ROLE TITLE: Director, Service Desk Manager I

POSITION REPORTS TO: MD, ITSM Manager I

PRIORITY APPLICATION DEADLINE: October 20th 11:59 PM ET. After this date, applications will be accepted on a rolling basis.

LOCATION: Flexible/Remote

WHAT YOU’LL DO

As a Director, Service Desk Manager I, you will manage Teach For America’s Service Desk, a group of level 1 and 2 technical support agents. You will manage and develop these Service Desk technicians to provide excellent technical support experience for your customers. Your customer base is primarily Teach For America staff but may also include external customers such as the many Corps Members, Ignite Fellows, and Alumni that constitute TFA’s teaching and tutoring programs. You will manage the team’s day-to-day operations and budget as well as develop the team’s long-term strategy. You will establish clear processes and standards for the team, identify areas of improvement, and provide metrics and documentation related to the team’s work.

The ideal candidate takes a proactive approach to continuous improvement and innovation, has a solid understanding of IT devices, products, and services, and has the ability to communicate and collaborate effectively with other teams.

WHAT YOU’LL BE RESPONSIBLE FOR

Service Desk Daily Operations (55%)

• Lead the Service Desk in their mission to provide quality technical support and excellent experience to their customers.
• Verify Service Desk agents are following established processes and delivering quality service.
• Meet with the team to identify and clear any roadblocks that are impeding their work.
• Ensure customers and Service Desk agents have updated knowledge resources available to troubleshoot issues and perform basic operations.

People Management (15%)

• Interview, hire, and train new agents.
• Conduct performance reviews and performance improvement conversations.
• Work with direct reports to assign learning and development opportunities and exercises that address their improvement needs or support their career goals.
• Assign tasks and projects to direct reports as stretch goals.

Strategic Planning and Partnerships (30%)

• Develop and manage the long-term strategy for delivering great support experiences for all our customers.
• Review Service Desk work and trends to identify opportunities for process improvement or automation.
• Identify recurring incidents and explore ideas for deflecting tickets by addressing root causes.
• Generate and present metrics for stakeholders to track the health of support services.
• Build strong relationships with partner teams and participate in cross-team collaborations aimed at improving customer service and support processes.
• Define new and updated service agreements with client teams.

A WEEK IN THE LIFE

A typical week for the Director, Service Desk Manager I may include:

• Managing daily operations for the Service Desk, including creating work schedules, assigning tasks, and attending daily team meetings to review and clear blockers.
• Investigating complex issues surfaced by the team that may require additional research or collaboration with other teams.
• Reviewing the work of direct reports and conducting performance and development conversations.
• Analyzing trends and identifying ways to improve processes, automate work, or remove gaps in knowledge or procedures.
• Confirm Service Desk Standard Operation Procedures and customer-facing Knowledge Base articles are documented clearly and accurately.
• Working with other teams on larger initiatives and projects.

YOUR EXPERIENCE

• At least 4 years working in an IT technical support environment with heavy emphasis on quality customer service, including 1 to 3 years in IT Help Desk management and operations improvement.
• Excellent verbal and written communication skills.
• Planning, organization, analytical, and problem-solving skills.
• Technical support experience with common device and software technologies used by Teach For America, such as Windows and Mac laptops and Microsoft’s suite of products.
• Holistic knowledge of technology products, services, and trends.
• Experience using service management tools to manage and track work and create metrics using dashboard and reports.
• Understanding of the principles of ITIL incident and request management.
• The ability to communicate with empathy and collaborate with others.

Work Demands

Occasional weekend or evening work hours may be required. Travel for department or organizational events (average once per year).

YOUR FUTURE TEAM

The Service Desk strives to provide high-quality technical support to our customers. We are passionate about customer service, work hard, and prioritize teamwork. We promote a fun learning environment where we encourage career development and support each other’s aspirations. We partner with other teams in the organization to achieve our shared goals.

YOUR COMPENSATION

The applicable salary range for each U.S.-based role is based on where the employee works and is aligned to one of 3 tiers according to a cost of labor index in that geographic area. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. New hires are typically brought into the organization at a salary between the range minimum and the salary range midpoint depending on qualifications, internal equity, and the budgeted amount for the role. The expected salary ranges for this role are set forth below. These ranges may be modified in the future.

TIer A: $74,300 - $97,500
Tier B: $81,000 - $106,300
Tier C: $87,600 - $115,000

You can view which tier applies to where you plan to work here.