CoinFlip is a leading financial services platform focused on the digital economy. Headquartered in Chicago, CoinFlip operates the world’s largest network of cryptocurrency ATMs by volume and an over-the-counter trading desk, giving the world quick, easy, and secure access to the benefits of cryptocurrency.

CoinFlip placed No. 60 on the 2021 Inc. 5000 list, making it the top-ranked cryptocurrency company in the most prestigious ranking of the nation’s fastest-growing private companies. CoinFlip was also named the 2021 #1 fastest-growing company in Chicago by Crain’s and was awarded the 2021 Silver Stevie ® Award for Customer Service.

With a 5-year growth rate of 1,715,091.9%, the company is looking to quickly expand its current headcount across all departments. It’s an exciting time to join CoinFlip as it plans to add additional business lines, expand internationally, and cement itself as a leading fintech company.

The IT Service Desk Manager manages, monitors, and assigns work to the IT Service Desk Technicians to

support and maintain the technology. This role serves primarily as an escalation point and infrequently as the first point-of-contact for end users reporting various IT problems. Service Desk Manager is

responsible to identify and address process gaps. Service Desk Manager must exhibit strong

communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that the Service Desk addresses all problems and solutions, and that they are escalated and communicated in a timely manner.

Responsibilities

• Manage Coinflip’s IT Service Management tool (JIRA) to track incidents, asset inventory and all other user hardware/software.
• Service Desk Manager is responsible for managing day-to-day operations of the Service Desk. They will ensure that all process used are documented, audited and maintained and they follow Coinflip’s compliance requirements.
• Manage response procedures for all end-user requests, issues and escalations in line with ITIL standards and industry best practices.
• Establish, achieve and meet Service Desk SLA’s and leverage the data to drive improvements. Share the data with IT leadership on a monthly basis.
• Streamline and improve company’s onboarding and off-boarding process for employees and contractors. Ensure that the process meets IT security controls and compliance requirements.
• Manage the creation of user documentation, including SOP’s and user guides.
• Lead the rollout of new devices, including laptops, mobile devices, 2 factor authentication keys and any other hardware as required.
• Provide leadership to the Service Desk team members, including training and mentoring.

Requirements:

• Bachelor’s degree in Computer Science from an accredited college or university or equivalent education/ experience in the computer science field.
• ITIL Foundation Certificate preferred.
• 2-3 years of experience leading teams is required
• Excellent knowledge of Windows and MAC operating system as well as Mobile Device Management tools (Airwatch).
• Experience with Networking concepts (LAN, WAN, TCP/IP, VLAN, Wi-Fi, DHCP, DNS).
• Experience with JIRA Service Management Tool.
• Strong verbal and written communication skills. Ability to interact with the all departments and at all levels.
• Ability to work and make key decision with limited daily supervision.

Internal Referral:

• Tier Two

Working at CoinFlip means collaborating with experienced, people-first leaders with a clear vision and a track record of success. We offer a collaborative, positive working environment where we encourage employees to balance productivity with the need to recharge the batteries. And of course, you get paid pretty well - we offer competitive compensation packages, including equity, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer. We are committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. By applying to this role, you give express consent that CoinFlip may send you informational text (SMS) messages regarding this role, your application, and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP" to the text message you received. Message and data rates apply. If you require an accommodation, please let us know. We will work with you to meet your needs.