Director, Service Desk Manager

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $74.3k - $115k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Teach For America

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1990

📚 Education

🤝 Non-profit

🌍 Social Impact

💰 $3.7M Grant on 2017-11

Education • Non-profit • Social Impact

Teach For America is an education-focused organization dedicated to ensuring that every young person receives a relevant, engaging education and has the opportunity to choose their own future. Through its teacher corps, Ignite Fellowship, and alumni programs, it builds transformational relationships between students and educators, fostering leadership and social change. TFA aims to impact students in under-resourced communities by recruiting and training teachers, prioritizing diversity, and tackling educational inequities.

📋 Description

• Manage Teach For America’s Service Desk, including level 1 and 2 technical support agents • Manage and develop Service Desk technicians to provide excellent technical support experiences • Manage day-to-day operations and the team budget • Develop the team’s long-term strategy • Establish clear processes and standards • Identify areas for improvement and provide metrics and documentation • Lead daily Service Desk operations and verify agents follow established processes and deliver quality service • Remove team roadblocks and maintain updated troubleshooting and operations knowledge resources • Interview, hire, and train new agents • Conduct performance reviews and performance improvement conversations • Assign learning and development opportunities, exercises, tasks, and stretch projects • Review Service Desk work and trends to identify process improvement and automation opportunities • Identify recurring incidents and address root causes to deflect tickets • Generate and present support-service health metrics to stakeholders • Build relationships with partner teams and participate in cross-team collaborations • Define new and updated service agreements with client teams • Investigate complex issues and collaborate with other teams • Confirm Service Desk standard operating procedures and customer-facing knowledge base articles are clearly documented

🎯 Requirements

• At least 4 years working in an IT technical support environment with heavy emphasis on quality customer service • 1 to 3 years in IT Help Desk management and operations improvement • Excellent verbal and written communication skills • Planning, organization, analytical, and problem-solving skills • Technical support experience with Windows and Mac laptops and Microsoft’s suite of products • Holistic knowledge of technology products, services, and trends • Experience using service management tools to manage and track work and create metrics using dashboards and reports • Understanding of ITIL incident and request management principles • Ability to communicate with empathy and collaborate with others • Occasional weekend or evening work hours may be required • Must be able to travel for department or organizational events

🏖️ Benefits

• Flexible/Remote work arrangement • Career development and learning opportunities • Occasional department or organizational events • Travel for department or organizational events averaging once per year