Senior/Lead IT Operations Specialist

Reporting to the IT Operations Manager, this hands-on position will be responsible for a team of IT Support and Operations Technicians. You will lead the Support and Ops/Kaizen tiers, providing technical expertise, prioritization planning and serve as a point of escalation.

You will:

• Define support ticket categories, classifications and KPIs to ensure the our stakeholders receive quick and value oriented support
• Foster a culture of end user self service through innovation, documentation and other resources
• Identify areas for automation and optimization and coordinate w/ the IT Ops Engineering team to design and build
• Lead global device procurement and management (IT Supply Chain, MDM [JAMF/Intune])
• Create and update policies, standards and procedures
• Serve as a point of escalation on IT support issues
• Manage, mentor, and recruit for the IT support team

You have:

• Minimum of 3 years’ experience leading an IT help desk at an organization with 500 or more employees
• Six years of relevant experience in IT
• An incredible attention to detail
• Excellent verbal and written communications skills
• You love helping peopleYou want to work in a fast paced, high growth environment

Required experience:

• Okta (Admin & Support)
• Google Workspace (Admin & Support)
• macOS & Windows MDM (Manage/Maintain/Support)
• Atlassian Suite (Admin & Support)
• Global Device Lifecycle Management

Nice to have:

• Custom Automations & Workflows
• Project Management

MORE ABOUT HOPPER

Despite the pandemic’s impact on the travel industry, Hopper has emerged stronger than ever. As the travel industry continues to rebound, Hopper has demonstrated significant outperformance with its category-leading mobile-only marketplace, delivering value to customers and supply partners with the company’s proprietary suite of fintech offerings.

Here are just a few stats that demonstrate the company’s recent growth:

- Hopper’s valuation is now over $5B, which is more than triple our valuation from early 2020.

- The company grew its revenue by more than 300% YoY in 2021. Hopper’s monthly revenues are now 375% higher than its pre-pandemic high point and Hopper Cloud, Hopper’s new B2B initiative, is already 15% of its revenues and growing.

- According to Apptopia, Hopper was the #1 most downloaded OTA in the US in 2021. The app has over 70 million downloads.

- Hopper’s recovery is faster than the market and its share of the air travel market in North America is now 300% higher than prior to the pandemic, according to MIDT. We are now the 3rd largest air travel agency in North America.

- The company sells over $2B in travel and travel related financial services annually.

- Hopper’s fintech offerings, such as Price Freeze and Rebooking Guarantee, now represent over 70% of its air revenue.

- Given the success of its travel fintech, Hopper recently launched a B2B initiative called Hopper Cloud, where any travel provider can unlock a totally unique revenue stream by seamlessly integrating and offering Hopper’s travel content and fintech products. Hopper Cloud partners include Capital One, Kayak, Marriott, Amadeus, Trip.com, and MakeMyTrip.

The industry opportunity for Hopper Cloud is enormous as projections estimate that if all travel distribution channels offered travel fintech, it could increase the total consumer spend for the sector by $200 billion annually.

And all this recent growth is just the beginning. There are still so many new opportunities we’re excited to tackle in the next year!