What You’ll Do

• Recruit, train, and retain a skilled, customer-focused Help Desk team, leveraging global talent to drive efficient service delivery.
• Promote a proactive problem-solving mindset, emphasizing continuous improvement, with cross-training to expand team capabilities.
• Regularly analyze and improve Service Desk processes to increase efficiency, reduce errors, and improve customer satisfaction.
• Work closely with IT, security, and business leaders to create flexible, scalable IT processes ensuring operational excellence and reliability
• Lead a team in overseeing troubleshooting and resolution efforts for technical issues, ensuring efficient support for applications, network connectivity, and other critical systems.
• Define and maintain Helpdesk SLAs, supporting continuous improvement, driving accountability, prioritizing efficiently and delivering the best customer-focused experience globally.
• Maintain accurate inventory records of laptops and other equipment, ensuring all assets are tracked and managed according to compliance standards.
• Implement cost-saving measures within asset management and ensure compliance with security standards.
• Oversee onboarding and offboarding processes to ensure equipment setup and secure access for new hires and departing employees.
• Conduct regular audits to uphold compliance, performing root cause analysis on issues to prevent recurring issues.
• Drive Helpdesk projects from conception to completion, communicating clearly with stakeholders to meet business goals and project milestones.

Your Background

• You have 5+ years of experience in a Service Desk or IT support role, including at least 2 years in a managerial position overseeing a global support team.
• You have demonstrated expertise in establishing and managing performance metrics to deliver exceptional, globally consistent support services.
• You possess strong technical skills, with expertise in application, MacOS and Windows, and network connectivity support and troubleshooting.
• Experience collaborating with teams across different regions.
• Ideal candidate is proficient with Jira, Okta, Google Workspace, and the Microsoft Office Suite or equivalent applications.
• You bring proven project management skills, capable of driving IT projects to completion while hitting key milestones and managing resources effectively.
• You have experience with AV setup and support, ensuring smooth operation of conference rooms for meetings, presentations, and company events.
• You excel in leadership, communication, and relationship-building, effectively engaging with diverse stakeholders and team members.
• People-First Mindset: A genuine passion for supporting others and a commitment to creating positive experiences for users. You’re motivated by helping team members and everyone in Highspot succeed and are eager to make a meaningful impact on their day-to-day work.
• Make It Happen: You actively seek solutions and fixes, fostering a collaborative environment where team members feel supported in finding answers. You encourage open communication, ensuring that users feel comfortable coming to the HelpDesk with their challenges.
• Collaborate Across Boundaries: You’re not only comfortable talking to people but are driven by a desire to connect and find ways to help. You understand the value of clear, empathetic communication and work hard to create a welcoming and resourceful Service Desk team.