About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values strong relationships, embraces diverse ideas-all while having fun together-Grubhub is the place for you!
About You :
Grubhub DesignOps team is looking for a talented Design Program Manager to join our team. The DesignOps team's mission is to enable the efficient delivery of high-quality design at scale. We get this done by elevating the team conditions with programs, methods, tools and infrastructure.
The Team Lead is the key position that helps keep the Service Desk team running, as well as tackling technical problems and driving resolutions. This role will need to be able to communicate with all position levels across the organization. The Service Desk Team Lead will be based in the Chicago office and will report to the Manager of the Service Desk who is also located in the Grubhub headquarters in Chicago.
The Impact You Will Make

• Directly manage a team of Chicago based Service Desk Analysts - direct the team's work, hold accountable for tasks
• Monitor team metrics and address any bottlenecks/issues
• Focus on Service Level Agreements and ensuring the team is meeting it's commitments
• Assist with mentoring and coaching for the team - build skills and train team members
• Act as an escalation point and expert for the team
• Manage team on-call schedule and staffing in the Austin, Chandler, Laguna Beach, San Francisco offices
• Work with the business to identify gaps or problems with existing processes
• Manage Audio/Video events and conference room equipment all offices
• Act as quality control for the team -- addressing team ticket quality, responsiveness, thoroughness, ticket hygiene, etc
• Able to perform all the hands-on tasks that we ask of the Service Desk Analysts
• Be flexible. We're growing and we need to continue to change to help the company grow
• Diagnose and fix employee related problems related to hardware or software or systems access
• Maintain inventory levels of equipment and proactively manage software licenses
• Assist the team as a whole in improving processes and documenting policies

What You Bring to the Table

• Bachelor's degree in information technology, or equivalent work experience
• 7+ years of experience in the Information Technology field
• 2+ years of leadership experience or senior roles
• Experience mentoring and coaching technicians
• Strong knowledge of Windows, MacOS, and mobile devices
• Current working knowledge of Active Directory in a multi-domain a plus
• Experience working both independently or as part of a large project team
• Strong organizational and analytical skills; oral and written communication skills
• Ability to learn and pick up concepts quickly
• Ability to take initiative and lead projects
• Ability to accomplish tasks without supervision
• Must possess a positive and professional attitude
• Experience working with virtual/remote staff members
• Knows how to use Mac's so well that you could probably work at the Apple Store
• Doesn't shy away from talking to humans face to face. Yes. Humans.
• Can manage and stay within a budget
• Has experience working with Okta, Jamf, and JIRA
• Ability to travel 10% of the time

And Of Course, Perks!

• Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Competitive Pay. You'll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
• Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.
• MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.
• COVID-19 Response. All of our employees are currently working from home and will be for the foreseeable future. We look forward to seeing everyone in-office when it's safe to return.

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].