PagerDuty is growing, and we are looking for a Manager of our Desktop Support team to lead the global support team dedicated to resolving customer issues and advocating for their needs. As their leader, you’ll be pivotal in shaping the success of your team while overseeing the service delivery of systems, services, and software to our users. As the Manager, Desktop Support, you will lead the team responsible for designing, building, deploying, and supporting solutions for teams across PagerDuty’s growing global user base. We are only considering candidates located in the San Francisco Bay Area at this time. This is a hybrid position that will work from our San Francisco office 3 days a week. 

Together with the other members of the IT Operations & Security team, you will play a pivotal role in managing our global support team. You will ensure that all technical issues are resolved efficiently and that our high standards of customer service are maintained consistently. This role requires strong leadership skills, a structured process mindset, and a commitment to providing excellent user support in a hybrid work environment.

This role will be responsible for leading our global technical support team, ensuring the effective use of systems/services like Jira, Google Workspaces, MacOS, Windows, JAMF, Office 365, Slack, and Zoom. This role requires a deep understanding of these platforms, strong leadership abilities, and a commitment to providing outstanding technical support.

Responsibilities

• Manage day-to-day operations and responsibilities of a globally distributed, multi-tier support team. 
• Strong knowledge and experience in managing and exceeding support KPI’s and critical technical support metrics - CSAT, Time to Resolution (TTR), Backlogs, etc.
• Identify, develop, and share KPI’s and relevant metrics with senior management.
• Provide “white glove” technical support to executive leadership and their supporting staff.
• Lead efforts to hire, develop, and build a technical support team.
• Oversight and participation in ITIL processes (change, asset, etc) as they relate to end-user support.
• Highly focused on automation of processes to reduce or eliminate manual tasks.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in support, engineering, and operations teams.
• Drive daily problem & incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for team advancement.
• Collaborate on roadmaps with other PagerDuty business and IT teams to ensure a clear direction and priorities for the Help Desk function. Ensure there is cross-training within the team and a healthy balance between providing new features/solutions and team technical debt.
• Institute best practices and standards to ensure the team produces high quality, well-architected, and supportable solutions. Lead reviews of support effectiveness. 
• Act as an ambassador for PagerDuty, recruiting and motivating top talent.

Basic Qualifications

• Minimum 1-3+ years as a technical manager/lead of a technical support team.
• Expertise in owning and scaling support operations with process development, escalation protocols, communication tools, and ticketing systems.
• Proven capability of having successfully delivered on support metrics and led support teams.
• Experience in deploying and managing virtual agents for frontline support issues.
• Experience managing both in-house and SaaS/cloud resources, including managing significant deployments and production services in Azure/AWS or similar cloud platforms.
• Demonstrated ability to provide exceptional internal and executive customer care.
• Experience working with both internal and external stakeholders, including project scoping and contract term/pricing/SLA negotiations.

Preferred Qualifications

• You are first and foremost a people person who has the ability to attract and motivate top talent. You are curious, collaborative, humble, and have empathy as a key trait.
• Customer first mindset and a “Get it done” attitude are critical success factors for this role.
• Proven experience in service-related concepts, practices and procedures including ITIL methodologies - ITIL certification a plus.
• Experience in a growing SaaS startup environment and culture, ideally with fast-growing and rapidly-scaling processes and solutions within companies in the 1000-2000+ employee range.
• Bachelor’s Degree from an accredited college or university, or equivalent work experience.

The base salary range for this position is 120,000 - 187,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.