Who we are:

Argo AI is in the business of building self-driving technology you can trust. With experienced leaders in the field and collaborative partnerships with some of the world’s largest automakers, we’re building self-driving technology that is engineered to scale globally and transform mobility for millions. 

Talented individuals join our team because they share our purpose to make it safe, easy, and enjoyable for everyone to get around cities. We aspire to impact key industries that move people and goods, from ride hailing to deliveries.

Meet the team:

Argo AI was founded to tackle one of the most challenging applications in computer science, robotics and artificial intelligence with self-driving vehicles. Argo AI is developing and deploying the latest advancements in artificial intelligence, machine learning and computer vision to help build safe and efficient self-driving vehicles that enable these transformations and more. The challenges are significant, but we are a team that believes in tackling hard, meaningful problems to improve the world.

This role is responsible for managing the Level 2 global enterprise service desk team. The right person will provide direct leadership and guidance to the Level 2 IT Service desk team.  Foster an environment that allows for ongoing innovation in order to improve the end user experience. Work to identify issues that could be addressed through tools and other enhancements that empower self-service across our user base. Ensure that the team consistently strives to deliver an excellent user experience. Mentor and develop a team of highly dependable and service-focused technologists providing a high degree of customer service.  Support the escalation and triage of service events to achieve a positive outcome.

What you’ll do: 

  • Recruit and grow a team of support professionals and enable the team to support a rapidly growing organization
  • Mentor and manage a team by providing career growth and learning opportunities
  • Lead support operations by developing, coordinating and implementing processes and procedures to achieve optimal team workflow and resolutions
  • Define, refine, communicate, and ensure that the team meets SLAs
  • Develop and manage team support schedules and deliverables
  • Manage and coordinate the processing of incoming issues to ensure courteous, timely and effective resolution.
  • Guide the timely handling and escalation of service issues
  • Lead after-hour incident events
  • Be an escalation point and provide coordination and support for the support group during high severity incidents
  • Ensure processes are carried out in accordance with agreed standards or procedures
  • Maintain current knowledge of industry best practices, concepts and procedures, including ITIL standards
  • Manage employee onboarding and offboarding processes

What you'll need to succeed:

  • Proven strong analytical and problem solving skills
  • 7+ years of IT management
  • 12+ years of overall IT support experience
  • Experience with ITIL and ITSM is required
  • Strong familiarity with G-Suite, Zoom, Slack and other collaboration platforms
  • Experience for Linux, OSX and Windows
  • Networking and infrastructure experience
  • Advanced understanding of team motivation
  • Atlassian experience is desirable
  • Extensive knowledge of creating and maintaining reports/dashboards
  • Strong written and verbal communication skills
  • Demonstrated ability to work independently and multi-task in an environment of changing priorities
  • Demonstrated ability to effectively collaborate and coordinate across geographically distributed teams  
  • Proven resourcefulness, creativity and troubleshooting skills
  • Experience working in a fast-paced support role
  • Demonstrated abilities in successfully leading and managing both:
    • Hardware: physical/virtual servers, data center
    • Operating Systems: Linux, Windows and macOS
    • Cloud: cloud security within AWS
    • Collaboration technologies
    • Service Desk / Customer Support
    • Middleware
    • Database
    • Orchestration Frameworks. Examples: Ansible, Terraform
    • Understanding and experience of hybrid-cloud environments
    • a high-octane, highly-skilled, multidisciplinary team of engineers and technicians
    • the overall governance, operations, planning, scaling, maintenance, services and support of multiple information and communication systems:
    • Demonstrated experience in working effectively and directly with all levels of the organization

What we offer you:

  • High-quality individual and family medical, dental, and vision insurance
  • Competitive compensation packages
  • Employer-matched 401(k) retirement plan with immediate vesting
  • Employer-paid group term life insurance and the option to elect voluntary life insurance 
  • Paid parental leave 
  • Paid medical leave
  • Unlimited vacation
  • Complimentary daily lunches, beverages, and snacks
  • Pre-tax commuter benefits
  • Monthly wellness stipend 
  • Professional development reimbursement
  • Employee assistance program
  • Discounted programs that include legal services, identity theft protection, pet insurance, and more
  • Company and team bonding outlets: employee resource groups, quarterly team activity stipend, and wellness initiatives

Our Background:

Argo AI was founded in late 2016 by industry experts with extensive experience building robotic systems for commercial applications. Our once-small team has since grown into an over 1,000-person strong company with strategic partnerships with two of the world’s leading automakers: Ford and Volkswagen. Our self-driving system is the first with commercial deployment plans for Europe and the U.S., and thanks to an ability to tap into both automakers’ global reach, our technology platform has the largest geographic deployment potential of any self-driving technology to date.

At Argo AI, we believe that embracing differences delivers superior results. We are an equal opportunity employer that is committed to an inclusive environment for all employees.

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Voluntary Demographics

Argo AI is committed to building a diverse and inclusive team of varying backgrounds and perspectives, with the shared goal of making transportation safer and more accessible, affordable, and convenient for all. We recognize the moral and ethical responsibility to create an environment that encourages learning about one another in order to foster an engaging and collaborative workplace.

Our policy is that qualified individuals with disabilities not be discriminated against because of their disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. We are pleased to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you require a reasonable accommodation during the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please contact accommodations@argo.ai.

Below is a set of voluntary demographic questions. If you choose to fill them out, the responses will be used to help us strengthen our hiring practices and in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. Your responses, or your choice to not respond, will not in any way be used in the hiring decision.

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