Manager, IT Service Desk

Job Description

Job Title
Manager, IT Service Desk

I. Job Summary | Major goals and objectives.

Reporting to the Senior Director, IT, manage a team of IT Service Desk technicians located in various offices throughout the country and Provide in-person support for our LA office. The role supports our internal customers with desktop support issues primarily on-site, and remotely as needed. Support may take place in person, via phone, or Zoom. The role is responsible for ensuring proper in-office staffing levels. This is an on-site role.

II. Essential Job Functions

Accountabilities, Actions and Expected Measurable Results
• Manage a team of 6 IT Service Desk technicians located in offices throughout the US.
• Provide in-person tech support for the LA office.
• Oversee management of the IT offices, workspaces, and storage facilities that fall under this role's domain.
• Work closely with the IT Service Desk team to ensure proper ticket ingestion and ticket flow throughout different IT groups.
• Manage ticketing systems and queues for each location to coordinate workload for all technicians while providing exceptional resolution times.
• Ensure enforcement of team SLAs.
• Focus on automation and efficiency of existing and new processes and workflows. Oversee the implementation of enhancements.
• Provide a point of escalation for desktop issues, including after-hour and weekend support for business-critical functions.
• Monitor and track incident trends for each location to ensure proper escalation and responsiveness.
• Provide backup support for conference room and Zoom support.
• Participate in On-Duty rotation to manage our various On-Duty teams covering Walkup support, Slack, and ticket management.
• In conjunction with IT management and peers, create and maintain team documentation and playbooks.
• Work with and assist other IT Service Desk teams with end-user support as needed.
• Manage hardware repairs with vendors.
• Assist with asset management. Oversee management and auditing of hardware inventory.
• Provide printer support.
• Specifically assigned responsibilities beyond end-user support
• Assist with ad-hoc and team projects as needed.

III. Minimum Qualifications and Job Requirements | All must be met to be considered.

Education: Bachelor's degree preferred

Experience: Minimum of 7 years of experience in a technical support role, 3 years people management.

Specific Knowledge, Skills and Abilities:
• Outstanding customer service powers
• macOS and Windows 10/11 proficiency
• Mac and PC hardware troubleshooting
• Knowledge of Google Workspace and Office 365
• Basic networking skills
• Basic user administration skills (Via Okta or Active Directory)
• Exceptional troubleshooting skills
• Ability to work in a rapidly changing environment
• Strong desire to learn new technologies and systems
• Zoom and Zoom room support experience
• Comfortable working with ticketing systems such as Jira Service Management
• Ability to work occasionally after hours and on weekends for maintenance and as part of our on-call rotation.
• Industry certifications are a plus

% Travel Required (Approximate): 10-15%

It is the policy of Dotdash Meredith to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Company will provide reasonable accommodations for qualified individuals with disabilities. Accommodation requests can be made by emailing ddm.hr@dotdashmdp.com.

Pay Range
Salary: California: $90,000.00 - $110,000.00

Jobcode: Reference SBJ-r1mj4m-3-145-91-52-42 in your application.