IT Service Help Desk Manager

JUUL Labs - San Francisco, CA3.0

Full-timeEstimated: $77,000 - $100,000 a year
EducationSkillsBenefits
THE COMPANY:
JUUL's mission is to improve the lives of the world's one billion adult smokers by driving innovation to eliminate cigarettes. JUUL is the number one US-based vapor product. Headquartered in San Francisco and backed by leading technology investors including Tiger Global, Fidelity Investments and Tao Invest LLC, JUUL Labs is disrupting one of the world's largest and oldest industries.

We're an exceptional team with backgrounds in technology, healthcare, CPG and biotech, and we're growing rapidly to deliver on our mission. We're actively looking to hire the world's best scientists, engineers, designers, product managers, supply chain experts, customer service and business professionals.

Description

The Service Desk Manager's role is to oversee the IT Service Desk team and ensure that end users are receiving the appropriate assistance in a timely manner. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Strategy & Planning

  • Work with your Director to develop Service Level Agreements (SLAs) and establish problem resolution expectations and timeframes.
  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.
Acquisition & Deployment

  • Prepare budget proposals and operational expenditure statements.
  • Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
  • Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
  • Ensure appropriate training initiatives for new and existing staff.
  • Purchasing and deployment tasks.
  • Key words for IT leader roles: authorize, purchase, oversee.
  • Key words for hands-on roles: install, deploy, configure.
Operational Management

  • Manage the processing of incoming calls to the Service Desk via both telephone, self-service and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in Help Desk requests and generate statistical reports.
  • Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and communication of help sheets, usage guides and FAQs for end users.
  • Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
  • Oversee the development, implementation and administration of service desk staff training procedures and policies.
  • Train, coach and mentor Service Desk Technicians and other junior staff.
  • Manage the overall desk activities and staff.
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Attend Change Advisor Board (CAB) meetings.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
Formal Education & Certification

  • College diploma or university degree in the field of computer science and/or 3+years equivalent work experience.
  • ITIL Certified
Knowledge & Experience

  • Proven work experience as an IT Help Desk Manager
  • Extensive experience with ServiceNow
  • Extensive knowledge of computer hardware, including Macs and PCs
  • Working knowledge of a range of diagnostic and monitoring utilities
  • Experience with desktop operating systems, including Mac, Windows, IOS and Android
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
Personal Attributes

  • Solid relationship management and performance management skills
  • Ability to motivate and direct staff members and subordinates
  • Strong customer service orientation
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Good written, oral, and interpersonal communication skills
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Ability to present ideas in business-friendly and user-friendly language
  • Highly self-motivated and directed
  • Keen attention to detail
  • Team-oriented and skilled in working within a collaborative environment
Work Conditions

  • Some travel may be required.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Perks & Benefits

  • A place to grow your career. We'll help you set big goals - and exceed them
  • People. Work with talented, committed and supportive teammates
  • Equity and performance bonuses. Every employee is a stakeholder in our success
  • Boundless snacks and drinks
  • Cell phone subsidy, commuter benefits and discounts on JUUL products
  • Excellent medical, dental and vision benefits
  • Location. Work in the heart of San Francisco, one of the world's greatest cities
Vapor, JUUL, Work Culture, Fast Paced, Start-up, Growth, Vape, Technology, Software, Hardware, Consumer Electronics, Manufacturing, Design, Product, Disruptive, Revolutionary, Cutting Edge, App, Android, eCommerce, B2C, San Francisco, Bay Area, IoT, San Jose, Los Angeles
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