Service Desk Manager

Summary

Join Pacvue's growing team as a Service Desk Manager! Lead and mentor a team providing IT support, overseeing ticketing systems, and ensuring efficient issue resolution. You will establish and refine IT processes, manage enterprise applications, and partner with the IT Director on strategic initiatives. This role requires 5+ years of IT support experience, including at least 2 years in management, and strong knowledge of various applications. Pacvue offers a competitive salary, work-from-home flexibility, annual bonuses, comprehensive benefits (including HMO after three months), paid time off, and opportunities for professional growth.

Requirements

• 5+ years of IT support experience, with at least 2+ years in a managerial or leadership role
• Strong knowledge of hosted application support, including Okta, M365, Atlassian Jira/Confluence, Slack, Zoom, and MDM solutions (Intune, Kandji)
• Experience supporting MacOS & Windows 10/11, including OS installation, configuration, and patching
• Proven ability to lead and manage a team in a remote environment, with strong interpersonal and communication skills
• Ability to analyze data, generate reports, and make informed decisions to improve IT service delivery
• Ability to manage multiple priorities in a fast-paced, dynamic environment
• Strong problem-solving skills with a proactive and customer-focused mindset
• Experience working in a 24/7 environment and supporting global teams
• Shift work may be required, with prioritization of US working hours

Responsibilities

• Lead, mentor, and develop the IT Service Desk team, providing guidance and support to ensure high-quality service
• Oversee the Service Desk ticketing systems, ensuring prompt triage and resolution of IT application and hardware issues, ensuring adherence to SLAs and KPIs
• Establish and refine IT processes, workflows, and documentation to improve efficiency and effectiveness
• Act as the escalation point for complex IT issues and coordinate with higher-tier support teams when necessary
• Manage and support enterprise applications across Pacvue brands, including Okta, Slack, M365, Atlassian Suite, GitHub, and others
• Partner with the Corporate IT Director to develop and maintain IT policies, procedures, and best practices to support security, compliance, and operational excellence
• Monitor team performance, generate reports, and implement improvements based on metrics and feedback
• Ensure continuous training and upskilling of the IT Help Desk team

Preferred Qualifications

• Jira Service Management experience
• ITIL certification or similar IT service management experience
• Experience implementing and optimizing help desk ticketing systems
• Previous experience in a startup environment
• Familiarity with cybersecurity best practices and compliance requirements

Benefits

• Competitive salary of $1250 USD per month with potential annual performance based increases
• Work From Home
• Annual contractor bonuses every December and a comprehensive benefits package include HMO for the contractor and immediate family (spouse and children) after three months
• Sick leave and paid time off after three months
• Maternity/Paternity leave (applicable after six months)
• Internal training
• Opportunities for personal and professional growth within a supportive team environment