As the Senior Manager, Global IT Service Desk, you will lead and mentor our end-user support team, ensuring the delivery of exceptional technical assistance to all employees. This role demands a strong blend of technical expertise and excellent customer service skills. Key responsibilities include the leadership, training, and support of the Service Desk team, the management of the entire ticket escalation process, hardware operations, AV operations, and the resolution of critical and complex technical issues. This role reports directly to the Director of IT.

Key Responsibilities: IT Service Desk Leadership and Operations

• Team Leadership and Development: Lead, coach, and develop the IT Service Desk team, overseeing daily operations and setting performance metrics to ensure high-quality service delivery.
• Customer Service Excellence: Guarantee exceptional, end-to-end customer service for all end-users, whether interacting in person or remotely.
• Process Improvement and Documentation: Identify, implement, and document new processes and improvements to enhance the Service Desk's efficiency and effectiveness. Proactively bring new ideas and identified workflow improvements to senior leadership.
• Deliver premium, high-touch ("white-glove") technical support to executive leaders.
• Hardware and Asset Management: Manage the lifecycle of company hardware, including purchasing, configuration, deployment, and tracking. Maintain an accurate inventory of laptops, monitors, and peripherals.
• Performance Monitoring and Reporting: Define, track, and report on critical Service Level Metrics (SLMs) such as response time, resolution time, and end-user satisfaction. Generate regular reports on team and individual performance to drive accountability and continuous improvement.
• Technical Oversight and Escalation Management: Oversee endpoint management utilizing tools like Jamf, Intune, or equivalent Windows device management systems. Provide senior leadership in the resolution of complex and critical IT issues and escalations.

Key Cross-Functional Collaborations

• Workforce Management: Collaborate with Human Resources (HR) to optimize the employee lifecycle processes.
• System Integration and Automation: Work closely with IT Engineering on projects involving system integrations and automation.
• Financial Oversight: Partner with Finance on activities such as budgeting, forecasting, and tracking IT assets.
• Issue Resolution: Act as the main internal point of escalation for all corporate IT-related issues.

Required Qualifications for Success:

• Extensive IT Service Management Experience: 7-10 years in IT management, including prior leadership roles, ideally within a high-growth and hybrid work environment.
• Demonstrated experience managing teams across multiple international time zones.
• Team Development and Leadership: Proven track record of leading, developing, and mentoring a high-performing IT Service Desk team.
• Technical Expertise:
• Deep understanding of IT systems, hardware, and software.
• Expertise in utilizing Jira Service Management for efficient ticket handling.
• Hands-on experience with endpoint management software, including remote access tools.
• Proficiency in administering collaboration and productivity suites (e.g., Slack, Zoom, Google Meet).
• Working knowledge of Google Workspace, Windows Active Directory (AD), and Windows PowerShell.
• Operational Excellence:
• Experience leading IT service desk operations that utilize defined Service Level Agreements (SLAs) and measurable Key Performance Indicators (KPIs).
• Ability to manage multiple tasks, prioritize effectively, work under pressure, and meet tight deadlines.
• A strong capacity to thrive in a fast-paced, high-growth organizational setting.
• Communication and Collaboration:
• Exceptional verbal and written communication skills for interacting with employees and business leaders at all organizational levels.
• Proven ability to partner effectively across both technical and non-technical teams.
• Problem-Solving Focus: Strong analytical and problem-solving skills necessary to efficiently and effectively resolve complex IT issues.
• Customer Service Orientation: A demonstrated commitment to delivering exceptional customer service.

The estimated base salary range for new hires into this role is $143,000- $183,000 annually + annual bonus depending on factors such as job-related skills, relevant experience, and location. We also offer a competitive benefits package, including 401(k) match, medical, dental and vision insurance; life and disability insurance; generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave; EAP, other wellbeing resources; and much more.

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