Advanced MIS solutions and support Team Leader

What is our mission?

Cellebrite’s (Nasdaq: CLBT) mission is to enable its customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. Cellebrite is a global leader in Digital Intelligence solutions for the public and private sectors, empowering organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. Trusted by thousands of leading agencies and companies globally , Cellebrite’s Digital Intelligence platform and solutions transform how customers collect, review, analyze, and manage investigative digital data in legally sanctioned investigations.

What is your mission?

Cellebrite seeks a talented IT&IS Advanced Tier 2 and Solutions Global Team Leader to provide enterprise-level technical support and manage our Advanced Tier 2 & Client solutions team.

The perfect candidate will be an excellent person who desires to resolve business application issues, be passionate, be tech-savvy, and have a high “can-do” approach.

This role leads a professional and efficient IT & IS Support team to support company employees globally through all contact methods.

So, if you consider yourself a superhero with superpowers and can work flexible hours, your place is with us – jump in and join our fantastic journey in the IT and Information Systems service world.

Responsibilities:

• Lead a global team with different time zones and remote employees.
• Ensure Support service is timely and accurate daily.
• Manage technical projects and org-wide implementations.
• Hands-on leader who will act as a technical and service escalation point.
• Manage and take part in ongoing support for IT&IS services via tickets.
• Root cause analysis of hardware-software SaaS and Business Applications issues
• Research, diagnose, troubleshoot, and identify solutions to resolve end-user issues.
• Reporting of metrics and KPIs for the team and management.
• Identify opportunities for automation and assist with developing automation to address those opportunities.
• Work with external vendors and suppliers.

Strong background in:

• Business applications support/implementation experience such as Salesforce, Netsuite, QlikSense
• OKTA Knowledge
• Atlassian, Monday.com
• Admin with OKTA an advantage
• Windows 10 and 11 workstations, Mac computers
• Office 365, Exchange, SharePoint, Teams
• Understanding of and experience with security tools and agents
• Troubleshooting and problem management

Qualifications and experience:

• Service-oriented and a people person.
• Self-motivated and Independent worker
• Managerial experience is a must. Managing a global team is an advantage.
• At least 5 years of experience working in IT or IS
• Willingness to learn new IT & IS areas and aspects.
• Excellent written and verbal communication skills in English