Manager, Global Service Desk

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
About Avid
Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.
At Team Avid, we are committed to building a global organization that promotes and celebrates diversity and inclusion—drives innovation in a fun and highly-collaborative culture. We pride ourselves on our core values: We are empowered, trusted, inclusive and passionate.
Come join us supporting the next phase of our strategic growth and transformation, including our rapidly expanding subscription software business.
Job Summary
Global Service Desk Manager is responsible for managing daily operations of the service desk, managing the global service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. The ideal candidate will have a strong understanding of ITIL and ServiceNow as well as experience in Incident, Problem and Request management. The Service Desk Manager will be responsible for ensuring that all customer inquiries and issues are handled in a timely and efficient manner, while also providing guidance and mentorship to the team.
Responsibilities And Duties

• Develop & maintain reporting on productivity and SLA’s.
• Foster positive end-user relationships and drive customer satisfaction.
• Manage escalation and resolution of service requests, problems, and incidents within ServiceNow.
• Vendor management, including procurement, security reviews, and renewals.
• Manage end-user hardware ordering and troubleshooting (Desktops, laptops, etc.)
• Oversee asset management and inventory.
• Support end-user operating system and application deployment (Windows, Office, etc.)
• Create annual survey & review survey feedback to improve services, tools, and support experience.
• Lead the development, implementation, and continual improvement of ITIL processes.
• Effectively manage, develop, and train the service desk team.
• Own onboarding new hires, including provisioning of computers and accounts.

Qualifications & Skills

• Identifying, reporting and managing Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
• Hands-on experience with a wide variety of computer software, hardware, peripherals including Microsoft O365 & AD.
• Bachelors’ degree in IT or related technical field.
• Knowledge of JIRA/Confluence.
• 5+ years direct experience planning and managing IT teams that are customer focused and metrics driven.
• Excellent leadership and people management skills.
• Demonstrated organizational skills, attention to detail and ability to multi-task.
• Excellent written and verbal communication skills, with the ability to communicate with all levels of the company including the Executive Team.
• Customer-service oriented
• Strong understanding of ITIL and ServiceNow.

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
US Pay Transparency Range $109,000.00 - $128,000.00
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!