The Manager, Service Desk, is a crucial role within our Technology Operations organization. This individual will be directly responsible for leading the CLEAR Service Desk, which is a 24/7 customer facing team. You will provide necessary direction, coaching, & support for our Service Desk team members; while also seeking to understand our customers' needs & adapting our support processes to meet them. An important aspect of the role is your ability to drive solutions & efficiency within the team. This individual must be a customer-focused, hands on technical leader who thrives in fast-paced, complex environments.

What you'll do:

• Establish & Manage Service Desk SLAs
• Manage a team of direct reports that is capable of scaling to meet business needs
• Maintain accurate & up to date documentation & runbooks to support our team members
• Participate in the Service Desk queue to provide assistance, build knowledge, & help gain important perspectives on process improvements
• Develop & maintain relationships with Field Engineering to identify opportunities to drive a frictionless support experience
• Research & present new ideas to further enhance our service approach

How you'll measure success:

• Establish & Manage SLAs for Field Support 
• Provide regular reporting & utilize reporting to drive process improvements
• Maintaining accurate & up to date documentation & runbooks
• Reduced resolution time & escalations by driving internal efficiencies

What you're great at:

• Associates degree in a technical field, or equivalent experience.
• 2-3 years experience working within a Service Desk or Support driven role including providing onsite & remote support.
• 1-2 years experience managing a Service Desk team 
• Strong communication skills when working with technical & non-technical users
• Providing exceptional service to internal & external customers
• Ability to train & coach others on proper troubleshooting techniques
• Building relationships with key stakeholders & finding opportunities for improvement.
• Strong planning & organizational skills to identify process improvements

How You'll be Rewarded:

At CLEAR we help YOU move forward - because when youre at your best, were at our best. Youll work with talented team members who are motivated by our mission of making experiences safer & easier. Our hybrid work environment provides flexibility. In our offices, youll enjoy benefits like meals & snacks. We invest in your well-being & learning & development with our stipend & reimbursement programs. 

We offer holistic total rewards, including comprehensive healthcare plans, family building benefits (fertility & adoption/surrogacy support), flexible time off, free OneMedical memberships for you & your dependents, & a 401(k) retirement plan with employer match.

About CLEAR

Have you ever had that green-light feeling? When you hit every green light & the day just feels like magic. CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 19+ million passionate members & hundreds of partners around the world, CLEARs identity platform is transforming the way people live, work, & travel. Whether its at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, & more seamless experiences - making them all feel like magic.

CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job. Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment.

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