Sr. Manager, Global Help Desk Operations

WHAT WE ARE LOOKING FOR: 

We are looking for a Senior Manager – Global Help Desk Operations, to lead day to day operations on our Kaseya Help Desk across sites in Ireland, the United States and Colombia, with a maniacal focus on delivering innovative, an outstanding, timely response and resolve commitment, and a category leading collaborative experience for our partners. As Senior Manager – Customer Experience & Service Performance, you will play a pivotal role in leading our Help Desk Services team, reporting to the Senior Director of both our NOC and Kaseya Help Desk. You will be responsible for overseeing the delivery and ownership of a comprehensive and obsessive customer service organization, ensuring consistency, efficiency, excellence and effectiveness in Service Delivery and Operations. 

This role is a critical contributor to meeting our mission: To provide timely and effective support to our customers, ensuring technology-related issues are resolved efficiently and with the utmost professionalism. We are dedicated to exceptional service through knowledgeable and empathetic staff while continuously improving our processes. Our core values include customer-centricity, accountability, collaboration, and a commitment to delivering a smooth and productive technology experience for our customers.

This position is 100% in-office at our brand-new facility in Orlando FL.  

WHAT YOU’LL DO:  

The Global Head of Help Desk Operations will oversee the strategic direction and operational management of our global help desk and support functions. This role is crucial in ensuring that our help desk services are efficient, customer-centric, and aligned with our business goals. The ideal candidate will have a proven track record in managing large-scale help desk operations, excellent leadership skills, and a deep understanding of global support dynamics.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Strategic Leadership:

•    Develop and execute a global help desk strategy that aligns with company objectives and enhances customer satisfaction.
•    Set goals, KPIs, and performance metrics to drive continuous improvement and operational excellence.
•    Collaborate with senior leadership to define and implement support policies and procedures.

Operational Management:

•    Oversee daily operations of global help desk teams, ensuring effective and efficient support delivery.
•    Manage and optimize support workflows, processes, and technologies to improve service quality and response times.
•    Implement and maintain standard operating procedures (SOPs) and best practices for global support.

Team Leadership:

•    Lead, mentor, and develop a diverse team of help desk professionals across various regions.
•    Foster a collaborative and high-performance culture within the help desk teams.
•    Conduct regular performance reviews and provide constructive feedback to team members.

Customer Experience:

•    Ensure that all customer interactions are handled professionally, promptly, and to the highest standards.
•    Analyze customer feedback and support metrics to identify areas for improvement and implement solutions.
•    Develop and manage customer satisfaction programs and initiatives.

Technology and Tools:

•    Evaluate and implement help desk technologies and tools to enhance support capabilities and efficiency.
•    Collaborate with IT and technology teams to integrate support systems and ensure seamless operations.
•    Stay informed about emerging technologies and industry trends to drive innovation in support services.

Budget and Resource Management:

•    Develop and manage the global help desk budget, ensuring cost-effectiveness and resource optimization.
•    Allocate resources effectively to meet support demands and project requirements.
•    Identify and manage vendor relationships and service contracts as needed.

WHAT YOU’LL BRING: 
•    Bachelor’s degree in Business Administration, Information Technology, or a related field. Advanced degree preferred.
•    10+ years of experience in help desk or IT support management, with at least 5 years in a leadership role overseeing global operations.
•    Proven experience in managing large, geographically dispersed teams and implementing support strategies at a global scale.
•    Strong understanding of help desk technologies, ITIL framework, and best practices in customer support.
•    Excellent leadership, communication, and interpersonal skills.
•    Ability to analyze complex data, identify trends, and make data-driven decisions.
•    Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
•    Experience in a Managed Services Provider (MSP) environment is a huge plus!