What You’ll Do

• Evaluate performance, hold direct reports accountable, and address any performance issues appropriately. Hire, promote and manage as needed. Work with Employee Success to enforce company policies and establish a strong team culture.  
• Develop and maintain team training and development, including training documentation and materials. Train new hires and team members on updated processes, regulations and requirements. Provide continuous training allowing for technical growth and career development.
• Manage the daily operations of the IT Service Desk team. Identify improvements to current processes that increase productivity and efficiency. Implement new SOPs successfully. 
• Ensure that the team works within established troubleshooting guides, has the knowledge to resolve tickets in a timely manner and provide effective resolutions for support tickets. Establish a high level of customer service and proactivity with all interactions. 
• Troubleshoot and provide excellent customer service to Senior and Executive level management. Use expert knowledge of company systems, software, hardware and processes to handle escalations and complex issues. 
• Develop and monitor team SLAs and KPIs. Run, monitor and analyze reports and provide updates to Leadership on team performance and metrics. Implement improvements determined by data and metrics.
• Build and maintain relationships with internal and external key stakeholders. Lead the engagement of various teams throughout the organization with a service mindset, focusing on ensuring end-user satisfaction.
• Work with Leadership to establish department goals and objectives. Detail steps to achieve objectives and delegate tasks appropriately. 
• Collaborate with leaders across Enterprise IT to roadmap, plan, and execute large scale IT projects and initiatives that require knowledge of infrastructure, security, and ITSM best practices.

Qualifications

• A high school diploma/GED equivalent. Bachelor’s degree preferred.
• 5+ years Customer Service experience required
• 5+ years of Enterprise IT with a strong foundation of ITSM best practices experience required
• Management or Leadership experience required
• Demonstrated ability to lead, mentor, motivate and train others 
• Strong technical knowledge of applications such as Okta, MDM solutions, Atlassian, Google Workspace, Slack, telephony systems, as well as Enterprise Mac and Dell ecosystems
• Ability to lead in a hybrid environment and travel as needed 
• Excellent written and verbal communication skills
• Strong customer service and conflict management skills 
• Strong analytical skills and ability to prioritize the workload of a team
• The ability to multi-task in a fast-paced environment, juggling multiple deliverables simultaneously, meet strict deadlines, and work under pressure
• A flexible, creative & solutions oriented demeanor
• Ability to conduct themselves with a high level of discretion
• Very strong work ethic with a team mentality

The Perks of Working With Us

• Take advantage of excellent benefits, including medical, dental, vision, life, and disability coverage.
• Invest in your future with our matching 401(k) program.
• Build relationships and find your home at Arrive through our Employee Resource Groups.
• Enjoy office wide engagement activities, team events, happy hours and more!
• Leave the suit and tie at home; our dress code is casual.
• Work in the booming city of Austin, TX – we are in a convenient location close to the airport and downtown.
• Park your car for free on site!
• Start your morning with a specialty drink from our fully stocked coffee bar, Broker’s Brew.
• Sweat it out with the team at our onsite gym.
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Get paid to work with your friends through our Referral Program!
• Get relocation assistance! If you are not local to the area, we offer relocation packages and have a Candidate Engagement Specialist who can answer any questions.