Manager, Desk Support
ZendeskAbout the role
Job Description
Who we're looking for
The Global Service Desk team is dedicated to providing best in class support across various operational areas, including onboarding and offboarding, laptop deployment, access provisioning, and troubleshooting for a range of services such as SaaS applications, office network issues, Zoom desktop, and Zoom Rooms. As the Service Desk Manager, you will oversee the daily operations of the global service desk, manage Tier 1, Tier 2, and Tier 3 teams, and act as the primary liaison to other stakeholders when it comes to technical issues. Your role is crucial in ensuring the continuous development and enhancement of service desk operations. This position reports directly to the Director of IT Services.
What you will be doing as the Manager, Global Service Desk:
Manage and oversee daily operations of the global service desk teams, ensuring efficient and effective support delivery.
Lead and coordinate the activities of Tier 1, Tier 2, and Tier 3 support teams.
Act as the main point of contact between the service desk team and other stakeholders, including internal departments and external partners.
Monitor and evaluate service desk performance, implementing improvements and innovations to enhance service quality.
Develop and maintain service desk procedures, documentation, and training materials.
Ensure timely resolution of technical issues, maintaining high standards of customer service.
Handle escalations for complicated and sensitive issues.
Collaborate with IT leadership teams to align service desk operations with organizational goals and strategies.
Report on service desk metrics and performance to the Director of IT Services, highlighting areas for improvement and successes.
Provide guidance and training to team members, fostering their professional growth and technical expertise.
Soft Skills
Communication: Ability to clearly and effectively communicate (written & verbal) with internal team members, colleagues, and stakeholders to assign tasks, provide guidance, and offer feedback. Exhibit the ability to collaborate across different levels of the organization.
Leadership: Possess the ability to build and manage cohesive and high-performing teams through influence and motivation.
Problem-Solving: Ability to identify, analyze, and resolve problems through data, analytics, creativity, and systemic approaches.
Results Driven: Possess the ability to meet the organizational goals through goals, OKRs, and other data (performance metrics, SLAs, and SMART Goals).
Foster Collaboration: Ability to foster a positive and supportive environment where team members can share ideas, information, and opinions on common goals or tasks.
What you bring to the role:
Education:
Bachelor’s Degree in Information Technology, Computer Science, or a related field. (Equivalent work experience may be considered.)
Experience:
3-5 years of experience in IT service desk or technical support roles.
At least 1-2 years of experience in a supervisory or managerial role within an IT service desk environment preferably in a global context
Experience managing diverse teams across different support tiers
Excellent problem-solving abilities and technical knowledge, including familiarity with Slack, Okta, Google Workspace, Network, Mac OS, Zoom desktop, and Zoom Rooms.
Knowledge of Zendesk is preferred.
Outstanding communication skills, with the ability to effectively represent the service desk team to various stakeholders.
Demonstrated commitment to continuous improvement and development of service desk operations.
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