Global Service Desk Manager

🕒 3 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 11%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 3 dias.
• As vagas desta empresa costumam ser preenchidas em 27 dias.
• Sem salário divulgado.

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CloudPSO

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

💼 Consultoria

📦 Logística

📣 Marketing

Consulting • Logistics • Marketing

CloudPSO é uma empresa inovadora que fornece soluções para gerenciar configurações de redes WiFi por meio do aplicativo My Spectrum. Os usuários podem personalizar parâmetros da rede, como o nome e a senha da rede, gerenciar dispositivos e modificar configurações avançadas como DNS e encaminhamento de porta. A CloudPSO tem como objetivo aprimorar o controle do usuário sobre sua conectividade de internet e otimizar o desempenho da rede.

Descrição

• Lead service desk team leads and analysts; set performance expectations, coach the team, and support hiring, onboarding, and training • Plan staffing and shift coverage to meet client support hours • Ensure open incidents and priority requests have a clear owner at every handoff • Own ticket triage, prioritization, escalation, and follow-through across incidents and service requests • Coordinate major incidents with technical teams and vendors • Keep clients informed through resolution and follow up on corrective actions • Track SLA attainment, response and resolution times, backlog aging, first-contact resolution, and customer satisfaction • Turn recurring issues into specific improvement plans • Lead client service reviews, explain performance trends, and follow through on agreed actions • Maintain runbooks, escalation paths, and knowledge articles • Identify opportunities to automate repetitive work and improve self-service • Partner with infrastructure, cloud, security, and application teams to onboard new clients and services into support with clear ownership and procedures

🎯 Requisitos

• 5+ years in IT service desk or technical support operations, including experience managing a team • Experience running support across multiple shifts, locations, or client accounts • Track record of managing SLAs, escalations, and major incidents in a client-facing environment • Working knowledge of ITIL service management practices • Experience with an ITSM platform such as ServiceNow, Jira Service Management, Freshservice, or ConnectWise • Technical depth involving Microsoft 365, identity and access, endpoints, networking, and cloud services • Strong written and verbal communication skills • Preferred: Managed service provider experience, ITIL certification, and experience onboarding new client accounts or improving a growing service desk

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