Service Desk Manager
Confirmed live in the last 24 hours
Arrive Logistics

1,001-5,000 employees

Carrier and customer-centric logistics company
Company Overview
Arrive Logistics is defining a new standard for experience in freight, pushing the limits of what's possible for themselves and their partners every day.
B2B

Company Stage

Series B

Total Funding

$335.1M

Founded

2014

Headquarters

Austin, Texas

Growth & Insights
Headcount

6 month growth

-6%

1 year growth

1%

2 year growth

34%
Locations
Austin, TX, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Atlassian
Management
Customer Service
CategoriesNew
IT & Security
IT Project Management
IT Support
Requirements
  • 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
  • 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
Responsibilities
  • Evaluate performance, hold direct reports accountable, and address any performance issues appropriately
  • Hire, promote and manage as needed
  • Develop and maintain team training and development, including training documentation and materials
  • Manage the daily operations of the IT Service Desk team
  • Identify improvements to current processes that increase productivity and efficiency
  • 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
  • Develop and monitor team SLAs and KPIs
  • Build and maintain relationships with internal and external key stakeholders
  • Work with Leadership to establish department goals and objectives
  • 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