As Ping’s Manager of Desktop Support, you will report to the IT director and directly support Ping employees in Denver and around the globe. You will play a pivotal role in ensuring the smooth operation of Ping’s end-user support and computing environment and will be responsible for the overall strategy, management, and support of desktops, laptops, mobile devices, related software, and peripherals.

You Will:

Job Functions:

1. Provide Strategic Leadership: Lead and manage the Service Desk team globally, ensuring alignment with organizational goals and objectives.
2. Escalation Management: Act as the primary point of escalation for service and problem resolution, ensuring timely and effective resolution of issues.
3. Procedural Management: Design, control, and maintain procedures to ensure operational integrity and efficiency of the Service Desk.
4. Stakeholder Collaboration: Collaborate with stakeholders to manage routine maintenance of technology supported by the Service Desk, ensuring minimal disruption to business operations.
5. Performance Oversight: Oversee, measure, and assess the performance of the Service Desk team, implementing strategies for continuous improvement.
6. Process Enhancement: Identify opportunities for systems and process enhancements, collaborating with stakeholders to execute strategic projects while ensuring ongoing support for service lines.
7. Technical Expertise: Serve as a technical expert during the implementation and maintenance of IT solutions, providing guidance and support to the team.
8. Continuous Improvement: Implement a Continuous Improvement program to document and standardize procedures, driving efficiency and effectiveness within the Service Desk.
9. Team Management: Lead and manage the performance and development of Service Desk staff and contractors, organizing training programs to enhance skills and job knowledge.
10. Budget Management: Forecast and manage expenses for Service Desk operations and corporate laptops, ensuring adherence to budgetary constraints while achieving objectives.
11. Technology Awareness: Maintain up-to-date knowledge of relevant technology solutions and capabilities to drive innovation and efficiency within the Service Desk.

Essential Qualifications:

1. Educational Background: Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field preferred, or equivalent work experience.
2. Leadership Experience: Minimum 2 years of people leadership experience, with a total of seven years in related functional roles.
3. Communication Skills: Excellent communication skills with the ability to effectively engage with stakeholders at varying organizational levels.
4. Relationship Management: Strong relationship management and collaboration skills, with a proven track record of driving innovation and business results through cross-functional teamwork.
5. Change Management: Demonstrated experience effectively managing system or equipment change deployment, ensuring minimal disruption to business operations.
6. Technical Aptitude: Strong technical aptitude, including experience with system monitoring tools and the ability to grasp complex technical concepts.
7. Problem-solving Skills: Strong problem-solving skills with a focus on driving continuous improvement and finding creative solutions to complex challenges.
8. Adaptability: Ability to thrive in a fast-paced, ever-changing environment, with a high level of initiative and the capacity to manage multiple competing priorities effectively.
9. Independence and Collaboration: Ability to work independently under broad direction while also collaborating effectively with cross-functional stakeholders.

Desired Qualifications:

1. Familiar with SaaS applications (Salesforce, Google, etc) Supporting SaaS solution
2. Experience with CRM solutions (Fresh Service, Zendesk, Salesforce, etc)
3. Experience implementing strategic operational enhancements

Salary Range: $90,000-100,000