🛠 Tech Stack

💼 About This Role

You'll lead support desk operations and drive IT service improvements at GFiber, an Alphabet company. Your core impact is ensuring efficient incident resolution and high user satisfaction across the organization.

🎯 What You'll Do

• Lead, mentor, and develop Support Desk team members and Team Leads
• Implement and improve IT service management processes (ITSM)
• Communicate service status, risks, and improvement initiatives
• Serve as primary escalation point for service issues
• Plan workforce capacity and forecast support demand

📋 Requirements

• Bachelor’s degree in IT, Computer Science, Business, or related field
• 10 years of experience in IT support or service management
• 4 years in leadership or service delivery management roles
• Proven experience leading Support Desk operations
• Proven experience supporting Mobile Devices and/or Laptops

✨ Nice to Have

• Ability to explain fixes to technical and non-technical audiences
• Using metrics and data visualization to justify trade-offs
• Driving results across teams that do not report to you

🎁 Benefits & Perks

• 💰 Bonus and cash award included in total compensation
• 🏖️ Flexible remote work environment

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

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