IT Helpdesk Lead (f/m/d)
Patagonia is an outdoor apparel company founded in 1973. At a time when all life on earth is under threat of extinction, we aim to use the resources we have—our business, our investments, our voice and our imagination—to influence changes needed to protect our planet. A registered B Corporation and founding member of 1% for the Planet, Patagonia is recognised internationally for its commitment to product quality and environmental activism, contributing over $145 million in grants and in-kind donations to thousands of grassroots environmental groups around the world.
We are in business to save our home planet. You’ll be helping us achieve this by leading our IT Support Team in managing the resolution of application and system issues that arise across the business, achieving highest levels of availability, performance and security while, designing, developing and managing our IT Support Operations, in line with regional and global strategies and business needs and priorities.
The IT Helpdesk Lead is responsible for overseeing and supporting our IT Support Team in site support matters, ensuring efficiency and customer satisfaction while training and onboarding new members to the organization which demands an ability to manage multiple high-level tasks under pressure.
The IT Helpdesk Lead also performs assessment of the current processes and proactively identify and support the implementation of new improvements, considering the users and business strategy, the quality of the service, the budget and timeline constraints.
· Lead help-desk function in achieving a service level of excellence
· Coordinate the site support team members in their daily duties
· Ensure end users have a seamless work experience by providing adequate support and fast resolution of issues
· Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference and prepare KPI’s
· Create and execute the Support Operations Model to be adhered to by team members and maintain a good routine and orderliness
· Lead hardware and equipment installations in the offices, retail stores and any other of Patagonia’s locations
· Support the definition and implementation of the European technological strategies and work in collaboration with the rest of the IT Team.
· Communicate with stakeholders to identify business requirements, translate it into technical and non-technical requirements and agile project plans.
· Build effective relations with key stakeholders and act as the strategic IT partner for them
· Ensure proper documentation for all problems, incidents & requests
· Assist in interpreting problems or errors at a basic level and help in the assessment of risks of events and escalating appropriately to protect client services.
What we’re looking for:
· A love of the outdoors
· A passion for saving our home planet and making a positive impact through your work
· 2-3 years of experience in help desk, site support or similar position
· Experience in Office 365 application suite is a must, familiarity with applications such as SharePoint, Power BI, Teams, Microsoft
· Microsoft Office product suite
· Excellent verbal and written communication skills
· An active / empathic listener, ability to de-escalate conflictive situations
· Excellent organisational skills with the ability to multi-task
· Ability to manage own time effectively and to be prompt and punctual
· Good understanding of computer systems, mobile devices, and other tech products
· Ability to diagnose and resolve basic technical issues and route cases to the relevant team
- Providing technical support across the company (this may be in person or over the phone)
Other important details:
· This is a full time position, based in Amsterdam
· Travel: 0-20 % - must be open to using all various modes of transport that the company offers to travel; in terms of efficiency,
sustainability, and costs e.g. by plane, by car, by taxi, by train etc.
· We have a hybrid work model, working from home for maximum 3 days per week
· We strive to make unbiased decisions and to offer a great experience to every person who applies for a role at Patagonia.
Our interviews include standardised questions that focus on the aspects that are important for success in the role.
Note: Below is only an indicative list and may change at the time an offer of employment is made.
· Events and workshops with environmentalists, change-makers, educators and sports ambassadors
· Taking part in employee-lead groups such as Sports, Internal Communications, Footprint, Pride, Pata Parents and Events, or create your own!
· Ongoing unique learning and development opportunities such as our own programme Earth University and workshops in anti-racism, core sports, among others.
· Possibility to apply for an Environmental Internship (spending time away from your regular job to work for an environmental group, while being paid your regular salary) after one year of employment
· Option to participate in our 1% for the Planet grants council, being trained and empowered to review and make funding decisions on the grant applications from environmental groups.
· We have dog-friendly offices where employees can bring their furry friend to work
· We are an activist company and have policies in place to support employees that want to engage in activism.
· All employees interns and their families have access to our Employee Assistance Programme, designed to provide third party, confidential support on a wide range of topics relating to emotional, behavioral and social challenges
· Possibility to schedule your work hours flexibly (compensating missed hours during the week) to do volunteer work, care for loved ones, enjoy the outdoors, or spend more time to pursue your passions.
· After 1 month of employment, it is possible to work remotely from another location in EU/EEA, UK or Switzerland for up to 12 weeks per year (pro-rated for less than 1 year)
· Fully paid maternity leave (duration varies by country). After nine months of employment, we offer 12 weeks of partner leave and 12 weeks of adoptive leave. Pro-rated for part-time employees.
· Access to Patagonia discounts and sample sales, as well as discounts at other outdoor and value-aligned companies
· Plus other benefits specific to each region
At Patagonia, we commit to becoming an anti-racist company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business.
Every person who applies to join Patagonia receives equal employment opportunities, and we value a welcoming environment where each member of our EMEA team feels included, respected and empowered, regardless of their race, colour, religion, gender, gender identity or expression, sexual orientation, civil status, national origin, disability or age.
At Patagonia, we strive to have inclusive representation within our organisation and embrace a diverse mix of talent to contribute to our culture. We actively seek applications from Black and People of Colour (BPOC) and other underrepresented groups.
As we are in business to save our home planet, we can only do this together.
Please make sure that your CV and cover letter are in English.
Disclaimer for recruitment agencies:
Thanks for your interest in supporting us for this role, but we don’t accept unsolicited CVs from recruitment agencies