Manager, Desk Support

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.

The US annualized base salary range for this position is $108,000.00-$162,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.