Full-Time

Senior Manager

Global Help Desk

Posted on 11/13/2024

Nextiva

Nextiva

1,001-5,000 employees

Cloud-based communication solutions for businesses

Data & Analytics
Enterprise Software

Senior

Scottsdale, AZ, USA

Position requires in-office presence in Scottsdale, Arizona.

Category
IT Support
IT & Security
Required Skills
Salesforce
Oracle
Requirements
  • Bachelor’s Degree in Computer Science or equivalent, or equivalent work experience
  • At least 5 years experience leading a helpdesk/IT Solutions function in a large distributed, multi-national corporate environment (More than 1000 users, at least two countries)
  • Strong team leadership experience. Able to provide coaching and guidance to team members to enhance their technical and interpersonal abilities
  • At least 5 years experience managing large mixed Microsoft Windows and Apple MacOS environments
  • Significant experience managing O365 and Google Workspace environments
  • At least 5 years experience successfully implementing and administrating Intune and Jamf for MDM
  • In-depth knowledge and experience of OKTA, including administration, federation, MFA and application integration
  • In-depth technical knowledge of VOIP Phone Systems and Call Center Environments
  • Knowledge of Enterprise Networking, IP Addressing, DHCP, DNS, Cabling, Wireless Access points – note that networking is not the main focus of this role
  • Strong background in Enterprise security, advanced password policy management, and implementation of effective security controls and data retention policies
  • Familiarity with Salesforce and Oracle ERP
  • At least 5 years experience managing Microsoft licensing and software distribution
  • At least 5 years experience managing department budget and expenditure planning
Responsibilities
  • Work with company leaders to develop and implement a strategy for supporting the IT needs of our quickly expanding team
  • Manage the Help Desk staff and its leaders by providing coaching, guidance, and direction to team members globally
  • Enhance, expand, and maintain the Nextiva implementation of Intune and Jamf for management of all deployed devices (PC, Mac, Mobile, etc)
  • Lead the team managing the O365 and Google Workspace environments
  • Manage our implementation of OKTA, including administration, federation, MFA and new application integration
  • Engage with all departments to assist in implementing various enterprise software solutions
  • Work with the Nextiva security team to continually evaluate and improve all user security solutions and policies
  • Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents
  • Interacts with internal customers, functional peer groups, vendors, and management
  • Communicates effectively with technical and non-technically literate audiences; understands audience frame of reference and uses appropriate methods. Interacts with all enterprises, typically up to the VP level
  • Determine root cause of issues and communicate appropriately to internal and external customers
  • Point of Escalation for team and hands-on resolution as required
  • Provide accurate reports and metrics on team performance on regular cadence
  • Create and utilize KPIs to measure, monitor, and ensure the team's ability to meet or exceed Service Level Agreements (SLA)
  • Planning and Budgeting for fiscal year department expenditures

Nextiva offers cloud-based communication solutions for small to medium-sized businesses and enterprises, focusing on VoIP phone services that allow calls over the internet. Their NextOS platform integrates various tools, including video conferencing, team messaging, and CRM software, to streamline business communications. Unlike competitors, Nextiva provides a comprehensive suite of services under a subscription model, allowing for customization and scalability. The company's goal is to enhance business operations and improve customer interactions through integrated communication tools.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$194.5M

Headquarters

Scottsdale, Arizona

Founded

2008

Growth & Insights
Headcount

6 month growth

6%

1 year growth

9%

2 year growth

24%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for AI-driven customer experience tools aligns with Nextiva's offerings.
  • Nextiva's acquisition of Thrio enhances its customer experience solutions.
  • The rise of SMBs adopting cloud solutions expands Nextiva's market reach.

What critics are saying

  • Increased competition from Twilio's AI-powered solutions could challenge Nextiva's market position.
  • Integration challenges from the Thrio acquisition may lead to operational inefficiencies.
  • New leadership appointments may disrupt existing operations or alienate current customers.

What makes Nextiva unique

  • Nextiva offers a unified customer experience platform powered by AI.
  • The company provides a comprehensive suite of cloud-based communication tools.
  • Nextiva's subscription model ensures steady revenue and scalability for clients.

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