IT Support Lead - EMEA

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams - People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more - provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.
The Role
The Block IT Support (BITS) team provides technical support, end user services and onsite office support to all Block employees. We are a global team running 24/7 with a main focus on providing the right solution as quickly as possible.
You Will

• Provide people leadership for your team of IT Support Specialists. Your team will be distributed geographically and in some cases in different time zones across the EMEA region. You will build and continue the development of team partnership and collaboration in a remote and hybrid environment.
• Manage Technology support operations in Block offices, some of which may not have onsite an IT Support Specialist. Collaborating with the Workplace and AV teams to ensure our offices are well maintained.
• Roster and scheduling of team members, working with the leads globally to ensure 24 x 7 coverage in a follow-the-sun model.
• Oversee the team's work queues and quality of work performed by the team, providing coaching and support where required. Ensuring all service requests are completed within Service level agreement and to a high standard.
• Support ongoing Knowledge Management best practices, ensuring all members of the team are contributing quality content to the IT Knowledgebase.
• Business partnering with the wider Block community in your region, providing a point of engagement for IT. In this capacity you may assist with problem solving, answers and anything else that may come up (you may not always know the answer but you help to find the people who do)..
• Work as part of the Global IT Support leadership team to evolve the capability of the IT Support function and delivering strategic initiatives.

You Have

• 3+ years in a people-leadership role.
• Previous experience in a hands-on customer-facing IT Support role(s) in an ITIL aligned organisation.
• Experience leading remote teams.
• Relevant Technology or other certification, ITIL certification.
• Demonstrated experience working independent and prioritize.
• Experience navigating a large, diverse and geographically dispersed global company.
• Must be in the office 3-5 days a week.

Technologies We Use and Teach
Google, Slack, MacOS, Windows OS, Okta, user devices (end point), RBAC access provisioning, Jira/Atlassian.
We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Check out benefits at Block.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.