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Global IT Service Desk Manager

$118,000 - $204,000/Yr

Highspot - Seattle, WA

posted 2 months ago

Full-time - Mid Level
Seattle, WA
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Global IT Service Desk Manager will oversee the Service Desk operations worldwide, ensuring efficient, customer-focused support for end users facing various technical issues. This role involves managing a high-performing Help Desk team across multiple regions, optimizing operational processes, and fostering a service-centric culture focused on continuous improvement.

Responsibilities

  • Manage and develop a high-performing Help Desk team across multiple regions (US, Canada, EMEA, India).
  • Optimize operational processes and implement scalable IT solutions.
  • Build a service-centric team culture focused on proactive support and continuous improvement.
  • Recruit, train, and retain a skilled Help Desk team.
  • Promote a proactive problem-solving mindset and cross-training.
  • Analyze and improve Service Desk processes to increase efficiency and customer satisfaction.
  • Collaborate with IT, security, and business leaders to create scalable IT processes.
  • Oversee troubleshooting and resolution efforts for technical issues.
  • Define and maintain Helpdesk SLAs to drive accountability and customer experience.
  • Maintain accurate inventory records of laptops and other equipment.
  • Implement cost-saving measures within asset management.
  • Oversee onboarding and offboarding processes for new hires and departing employees.
  • Conduct regular audits to uphold compliance and perform root cause analysis.
  • Drive Helpdesk projects from conception to completion.

Requirements

  • 5+ years of experience in a Service Desk or IT support role.
  • At least 2 years in a managerial position overseeing a global support team.
  • Expertise in establishing and managing performance metrics.
  • Strong technical skills in application, MacOS, Windows, and network connectivity support.
  • Experience collaborating with teams across different regions.
  • Proficient with Jira, Okta, Google Workspace, and Microsoft Office Suite.
  • Proven project management skills.
  • Experience with AV setup and support for conference rooms.
  • Excellent leadership, communication, and relationship-building skills.

Nice-to-haves

  • Experience in a fast-paced, high-growth environment.
  • Familiarity with ITIL framework.

Benefits

  • Comprehensive medical, dental, vision, disability, and life benefits
  • Health Savings Account (HSA) with employer contribution
  • 401(k) Matching with immediate vesting on employer match
  • Flexible PTO
  • 8 paid holidays and 5 paid days for Annual Holiday Week
  • Quarterly Recharge Fridays (paid days off for mental health recharge)
  • 18 weeks paid parental leave
  • Access to Coaches and Therapists through Modern Health
  • 2 volunteer days per year
  • Commuting benefits
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