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IT Service Desk Manager
Posted on 11/22/2022
New York, NY, USA
Experience Level
Desired Skills
  • You view your role as supporting your team and the company to meet their business objectives
  • You have built a cohesive team and can manage people effectively
  • Has established processes and procedures for a service desk team
  • Has built reporting of KPIs and service trends
  • Experience managing and growing a global service desk team
  • Utilize data-driven decision making
  • You can manage multiple priorities in a fast pace and high-volume environment
  • Have excellent written and verbal communication skills
  • Oversee the day-to-day operations of our service desk
  • Effectively manage, develop and mentor our high-performing global service desk team
  • Ensuring employee satisfaction with their requests
  • Oversee management of incident response
  • Oversee post-mortems of an incident and drive a detailed review of root causes
  • Identifying opportunities for improvement and driving change
  • Develop daily, weekly and monthly reports on the team's performance and service desk trends
  • Manage budget and licenses for services managed by the service desk team
  • Ensure all processes used by the service desk are thoroughly documented, audited for accuracy, and improved regularly
  • Support company growth through hiring and developing team members' skill sets
  • Uphold SLA compliance and address SLA breaches
  • Manage team OKRs and report on team performance
  • Serve as the top-tier escalation point for the team and manage escalated issues
  • Follow up on customer-satisfaction issues and user-feedback responses
  • Ensure team compliance with policies and procedures
  • Manage team schedules
  • Oversee monitoring of service uptime, maintenance windows, and scheduled service outages

501-1,000 employees

Customer engagement platform for marketing
Company Overview
Braze is committed to setting new standards in customer engagement. The company provides multi-channel marketing automations for companies to better engage with their customers.
  • Competitive compensation that includes equity
  • Generous time off policy to balance your work and life, including paid parental leave
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture
Company Core Values
  • Take Your Seat At The Table - Our community welcomes and respects your unique talents and perspective
  • Don't Ignore Smoke - We help each other notice issues before smoke turns to fire
  • Shape The Future - We believe in the positive trajectory of change
  • Embrace Curiosity - We are explorers of details and new horizons
  • Seek The Truth - We combine intelligence with humility to challenge our assumptions and ask thoughtful questions
  • Be A Human - Each of us contributes to the Braze culture through our individuality