Senior Manager, IT Support at Blue Origin in Kent, WA

The global IT Support manager is responsible for the geographically diverse team that is charged with advancing our service and support of end-user technology service requests and computing needs. The position requires strong managerial skills, a deep commitment to end-user satisfaction, and experience using data to drive process improvement, manage capacity, and increased user satisfaction. This... position will directly impact the history of space exploration and will require your dedicated commitment and team leadership to propel us to achieve our incredible mission of safe and repeatable space flight. Responsibilities: Manage the staff of the service desk, including motivating them, hiring, writing reviews, preparing overall performance evaluations, and training. Candidates should be skilled at managing large geographically diverse teams with regional supervisors Further the effort to manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, time to resolution, call avoidance, cost per call, demand mix. Build and execute supply chain inventory models for end user technology needs (computers and peripherals, printing, AV) Build and maintain relationships with all Enterprise Technology units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded. Review end-user satisfaction data (transactional and periodic) and develop action plans to address areas needing improvement. Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs. Perform trend analyses and develop action plans for improving service timelines and reducing costs. Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures, and other external changes that could have an impact on service desk services Qualifications: Education and Training College degree or equivalent TIL certification (preferred)Experience Minimum of 5 years of working in a technology and service support organization that leaned into customer service to exceed customers' expectations. At least 3 years managing a service and support function for a growing and fast paced company. Ideally management experience mentoring other leaders or supervisors. Required Knowledge and Skill: Previous management experience Knowledge of IT service desk tools and best practices Data analysis tools, and KPI reporting Technology geek, interested in evaluating and staying current on user focused technology trends Salary Range: $200K -- $250K Minimum Qualification Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications