The Linux Foundation is hiring a
Central Support Desk Manager

Summary

The Central Support Desk Manager at The Linux Foundation will lead, manage, and develop the support desk team, ensuring exceptional support to internal teams and community members. Key responsibilities include implementing and evolving the support desk, leading a team of professionals, managing daily operations, improving processes, engaging with stakeholders, reporting and analytics, customer service, and project management. The position is remote and open to applicants who can work North America time-zone standard business hours. The Linux Foundation offers exceptional benefits such as top-of-the-line healthcare, unlimited PTO, Flex Fridays, a 100% 401k match (up to the IRS-defined limit per year), and is an Equal Opportunity Employer.

Requirements

• Proven experience in a service desk management role, ideally within a tech-focused or open-source environment
• Strong leadership and team management skills, with the ability to motivate and develop staff
• Excellent problem-solving abilities and a track record of managing complex service desk operations
• Strong communication and interpersonal skills, with the ability to engage effectively with a diverse range of stakeholders

Responsibilities

• Lead and participate in the implementation and evolution of the support desk driving the adoption of best practices
• Manage and mentor a team of support desk professionals, providing guidance, training, and support to ensure high levels of performance and job satisfaction
• Oversee the day-to-day operations of the support desk, including incident and request management, ensuring timely resolution of issues and adherence to service level agreements (SLAs)
• Continuously assess and refine support desk processes, workflows, and tools to enhance efficiency and effectiveness. Implement best practices and innovations to drive operational excellence
• Collaborate with internal stakeholders, including IT, Finance, and other departments, to understand their needs and ensure that the support desk supports organizational goals and priorities
• Develop and maintain metrics and reports to track support desk performance, identify trends, and provide insights for decision-making and strategic planning
• Foster a customer-centric culture within the support desk team, ensuring that all interactions with users are handled with professionalism, empathy, and a commitment to providing outstanding support
• Lead and participate in support desk-related projects, including system upgrades, process changes, and the implementation of new technologies

Preferred Qualifications

A passion for open-source technology and a commitment to supporting the Linux Foundation’s mission

Benefits

• Top-of-the-line healthcare
• Unlimited PTO
• Flex Fridays
• A 100% 401k match (up to the IRS-defined limit per year)