Service Desk Manager

Service Desk Manager

As a Service Desk Manager, you will lead our global Service Desk team. The ideal candidate will have 3+ years of progressive experience in IT management, with a strong focus on service delivery, team leadership, and process optimization. This hybrid role is crucial for ensuring the support of our user base on a global scale. The manager will report to the Director of Information Technology, and be responsible for leading a diverse team, supporting key projects, and maintaining high service levels.

Key Responsibilities:

• Team Leadership & Management:
  • Lead, mentor, and manage a small team of IT professionals located in multiple regions around the world
  • Conduct performance reviews, provide constructive feedback, and support the professional development of team members
  • Foster a collaborative and positive team environment that encourages innovation and problem-solving
• Global Operations & Support:
  • Develop and implement global IT support solutions, documentation, and best practices
  • Oversee day-to-day IT support operations, including incident and request management, asset management
  • Participate in end user support and global asset shipping and receiving, serving as team escalation point
  • Analyze service performance metrics and KPIs to identify areas for improvement and implement data-driven solutions
  • Identify bottlenecks or infrastructure issues and escalate to appropriate teams where necessary
  • Participate in an on-call rotation to provide 24×7 emergency coverage
  • Typically 2 days in office each week for on-site support and coverage
• Project Management:
  • Lead and participate in deploying strategic IT projects
  • Develop project plans, allocate resources, and communicate progress to stakeholders

Job Requirements and Preferred Skills:

• Experience: 5+ years of progressive experience in IT, with at least 3 years in a management or lead role
• Global Team Management: Proven experience managing geographically distributed teams, including understanding cultural differences and communication challenges
• Scripting: Hands-on experience with a scripting language (i.e. PowerShell, Python, JavaScript)
• Technical Skills:
  • Working knowledge of networking, Active Directory
  • Slack administration
  • Google workspace administration
  • Strong background in supporting a mixed environment of Windows and Mac end user devices (SCCM / Jamf respectively)
  • Azure / Entra user administration experience
  • Experience with IT security principles and best practices
• Soft Skills:
  • Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to a non-technical audience
  • Strong analytical and problem-solving abilities
• Preferred Skills:
  • ITIL or PMP certification
  • ServiceNow experience
  • Jira / Confluence administration

Why Applause?

We're proud to cultivate an inspiring, engaging employee culture that's consistently reflected in high employee retention rates and satisfaction. Our talented team – known as Applause Nation – is set up for success with the latest collaboration and learning tools, opportunities for career advancement, and more.

• We have a flexible work environment with top talent from across the globe
• Collaborate with an international team of 450+ passionate, talented co-workers
• Expand your portfolio with exciting, hands-on projects providing exposure to well-known, global brands
• Learn and grow through structured onboarding, in-house knowledge sessions and access to thousands of virtual courses available on demand
• Incorporate AI and other exciting technologies into your work, to help you prioritize and boost productivity
• Experience a supportive culture that emphasizes teamwork, innovation and transparency
• Share your voice! Contribute and integrate creative and innovative ideas across roles and departments

Applause Core Values:

As a global employee community, we strive to uphold the following core values, which are critical to business success and how we measure individual and team performance. Do you share our core values?

• Be Accountable: You love to take ownership, and hold yourself and others accountable to increase empowerment and success.
• Celebrate Authenticity: You love bringing your true self to work and creating genuine and trustful relationships within a diverse environment.
• In It Together: You have a team-first mindset and love collaborating with your peers.
• Create Value for Our Customers: You love delivering meaningful business impact and being a release partner for all aspects of digital quality.
• Crush Your Goals: You always strive for excellence and constantly seek ways to be better, more effective and more efficient.

Compensation:

Beyond Applause's award-winning culture, our employee-centric benefits and competitive compensation strategy are designed to support your physical and mental well-being, promote work-life balance, and fuel your professional growth.

The salary range for this position is $90,000 – $100,000

Accommodations:

Applause is a place where everyone belongs and where we believe everyone deserves the exceptional. We continue to celebrate diversity and are committed to creating an inclusive, equitable environment for our employees. If you believe you require a reasonable accommodation under any of the legally protected characteristics, please click here to complete an accommodation request. Please note, Applause will only review requests for applications that have been submitted. We will review your qualifications and follow up with you regarding your request if your qualifications meet our current needs.