proactively identifying bottlenecks and inefficiencies in processes such as onboarding, offboarding, and access requests. By building and maintaining relevant metrics dashboards, the manager can track employee performance and IT effectiveness, allowing for data-driven decision-making.

The Manager of IT Operations at Figma supports team members by fostering a collaborative environment, providing mentorship, and being hands-on when necessary. This includes rolling up their sleeves to assist with pressing tasks while also working to identify and resolve challenges to improve team dynamics and overall service delivery.

The Manager of IT Operations at Figma should be highly proficient in tools such as Okta, Google Workspace, Zoom, Slack, and JAMF. Familiarity with various SaaS platforms will also be beneficial in efficiently managing IT operations and supporting the team's diverse needs.

When responding to this question, highlight specific examples of managing teams in a fast-paced environment. Discuss your leadership style, any challenges faced, and how you overcame them by fostering collaboration and efficiency.

Be ready to explain your prioritization process, emphasizing your use of metrics and collaboration with stakeholders. Discuss how you assess project urgency and impact on overall business objectives.

In answering this, mention key metrics like CSAT, SLAs, response/resolution times, and how they guide you in evaluating your team's performance. Discuss how you would utilize these metrics to improve service delivery.

Explain your approach to conflict resolution, stressing the importance of communication, understanding differing perspectives, and fostering a collaborative atmosphere to reach mutually acceptable solutions.

Discuss your background in managing vendor relationships, negotiating contracts, and ensuring that partners meet the service levels agreed upon. Provide examples where you improved vendor performance and service quality.

Share your strategies for facilitating collaboration amongst different teams, such as regular check-ins, joint meetings, and establishing common goals that align IT operations with the needs of other departments.

Be prepared to detail a project where you played a pivotal role, including how you planned, executed, and managed resources and timelines. Highlight the outcomes and lessons learned.

Explain your familiarity with tools like Google Workspace, Tableau, or any other relevant software you’ve used to create and maintain performance dashboards. Discuss how these tools helped inform decision-making.

Provide a specific instance where you identified an inefficiency and implemented a solution that resulted in better service delivery. Discuss the steps you took and the positive outcomes that ensued.

Mention any relevant publications, blogs, webinars, or forums you follow to keep your knowledge up-to-date. Highlight any professional networks you are part of or conferences you attend related to IT operations.