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About Carvana

At Carvana, we're changing the way people buy and sell cars. With an ambitious vision and a fundamentally different approach designed to be fun, fast, and fair, Carvana became the fastest-growing automotive retailer in history. We expanded nationally, went public on the New York Stock Exchange, sold our 1 millionth car, and reached the Fortune 500, all in just eight years.

Today, with 4 million retail customers and counting, Carvana is both the fastest-growing and the most profitable public automotive retailer, and we're just getting started. We continue to raise the bar for our customers as we tackle the enormous opportunity still ahead in the largest consumer vertical.

Working here means being part of a team that embraces change, celebrates creative problem solving, and always strives to be better. At Carvana, you'll have the opportunity to take on meaningful challenges, learn quickly, and help shape the future of automotive retail. If you're driven to grow and make an impact as part of a collaborative team, you'll fit right in. Learn more about what it's like to work here from the people that already do.  

About the team and position

We are looking for a Remote Field Services Team Lead to join our Tech Services Team. This role will oversee a team to ensure the timely delivery of quality technical support service to the business. This requires both knowledge of the software or hardware systems being supported and effective personnel management skills with a high degree of emphasis on providing an exceptional end-user experience.

This position will report to the Remote Field Services Manager and will be required to travel 50%+ of the time to assist in launching new markets and meetings with staff and site leadership

What you'll be doing

• Oversee a team to monitor and support all remote sites to include, circuits, network and security systems for multiple locations.
• Prioritize Inspection Center and auction support with critical applications.
• Communicate and collaborate closely with internal Property Operations, Security Team and Construction teams.
• Facilitate relationships with multiple vendors for installs and turn-ups to resolve issues either onsite or on the phone.
• Document, track and monitor all technical issues and solutions Communicate with remote users via phone or email in order to troubleshoot problems using (and sometimes without use of) remote connectivity tools. 
• Execute various projects across the enterprise-wide Remote Field Services (RFS) organization
• Coach, train, and develop your team to achieve personal and professional career goals
• Lead or act as a significant contributor to leadership in the development of key initiatives that provide high-level results to improve business processes and service delivery
• Ensure policy adherence and provide support for both internal and external security controls
• Provide monthly report to leadership and discuss opportunities for improvements  

What you should have

This is a service desk and user-facing support role. The qualifying candidate must be enthusiastic, energetic, and must take pride in helping people solve their computer problems. Service with a smile is a requirement! Additionally, you will have...

• 8-10 years experience in Information Technology industry, with 1+ years of direct people management
• Strong team player with good communication skills and strong inclusive, people-focused leadership skills 
• Prior experience with remote site management.
• Good understanding of ITIL foundation, SLA's, metrics and reporting.  
• Advanced skills administering Windows Server, Active Directory, DHCP, and other network services.
• Advanced skills in Windows Operating System (recent flavors: Windows 11,10) and the knowledge to create and push images.
• Experience managing service and procurement vendors
• Experience in project management tools "Jira"
• Strong familiarity with firewalls, switches, and wireless deployments.
• Strong familiarity with broadband connectivity (SD-WAN), data security, firewalls, VPNs, and the general processes centered around a data center environment.
• Experience with configuring network devices (Cisco, Juniper, Fortinet, Meraki).
• An understanding of enterprise network environments.
• Basic knowledge and troubleshooting skills for IP Phones.
• Experience with G-Suite including Gmail, Calendar, and Drive.
• Intermediate skills supporting MS Office suite, especially Outlook and Office 365.
• Experience with troubleshooting AV equipment such as HD TVs or Projectors.
• Experience in designing, implementing, and reporting to senior management of Service Desk related dashboards, metrics, and KPIs.

What we'll offer in return

• Full-Time Salary Position with a competitive salary.
• Medical, Dental, and Vision benefits.
• 401K with company match.
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more.
• A great wellness program to keep you healthy and happy both physically and mentally.
• Access to opportunities to expand your skillset and share your knowledge with others across the organization.
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.

Legal Stuff

Hiring is contingent on passing a complete background check.  This role is not eligible for visa sponsorship.

Carvana is an equal employment opportunity employer.  All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law.  Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.