Founded in 2004 & trusted by Fortune 500 companies, Pluralsight is the technology learning platform organizations & individuals in 150+ countries count on to innovate faster & create progress for the world.
Working at Pluralsight
At Pluralsight, we believe everyone should have the opportunity to create progress through technology. That everyone should have access to the skills of tomorrow. That technology can make the world a better place. Through the work we do everyday, we empower the people who power our world.
And we don't let fear, egos or drama distract us from our mission. We're adults, & we treat each other that way. We have the autonomy to do our jobs, transparency to eliminate office politics & trust each other to do the right thing. We thrive in an environment with creativity around every corner, challenges that keep us on our toes, & peers who inspire us to be the best we can be. We bring different viewpoints, backgrounds & experiences, & united by our mission, we are one.
We are seeking an experienced Service Desk Manager to lead our IT Service Desk team who will provide exceptional IT service delivery to our employees for corporate IT service continuity. Reporting to the Director of Information Technology, the Service Desk Manager will be charged with ensuring IT support cases are responded to & resolved in a timely & high quality manner. The candidate will drive Pluralsight's IT's vision of the best possible employee technology experience through excellent customer service, technical oversight, consistent processes, & efficient team management of service desk engineers.
Who you are:
Escalation point for IT Service Engineers & example of excellent customer service
Owner of Service Management processes including Incident Management, Request Fulfillment, Problem Management & Inventory Management.
Mentor & Leader in managing & developing IT Service Engineers
Represent IT Leadership vision & policies & notify of issues that impact the business
What you'll own:
Maintenance of staffing & skill levels throughout operational hours by managing shifts, staffing schedules, etc.
Implement & hold team accountable for response time & resolution time SLAs
Service delivery performance metrics & management reports
Staff training & awareness sessions
Perform briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk.
Experience you'll need:
Bachelor degree in MIS, Computer Science, or equivalent.
Proven experience in leadership within a service desk function supporting 1500+ employees in multiple geographic locations.
Proven track record of continual service improvement in past IT service roles.
Strong attention to detail & ability to organize, prioritize & manage multiple tasks.
Creative thinking & excellent problem-solving skills.
Ability to work on multiple projects simultaneously both independently & within a team.
Excellent written & verbal communication skills.
Customer-focused, service-oriented & positive team-aligned attitude
Effective listening skills, awareness, & ability to follow the direction of IT management.
Ability to thrive in high demand, high pressure situations.
ITIL v3 certification a plus
MacOS experience a plus