Manager, Global IT Service Desk

2 weeks ago

Oklahoma City, Oklahoma, United States EDB Full time

A Little About Us

Innovative, collaborative minds wanted. The world loves Postgres. We envision a world where organizations thrive by harnessing the full power of Postgres, the world's fastest growing and most loved and used open source database. Our mission is to enable data teams everywhere to harness the full power of Postgres, whether on premises or in the cloud, with high availability, reliability, scalability, and security.

We're #1 in Postgres. We aspire to become #1 in Postgres AI. We've been major contributors to Postgres since the beginning and we are proud to call thousands of boundary-pushing customers our partners. Proud though we are, we are not resting on our laurels. There's plenty of work to do. The good news is that everything we do will impact Postgres, which is to say that it will impact the world. No pressure.

EDB empowers organizations to take control of their data. As one of the leading contributors to the vibrant and fast-growing Postgres community, EDB is committed to driving innovation in AI, data and enterprise database technology. Our work is fueled by creative, dedicated people who are committed to help our customers and the community take Postgres everywhere. Join us

*Candidate Note: This position will start remote for individuals based in the Seattle area only, with potential to go to hybrid (2-3 days/wk. onsite)*

EDB is seeking a highly energized leader to manage, develop and lead our geographically dispersed IT Service Desk organization. In this highly visible and hands-on role, the Manager, Global IT Service Desk will be responsible for the design, development and implementation of technology solutions which provide key internal services to the employees of EDB.

Reporting to the CIO, the successful candidate will leverage industry knowledge and experience to guide the business through creative and transformational uses of new technologies to deliver world class service and support in a cost effective and predictable manner. Tremendous focus and investments are being made at EDB and, for those who are energized by the opportunity to be a transformational leader, it simply doesn't get any better than this

Your impact will be

  • Everyone deserves a GREAT manager - Be one Develop your staff and nurture the next leaders in the team.
  • Ensure that we "Wow" our users by delivering prompt, professional and thorough solutions to their IT needs and to the demands of our growing business.
  • Develop business processes using Jira Service Management to provide measurable and auditable IT specific, customer service solutions.
  • Collaborate with Information Security and IT Infrastructure teams on mission critical projects, impacting users across the enterprise.
  • Ensure that user management processes are documented and strictly adhered to, and that our onboarding and offboarding processes are thorough and are executed in a timely manner.
  • Manage and monitor ongoing procurement and inventory management processes to ensure that supply-chain issues do not become a hindrance to EDB's growth objectives.
  • Develop and manage on-call rotation for Service Desk teams.
  • Design, document and implement policies and procedures to support industry compliance demands of business and ensure unwavering adherence.
  • Prepare and deliver routine Executive Dashboards to highlight current state for Service Desk and End User Support teams.
  • Build amazing professional relationships with key internal stakeholders. Become an extension of their teams.
  • Completely OWN your domain Independently resolve critical technical issues promptly, perform root cause analysis, document all issues, and implement steps for future mitigation.
  • Communicate, Communicate, Communicate. Up, Down and Out.

What you'll bring:

  • Bachelor's degree or equivalent combination of education and/or experience required.
  • Prior experience within an Enterprise IT team supporting 500+ global employees.
  • 5-7+ years of combined technology experience including a minimum of 2+ years in a leadership capacity.
  • Proven track record of building amazing teams of Service Delivery professionals.
  • Customer Service skills which are 2nd to NONE.
  • Strong background in a multi-vendor, multi-platform environment (Windows, Mac, Linux).
  • Knowledge and experience with industry standard Desktop Management solutions.

What will give you an edge :

  • Hands-on experience with MDM-Workspace ONE preferred or similar
  • Hands-on experience with Jira and Confluence administration and configuration
  • Knowledge of SAML configuration practices (Okta is a plus)

EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to Modern Health to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to June 2024 Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We'd love to hear from you and we want you to apply

EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company's integrity.

EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.

#LI-Remote #BI-Remote


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