Help Desk Partner Onboarding Manager

Summary

Join Pax8 as a Help Desk Partner Onboarding Manager and onboard new partners and clients into our End User Help Desk Program. Communicate with partners during onboarding, support the discovery and documentation of their environment, and own the entire onboarding process. Continuously refine this process through automation and documentation. Manage the partner/client onboarding process, implement internal documentation strategies, handle communications and relationships with existing partners, train new hires and Help Desk Technicians, and handle escalations. The ideal candidate will have at least five years of experience in a similar role, along with experience in PSA and RMM tools. A B.A./B.S. in a related field or equivalent work experience is required. Pax8 offers a competitive compensation package and a comprehensive benefits package.

Requirements

• At least five (5) years of experience in a similar role
• PSA experience- ConnectWise, Autotask, Syncro, Kaseya and Jira
• Documentation management experience within IT Glue or equivalent
• RMM experience- Datto, Syncro, ConnectWise or equivalent
• Experience with Partner/Client facing engagement and communication
• Ability to anticipate and balance the needs of multiple stakeholders
• Ability to apply knowledge of business and the marketplace to advance the organization's goals
• Ability to build partnerships and work collaboratively with others to meet shared objectives
• Ability to know the most effective and efficient processes to get things done, with a focus on continuous improvement
• Ability to adapt approach and demeanor in real time to match the shifting demands of different situations
• B.A./B.S. in related field or equivalent work experience

Responsibilities

• Manage partner/client onboarding process
• Implement internal documentation strategy and manage existing documents
• Handle communications and manage relationship with existing partners
• Train new hires and existing Help Desk Technicians
• Handle escalations from Help Desk Technicians

Preferred Qualifications

Microsoft or CCP certification preferred

Benefits

• Non-Commissioned Bonus Plans or Variable Commission
• 401(k) plan with employer match
• Medical, Dental & Vision Insurance
• Employee Assistance Program
• Employer Paid Short & Long Term Disability, Life and AD&D Insurance
• Flexible, Open Vacation
• Paid Sick Time Off
• Extended Leave for Life events
• RTD Eco Pass (For local Colorado Employees)
• Career Development Programs
• Stock Option Eligibility
• Employee-led Resource Groups