IT Service Desk Manager

🔥 12 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

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Coursera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

🛍️ eCommerce

☁️ SaaS

💰 $1M Venture Round on 2021-01

Education • eCommerce • SaaS

Coursera is one of the largest online learning platforms in the world, launched in 2012 by Stanford professors Andrew Ng and Daphne Koller. With the mission of providing universal access to world-class learning, Coursera partners with over 250 leading universities and industry partners to offer a wide range of courses, Specializations, Professional Certificates, and degree programs. As of March 2022, it had 102 million registered learners and is utilized by institutions globally for workforce upskilling and reskilling in various fields like data science, technology, and business. Coursera became a B Corp in February 2021.

📋 Description

• Lead, guide, and mentor a geographically dispersed IT support team • Foster a collaborative and inclusive team culture and ensure a consistent end-user experience • Maintain operational excellence through strategic initiatives, process optimization, and efficiency improvements • Develop and implement efficient IT Service Desk processes • Monitor KPIs for continuous improvement • Ensure timely incident resolution and request fulfillment according to SLAs • Support strategic IT budget management and resource optimization • Participate in strategic planning and organizational objectives • Collaborate with cross-functional teams to improve security, productivity, and execution • Oversee IT Service Desk workflows and projects • Drive global standards, standard operating procedures, user experience enhancements, and digital transformation • Lead employee development programs, performance reviews, coaching, and career-pathing for the Service Desk team

🎯 Requirements

• Minimum of 6 years of technical support and service management experience • Minimum of 3–4 years in a supervisory role • Experience managing enterprise support in a large and complex environment • Experience with web-based services and technology • Knowledge of ITIL framework and Service Desk as a Service • Proven ability to make sound decisions under pressure, take calculated risks, and own outcomes • Experience defining, managing, and exceeding support KPIs and metrics including CSAT, TTR, SLAs, and backlogs • Experience leading comprehensive organizational change initiatives • Experience overseeing third-party vendors and service providers • Strong oral and written communication skills • A degree or equivalent experience, preferably in Information Technology • Extensive experience configuring and troubleshooting Mac OS, Windows 10 and higher, and IT tools • Proficiency in service management tools • Technical or leadership certification such as ITIL 4, CompTIA ITOps, HDAA CHDM, COBIT, PMP, or Six Sigma

🏖️ Benefits

• Choice of working from home, an office, or a collaboration space • Globally distributed team collaboration opportunities • Professional growth and career development opportunities • Employee development programs, coaching, performance reviews, and clear career paths • Reasonable accommodations upon request

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