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windows macos zendesk servicenow itsm📋 Description
- Lead and develop a Help Desk team, driving accountability and improvement.
- Own help desk operations end-to-end: ticket queues, SLAs, service quality.
- Establish workflows, runbooks, and escalation paths to reduce resolution times.
- Track and report CSAT, SLAs, and time-to-resolution to drive improvements.
- Administer ITSM tools and platforms to support scalable service delivery.
- Identify and implement automation to boost productivity.
🎯 Requirements
- 3-5 years IT support, including 1-2 years leading or supervising a team.
- Proven experience managing a help desk or IT support function in a fast-paced environment.
- Hands-on ITSM platforms (Jira Service Management, Zendesk, ServiceNow).
- Strong knowledge of macOS and Windows environments, SaaS admin, and endpoint management.
- Experience with identity and access management tools (Okta, JumpCloud); JumpCloud directory management.
- Experience with BetterCloud for SaaS operations and workflow automation.
🎁 Benefits
- Competitive salary and company equity via RSUs.
- 401(k) with company match up to 4%.
- Medical, dental, and vision coverage.
- Company-funded HSA contributions.
- Company-paid life insurance and short-term disability.
- Flexible PTO and paid parental leave.
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