We are looking for an experienced Help Desk Manager to join our team! The ideal candidate has experience in managing, growing, and developing a successful help desk team. You will be responsible for overseeing the day-to-day activities of the help desk to ensure our internal customers receive the support and service they require to remain productive. In addition, you will also be responsible for monitoring and reporting on operational KPIs to ensure the support team is meeting SLAs and resolving issues in accordance with policies and procedures that you will help craft. To be successful in this role, you will be a great mentor and coach to the team, implement processes to support our community proactively and know how to communicate effectively to a broad audience.

Responsibilities

• As Payscale’s Help Desk Manager, you will be a strong and pragmatic team member that is passionate about solving big problems with simple solutions and driving perfection at a great company
• Ensures quality of service delivery of calls, ticket documentation, and output of Help Desk processes.
• You will provide ongoing performance, feedback and coaching to Help Desk team members via coaching and recurring 1:1 meetings.

• Work hands-on with the Help Desk team, acting as an escalation point for customer issues, supporting your team in finding solutions to complex problems
• Develop and maintain positive relationships with teams across the business
• Direct and lead by example, ensuring the team follows pre-established Help Desk policies, practices, and procedures and new ones that you help craft
• Lead projects focused on continuously improving Corporate IT services like implementing automation to lighten workloads
• Assist in developing and maintaining team OKRs and achieving a high NPS rating.

• Maintain content in our staff-facing documentation and wiki/knowledge base.
• Recommend and implement process improvements, guide team on required process documentation and related metrics. Create standards for process documentation.
• Stay current on emerging service desk trends and best practices to ensure that the service desk is constantly developing a proactive service model.
• Own lifecycle management of hardware, maintain stock and protocol for consumable supplies, facilitate repair/replacement/maintenance of circulating equipment and technology-equipped facilities.
• Guides the Help Desk Team to independently research, troubleshoot, and resolve trouble tickets to maintain a healthy ticket age.

• Obtains feedback from customers, strategic partners, and clinical units to ensure operational effectiveness goals are being maintained.

Qualifications

• 5 years of progressive, relevant IT experience supporting end-users with at least 2 years' experience supervising and leading a team of Help Desk staff.
• Bachelor’s degree in Computer Science, or equivalent experience.
• Minimum 5 years of experience supporting Microsoft systems (Windows 8-11) and Apple systems (OS X 10-12).

• Minimum 3 years of experience leading technical projects from start to finish.
• Excellent communicator with a focus on customer service to resolve issues effectively.
• Ability to tailor support for all members of the organization.
• Problem solver who knows how to effectively utilize resources.
• Highly organized and precise, with great attention to detail.

• Experience managing enterprise software and project managing a team.
• Experience working with endpoint configuration management tools.
• Ability and desire to work autonomously while achieving results.
• Ambitious, flexible attitude in order to prioritize in a rapidly growing startup-like environment.
• Strong leadership and mentoring skills.

• Excellent verbal and written communication skills.
• Ability to travel to off-site locations.
• Availability outside of working hours to resolve emergency issues promptly.

Tools

• Active Directory

• Azure AD
• Zendesk Ticketing System
• Atlassian Products: Jira & Confluence
• JAMF
• ManageEngine

• Sophos
• Okta
• Slack
• Microsoft 365
• Mimecast/Proofpoint

• Remote Desktop/VDI/VM
• Absolute
• Zoom
• RingCentral

Compensation

In the spirit of pay transparency, we are excited to share the base salary range for this position is $95,800 -$157,400, exclusive of fringe benefits or potential bonuses. This position is also eligible for an annual corporate bonus of 15%. If you are hired at Payscale, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).

Company Description

• Voted Seattle’s and Boston’s best places to work according to Built In 2022.
• Voted one of Seattle’s companies with the best benefits according to Built In 2022.

Benefits and Perks

• Pursue excellence every day
• Create customer value
• Compete to win (and lose!) as a team

• Monthly company all hands meetings
• Regular opportunities for executive leadership exposure
• Access to top-notch learning courses through LinkedIn Learning
• Regular manager check-ins to drive performance and career growth
• A growing network of employee resource groups
• And more!

Our more standard benefits (U.S.)

• Discretionary Paid Time Off, giving you flexibility to rest, relax and recharge away from work.
• 15 Paid Company Holidays, including an extended Fourth of July Break, World Mental Health Day, and Juneteenth
• A comprehensive benefits plan including medical, dental, life, vision, disability and life insurance covered up to 100% by Payscale
• 401(k) retirement program with a fully vested immediate company match
• 12 weeks of paid parental leave
• Flexible Spending Account options for pre-tax employee allocations

Equal Opportunity Employer:

We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.