Senior Manager, Global IT Solutions Expert

4 weeks ago

Scottsdale, Arizona, United States Nextiva Full time
Job Overview

Redefine the future of customer experiences with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place.

As a key member of the infrastructure management team, this leader is responsible for driving key initiatives, leading, and training helpdesk technicians, and providing high-level support to internal users and stakeholders.

Key Responsibilities:

  • Manage the support staff and provide coaching, guidance, and direction to team members globally
  • Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents
  • Interact with internal customers, functional peer groups, vendors, and management. Communicate effectively with technical and non-technically literate audiences
  • Understand and effectively communicate corporate and organizational information and context
  • Determine root cause of issues and communicate appropriately to internal and external customers
  • Point of Escalation for team and hands-on resolution as required
  • Provide accurate reports and metrics on team performance on regular cadence
  • Create and utilize KPIs to measure, monitor, and ensure the team's ability to meet or exceed Service Level Agreements (SLA)
  • Plan and budget for fiscal year department expenditures

Qualifications:

  • Bachelor's Degree in Computer Science or equivalent, or equivalent work experience
  • At least 5 years experience leading a helpdesk/IT Solutions function in a large corporate environment
  • Strong team leadership experience. Able to provide coaching and guidance to team members to enhance their technical and interpersonal abilities
  • At least 5 years experience managing Office 365 in an OKTA federated user environment. Microsoft Intune experience is also a plus
  • At least 5 years experience in managing large Microsoft Windows and Apple MacOS environments
  • Implementation and administration of MDM solutions such as Kace and Jamf
  • In-depth knowledge of OKTA, including administration, federation, and application integration
  • In-depth technical knowledge of VOIP Phone Systems and Call Center Environments
  • Knowledge of Enterprise Networking, IP Addressing, DHCP, DNS, Cabling, Wireless

Nextiva Core Competencies:

  • Drives Results: The successful candidate will be action-oriented, with a passion for solving problems. They will bring clarity and simplicity to ambiguous situations.
  • Critical Thinker: The successful candidate is fact-based and data-driven, able to understand and articulate the 'why', identifying key drivers and learning from the past.
  • Right Attitude: The successful candidate will be team-oriented, collaborative, and competitive with a winning mindset.

Compensation, Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical, telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities.

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