Service Desk Manager at Pluralsight
*Farmington, UT, US

About Pluralsight 

Founded in 2004 and trusted by Fortune 500 companies, Pluralsight is the technology learning platform organizations and individuals in 150+ countries count on to innovate faster and create progress for the world. 


Working at Pluralsight

At Pluralsight, we believe everyone should have the opportunity to create progress through technology. That everyone should have access to the skills of tomorrow. That technology can make the world a better place. Through the work we do everyday, we empower the people who power our world. 


And we don’t let fear, egos or drama distract us from our mission. We’re adults, and we treat each other that way. We have the autonomy to do our jobs, transparency to eliminate office politics and trust each other to do the right thing. We thrive in an environment with creativity around every corner, challenges that keep us on our toes, and peers who inspire us to be the best we can be. We bring different viewpoints, backgrounds and experiences, and united by our mission, we are one. 


The Opportunity 

We are seeking an experienced Service Desk Manager to lead our IT Service Desk team who will provide exceptional IT service delivery to our employees for corporate IT service continuity. Reporting to the Director of Information Technology, the Service Desk Manager will be charged with ensuring IT support cases are responded to and resolved in a timely and high quality manner. The candidate will drive Pluralsight’s IT’s vision of the best possible employee technology experience through excellent customer service, technical oversight, consistent processes, and efficient team management of service desk engineers.

 

Who you are:

  • Escalation point for IT Service Engineers and example of excellent customer service

  • Owner of Service Management processes including Incident Management, Request Fulfillment, Problem Management and Inventory Management.  

  • Mentor and Leader in managing and developing IT Service Engineers

  • Represent IT Leadership vision and policies and notify of issues that impact the business

 

What you’ll own:

  • Maintenance of staffing and skill levels throughout operational hours by managing shifts, staffing schedules, etc.

  • Implement and hold team accountable for response time and resolution time SLAs

  • Service delivery performance metrics and management reports

  • Staff training and awareness sessions

  • Perform briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk.

 

Experience you’ll need:

  • Bachelor degree in MIS, Computer Science, or equivalent.

  • Proven experience in leadership within a service desk function supporting 1500+ employees in multiple geographic locations.

  • Proven track record of continual service improvement in past IT service roles.

  • Strong attention to detail and ability to organize, prioritize and manage multiple tasks.

  • Creative thinking and excellent problem-solving skills.

  • Ability to work on multiple projects simultaneously both independently and within a team.

  • Excellent written and verbal communication skills.

  • Customer-focused, service-oriented and positive team-aligned attitude

  • Effective listening skills, awareness, and ability to follow the direction of IT management.

  • Ability to thrive in high demand, high pressure situations.

  • ITIL v3 certification a plus

  • MacOS experience a plus

Additional Information

All your information will be kept confidential according to EEO guidelines.

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