#Description#
Employ Inc. provides people-first recruiting solutions that empower companies to overcome their greatest hiring challenges. Serving SMBs to global enterprises, Employ focuses on the unique recruiting needs of each organization — from simple hiring to sophisticated talent acquisition.
Employ is the only organization to offer companies choice in their hiring solutions, providing a curated set of recruiting technologies and services. By prioritizing people ahead of products, Employ helps companies grow, scale, and thrive through personalized choice, collective intelligence, and lasting relationships. Together, Employ and its brands (JazzHR, Lever, Jobvite and NXTThing RPO) serve more than 21,000 customers across multiple industries. For more information, visit www.employinc.com.
As the manager of the IT Service Desk, you will be entrusted with leading a small but global team which supports all of Employ. This role will require a strong hands-on leader who can shift between leading, managing, and executing on technical work throughout the day. This role presents an exciting opportunity to join a department being re-envisioned with the goals to deliver the highest levels of service, at scale, while embracing some of the newest technologies to streamline operations. Specific duties will involve people leadership, budget, service, and vendor, management, and delivery on customer satisfaction level targets for the IT Service Desk.
- Provide leadership, guidance, and mentorship to the IT Service Desk team, including goal and expectation setting, career development, and performance evaluations
- Build a collaborative and inclusive team culture focused on continuous improvement, rewarding knowledge sharing, and automation of repetitive work
- Develop service desk operational processes and the ITSM system configurations to ensure the effective handling of tickets, adequate response times, and a high degree of customer satisfaction
- Embrace the concept of Continuous Improvement to drive quality and consistent improvement into processes in order to reduce error rates and improve overall customer satisfaction
- Develop efficient and effective on/off boarding processes to ensure the smooth distribution and collection of IT equipment from employees and contractors, while limiting internal resource demands
- Manage the development and reporting of KPI metrics that highlight customer satisfaction, service performance, and areas for improvement
- Bring our ITSM tooling to the next level by streamlining processes, enhancing tooling, and developing KPI driven dashboards for the team and management
- In support of our SOC and ISO compliance goals, ensure all processes used by the IT Service Desk are thoroughly documented, consistently audited, and regularly improved upon
- Collaborate with Information Security on compliance-related activities, including Information Security, Data Privacy, as well as SOC and ISO audits
- Act as an escalation point for complex support issues, providing guidance and ensuring prompt resolution
- Experience developing and leading internal support processes for a global company
- 2+ years of formal management experience; 5+ years of IT Service Desk experience
- Professional certifications, such as: ITIL Foundations or CompTIA A+ are a plus
- Strong technical experience with the following technologies:
- Windows/MacOS including desktop administration, desktop engineering, and support
- System Administrator level experience with ticketing systems (Jira Service Management very strongly preferred)
- Single Sign On and cloud identity services setup and support (Azure AD and Okta strongly preferred)
- System Administrator level experience with Office 365
- Support and administration of Office365 products including Exchange Online, OneDrive, SharePoint Online, and Teams
- A/V Solutions support and troubleshooting
- Configuration and administration of MDM solutions such as InTune and Jamf
- Experience working within video conferencing services such as Teams or Zoom
- Soft skills: Finance management, change management, process improvement, stakeholder management, excellent written and verbal communication
- Strong problem solving and troubleshooting skills
- Ability to communicate complex technical information to non-technical stakeholders
- Strong communication skills with the ability to communicate out to the organization as a whole as needed
- Self-starter with the ability to work independently when needed
- Team player who recognizes understands the goal to win together as a team
Employ is an Equal Opportunity employer.
Employ is an EVerify employer.
