Senior Manager, Global Help Desk

Redefine the future of customer experiences. One conversation at a time.

We’re changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.

Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If you’re ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you’re in the right place. 

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

 

The Senior Manager, Global Help Desk is responsible for leading global support for internal Nextiva employees. This leader is responsible for providing high-level support to internal users and stakeholders, including key executives within the company, driving key initiatives, leading, and training helpdesk technicians in multiple locations around the globe.

Key Responsibilities:

• Manage the support staff and provide coaching, guidance, and direction to team members globall
• Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents.
• Interact with internal customers, functional peer groups, vendors, and management. Communicate effectively with technical and non-technical audiences; understand audience frame of reference and use appropriate methods to support the needs of the individual. Interact with all enterprises up to and including C-level executives.
• Understand and effectively communicate corporate and organizational information and context. Gain individual and team buy-in and support of corporate and organizational values and initiatives
• Determine root cause of issues and communicate appropriately to internal and external customers
• Point of Escalation for team and hands-on resolution as required 
• Provide accurate reports and metrics on team performance on regular cadence
• Create and utilize KPIs to measure, monitor, and ensure the team's ability to meet or exceed Service Level Agreements (SLA)
• Planning and Budgeting for fiscal year department expenditures

Qualifications:

• Bachelor’s Degree in Computer Science or similar study, or equivalent work experience
• At least 5 years experience leading a helpdesk in a large, diverse and multi-national corporate environment
• Strong team leadership experience. Able to provide coaching and guidance to team members to enhance their technical and interpersonal abilities
• At least 5 years experience managing Office 365 in an OKTA federated user environment. 
• At least 5 years experience managing large Microsoft Windows and Apple MacOS environments
• Implementation and administration of MDM solutions such as Kace, Intune and Jamf
• In-depth knowledge of OKTA, including administration, federation, and application integration
• At least 5 years experience managing Microsoft licensing and software distribution
• At least 5 years experience managing department budget and expenditure planning

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  They are a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  They will embrace a culture of service and learning with a focus on caring, supporting and respecting our custo