🛠 Tech Stack

💼 About This Role

You'll lead the Service Desk team ensuring efficiency and productivity for internal customers. You'll manage incidents, service requests, and SLAs while driving process improvement and team development. This role offers opportunities for learning and development within a leading ticketing technology company.

🎯 What You'll Do

• Oversee and support service desk staff daily operations
• Manage incident and service request handling and escalation
• Track and analyze KPIs like response and resolution time
• Improve and automate service desk workflows and processes

📋 Requirements

• BA/BS in Information Systems or related field (or equivalent experience)
• 5+ years IT operations experience
• 3+ years IT management experience
• Experience with ServiceNow, Jira Service Management, or similar ITSM

✨ Nice to Have

• Experience with Active Directory and Microsoft 365
• Knowledge of industry standard service desk best practices

🎁 Benefits & Perks

• 🏥 Medical, Dental, Vision Insurance
• 🏖️ Paid Holidays, Vacation, Sick Time
• 💵 401k Plan with employer match (3%)
• 👶 Parental Leave
• 📚 Training and Education Reimbursement

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min

🚩 Heads Up

• Manager-level role requiring 5+ years IT operations and 3+ years management experience, but listed as Manager (may imply high expectations)
• Mentions 'ability to work different shifts and extended hours' which may indicate on-call demands