Senior IT / IS Help Desk Manager

GFiber • Austin, TX

9d

About The Position

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong. GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet. The application window will be open until at least Dec 19, 2025 . This opportunity will remain online based on business needs which may be before or after the specified date. Role Description We're looking for a highly skilled and strategic Senior IT/IS Help Desk Manager to lead our large-scale support operations. The ideal candidate will have extensive experience managing a help desk for a large enterprise (5,000+ end users) and a proven track record in vendor management. This role is responsible for the overall strategy and performance of our help desk, ensuring operational excellence, managing key vendor relationships, and leading a diverse team of IT support professionals. The Senior Manager will be instrumental in driving continuous improvement and aligning help desk services with our company's business objectives.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent practical experience.
• 7 years of progressive experience in IT support, with at least 4 years in a senior management role within a large enterprise (5,000+ end users).
• 5 years of Direct IT Help Desk call center management experience, including experience with shift management, performance metrics, industry standards & trends, workflows and cost optimization.
• 5 years of managing and implementing ITIL-based processes (e.g., Incident, Problem, and Change Management).
• Comprehensive knowledge of IT infrastructure, including enterprise-level hardware, software, network architecture, device lifecycle management, and cloud services (GCP).
• Ability to travel domestically and internationally.

Nice To Haves

• Leadership skills with a track record of managing and motivating, diverse teams, and remote teams with strong vendor management skills.
• Strong verbal and written communication skills, with the ability to present complex information to technical and non-technical audiences.
• Strong analytical and problem-solving skills, with a proactive approach to issue resolution.
• Servicenow optimization and automation.
• Experience in vendor management, including service review and performance oversight.
• Experience with IT service management (ITSM) tools and methodologies.

Responsibilities

• Strategic Leadership: Develop and execute the long-term strategy for the IT help desk, including implementing new technologies, defining service level agreements (SLAs) for a global user base, and aligning support services with business goals.
• Operational Management: Oversee all daily operations of the help desk. This includes advanced ticket management, incident response, problem resolution, and ensuring consistent service quality across multiple locations.
• Vendor Management: Manage and optimize relationships with multiple IT vendors and service providers. This involves negotiating complex contracts, monitoring vendor performance against SLAs, and ensuring vendor services provide maximum value.
• Process and Policy: Drive the development and implementation of scalable IT policies, processes, and best practices. This includes optimizing workflows, introducing automation, and ensuring compliance with industry standards like ITIL.
• Performance Analytics: Utilize help desk metrics to analyze performance trends, identify areas for improvement, and report on key performance indicators (KPIs) to senior management.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees