Senior Manager, Global Help Desk

Nextiva has four main office locations that include Arizona, Ukraine, Mexico and India.  We also have smaller satellite offices in Poland, UK and Spain with more coming.  Our hybrid workforce of more than 1,500 team members either work from home, in an office, or both.  

The Senior Manager, Global Service/Help Desk (which we call ITSO) is responsible for leading the global team that supports hardware, software, access and security for all internal users in the company.    

Key Responsibilities:

• Work with company leaders to develop and implement a strategy for supporting the IT needs of our quickly expanding team.

• Manage the Help Desk staff and its leaders by provide coaching, guidance, and direction to team members globally.

• Enhance, expand, and maintain the Nextiva implementation of Intune and Jamf for management of all deployed devices (PC, Mac, Mobile, etc).

• Lead the team managing the O365 and Google Workspace environments.

• Manage our implementation of OKTA, including administration, federation, MFA and new application integration.

• Engage with all departments to assist in implementing various enterprise software solutions.

• Work with the Nextiva security team to continually evaluate and improve all user security solutions and policies.

• Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents.

• Interacts with internal customers, functional peer groups, vendors, and management.

• Communicates effectively with technical and non-technically literate audiences; understands audience frame of reference and uses appropriate methods. Interacts with all enterprises, typically up to the VP level

• Determine root cause of issues and communicate appropriately to internal and external customers

• Point of Escalation for team and hands-on resolution as required

• Provide accurate reports and metrics on team performance on regular cadence

• Create and utilize KPIs to measure, monitor, and ensure the team's ability to meet or exceed Service Level Agreements (SLA)

• Planning and Budgeting for fiscal year department expenditures

Qualifications:

• Bachelor’s Degree in Computer Science or equivalent, or equivalent work experience

• At least 5 years experience leading a helpdesk/IT Solutions function in a large distributed, multi-national corporate environment (More than 1000 users, at least two countries).

• Strong team leadership experience. Able to provide coaching and guidance to team members to enhance their technical and interpersonal abilities

• At least 5 years experience managing large mixed Microsoft Windows and Apple MacOS environments.

• Significant experience managing O365 and Google Workspace environments.

• At least 5 years experience successfully implementing and administrating Intune and Jamf for MDM.

• In-depth knowledge and experience of OKTA, including administration, federation, MFAand application integration.

• In-depth technical knowledge of VOIP Phone Systems and Call Center Environments.

• Knowledge of Enterprise Networking, IP Addressing, DHCP, DNS, Cabling, WirelessAccess points – note that networking is not the main focus of this role

• Strong background in Enterprise security, advanced password policy management, and implementation of effective security controls and data retention policies.

• Familiarity with Salesforce and Oracle ERP. 

• At least 5 years experience managing Microsoft licensing and software distribution

• At least 5 years experience managing department budget and expenditure planning

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  They are a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Compensation, Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.

Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations! 🚀

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

#LI-RQ1   #LI-Onsite