IT Manager, Service Desk, Customer Support

Job not on LinkedIn

November 7

Apply Now

Receive Emails with Similar Jobs

Business Wire

WebsiteLinkedInAll Job Openings

Media • Public Relations • Marketing

Business Wire is a trusted and experienced newswire service that offers public relations and investor relations solutions. The company provides press release distribution, media targeting, and analytics services to help organizations connect with their target audiences. With multimedia capabilities and extensive reach to over 100,000 media outlets and 200+ industry and trade categories worldwide, Business Wire ensures that news is delivered effectively to the right channels. It also offers resources such as case studies, webinars, and educational content to keep industry professionals informed about the latest trends. Additionally, Business Wire supports compliance and corporate social responsibility initiatives through comprehensive disclosure and filing services.

501 - 1000 employees

Founded 1961

📱 Media

📋 Description

• Lead the daily operations of a service focused organization, handling 350+ weekly support requests. • Handle service desk incidents and escalations, including root cause analysis, resolution, and prevention. • Ensure all IT service requests are logged, prioritized, and resolved. • Ensure customer satisfaction by defining, monitoring, and reporting on performance metrics. • Perform regular process and SOP reviews to identify areas for improvement, optimize operations, and expanded organizational support capabilities. Proactively identify trends across and initiate mitigation actions. • Provide critical incident management and be the interface between clients and technical teams within the company during outages and other major events. • Keep up to date with the latest high-level technology trends. • Ability to lead through complex technical issues. • Support key initiatives as defined by management.

🎯 Requirements

• 8+ years leading IT Service Desk and Customer Support teams. Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences. • Proficient in supporting, and maintaining, end user applications and desktop hardware (Windows & Mac). Managing mobile device management (MDM) platforms; Intune & JAMF. • Expert in supporting custom developed SaaS applications. • Possess a customer first mindset with strong organizational skills and the ability to work under pressure. • Proficient in Jira Service Desk; similar ticketing solution. • Proficient in Microsoft 365 administration. • Experience with support and administration of cloud-based telephony. • Proficient supporting IAM solutions (Okta, Entra). • Scripting experience. • Experience with ITIL framework. • Certification (nice to have) • ITIL • AWS Fundamentals • OKTA • Microsoft • A/Net+

🏖️ Benefits

• Ability to work remotely • Excellent health benefits that begin on your first day of employment • $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources • 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance) • PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!