It Service Desk Manager

Business Wire, a Berkshire Hathaway company, is the global market leader in press release distribution and regulatory disclosure. We are on a mission to redefine how organizations connect with their audiences - and that’s just the beginning!

Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences.

About the Role

Business Wire is in search of an IT Service Desk (SD) Manager who will be responsible for Business Wire’s Global Service Desk team. The SD is the IT front line, solving end user technical challenges, providing support, and ensuring the business continues to function without interruption. The SD Manager plays a key role in the success of the organization by participating in incident management, creating, and following SOPs while mentoring, coaching, and leading a team of high performing service desk technicians. The ideal candidate possesses demonstrated expertise in overseeing end-user experience, asset management, thrives in a fast paced hands-on environment, possesses prior experience supporting medium sized organizations, and has a passion for continual service improvement.

What You'll Do

• Identify trends across SD requests and proactively initiate mitigation actions.
• Develop and implement new technical support processes to improve the client experience.
• Own SLA/KPIs. Generate KPI benchmarks and reporting to support SLOs. Drive End User Computing Satisfaction (EUCS) functions to meet SLOs.
• Keep up-to-date with the latest high-level technology trends.
• Support key initiatives such as Employee Onboarding, Asset Management, and Remote Work.
• A true leader who understands how client success impacts their business.
• Ability to proactively troubleshoot complex operational issues with little or no guidance.
• Communicate regularly with assigned internal clients to ensure service quality meets client expectations.
• Provide critical incident management and be the interface between clients and technical teams within the company during outages and other major events.
• Drive resolution of all incident and support requests assigned to the team.
• Demonstrated success leading teams through complex technical problems.
• Facilitate ongoing training and development with the team. Provide coaching and mentorship.

What You'll Need

• Microsoft/Azure AD and group policy experience.
• Excellent health benefits that begin on your first day of employment
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• Expert in supporting and maintaining end user applications and desktop hardware including Windows & Mac.
• Prior Okta, Intune, Office365, Telephony, and Zoom administration.
• 3+ years of experience leading IT Service Desk support teams, providing both technical and customer support while managing support related escalations within a medium sized organization.
• Scripting experience is a plus.
• Experience creating standard operating procedures.
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!
• Proficient in Jira Service Desk or other ticketing solutions such as ServiceNow, Zendesk, and Salesforce.
• 5+ years of experience providing IT support.
• Understanding of wireless networking technologies.
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• Familiar with IT Service Management ITIL practices.
• Ability to work remotely

A pre-employment background check will be required after the acceptance of an offer. Business Wire is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Business Wire will also consider for employment qualified applicants with arrest and conviction records.