About Orchard
Orchard is radically simplifying the way people buy and sell their homes. For the average American, the home purchase and sale process takes months, creates anxiety, and is filled with uncertainty and hassle. Orchard has reimagined the end-to-end experience of buying and selling, from innovative home search tools to find the perfect home to the ability to buy a new home before selling your current one. Orchard customers manage the entire experience through a personalized online dashboard, while also getting the support of best-in-class Orchard real estate agents.
Headquartered in New York City and with offices throughout Texas, Colorado, Georgia, North Carolina, and Virginia, Orchard has over 400 employees and growing. We have raised over $130 million in equity financing from top-tier investors including Revolution, Firstmark, Accomplice, Navitas and Juxtapose. Our investors have also backed the likes of Pinterest, AirBnb, Shopify and Sweetgreen. Orchard is proud to be recognized as part of Glassdoor’s Best Places to Work.
About the Role
This is an exciting opportunity to lead a high-growth IT team at the ground floor, and play an instrumental role in making the home buying and selling experience frictionless for our customers. We are focused on high quality user support and believe in automation as a way to scale our team's ability.
You’ll be managing our IT Support Engineers across our workforce. We have offices in New York, Austin, and Frisco with satellite offices in most of the markets we operate in. The IT Support team is responsible for the hardware and software that Orchard employees around the country use on a daily basis to successfully do their jobs. This means supporting hundreds of endpoint devices which are a mix of macOS and Windows. In addition, the team supports software as a service (SaaS) solutions like Google Workspace, Salesforce, Slack, Okta, Zoom, Jamf, InTune, and more.
You’ll report to our Head of Technology and be based in New York or Austin.
What You’ll Do Here
- Manage, mentor, and recruit for the IT Support team
- Provide strategy, guidance and serve as a point of escalation
- Define SLAs and KPIs to ensure the help desk gives quick and accurate support
- Create and update policies, standards and procedures
- Facilitate a culture of end user self service through innovative programs, software, documentation and other resources
- Collaborate with other teams to ensure a secure and compliant technical environment
- Collaborate with greater engineer organization on project based work
- Ensure all new hires have the technology and training they need to be successful
- Manage hardware and software inventory levels
- Serve as a point of escalation on IT support issues
We’d Love to Hear From You if You Have
- 3+ years experience managing an IT help desk
- 6+ years of relevant experience in IT
- Experience supporting and administering SaaS applications. We use many, including Google Workspace, Okta, Office365, Slack, Jira, Zoom, Jamf, and 1Password
- Experience supporting Microsoft Windows 10 and Macintosh OS 10.15 or later
- Experience managing remotely deployed devices
- A results orientation with a high motor and an incredible attention to detail; able to drive projects from planning to completion with limited oversight
- Demonstrated communication and interpersonal skills to work across diverse stakeholders and cross-functional teams
- A low ego and can-do attitude; willingness to admit mistakes and work to remedy them
- Flexibility to prioritize deliverables and re-prioritize them at a moment’s notice
- Comfort operating in an ambiguous environment where there's not a set playbook on how to solve each problem
Why Orchard
We're proud to be recognized by Glassdoor, Inc. Magazine, Fast Company and Forbes on their lists of best places to work. We also have a 4.9 Glassdoor rating! Orchard is building the first one-stop-shop in real estate and we’re bringing together the most innovative professionals across real estate, business, marketing, technology and design. We also have some pretty great perks:
- Equity participation
- Flexible PTO
- Up to 18 weeks of paid family leave
- Employee discount on Orchard’s services
We're currently working from home until it's safe for employees to return to the office. We anticipate returning later this year and are excited to welcome people back to our offices and see one another in person. Until then, your interviews will all happen virtually. If there is anything we can do to make your process easier, don't hesitate to let us know!
Orchard is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.