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Central Support Desk Manager
2 months ago
At The Linux Foundation, we are seeking a highly skilled and experienced Central Support Desk Manager to lead our support desk team. As a key member of our organization, you will be responsible for optimizing support desk operations, fostering a culture of continuous improvement, and ensuring that our support aligns with our mission of advancing open-source technology.
Key Responsibilities:- Lead and participate in the implementation and evolution of the support desk, driving the adoption of best practices.
- Manage and mentor a team of support desk professionals, providing guidance, training, and support to ensure high levels of performance and job satisfaction.
- Oversee the day-to-day operations of the support desk, including incident and request management, ensuring timely resolution of issues and adherence to service level agreements (SLAs).
- Continuously assess and refine support desk processes, workflows, and tools to enhance efficiency and effectiveness.
- Collaborate with internal stakeholders, including IT, Finance, and other departments, to understand their needs and ensure that the support desk supports organizational goals and priorities.
- Develop and maintain metrics and reports to track support desk performance, identify trends, and provide insights for decision-making and strategic planning.
- Foster a customer-centric culture within the support desk team, ensuring that all interactions with users are handled with professionalism, empathy, and a commitment to providing outstanding support.
- Proven experience in a service desk management role, ideally within a tech-focused or open-source environment.
- Strong leadership and team management skills, with the ability to motivate and develop staff.
- Excellent problem-solving abilities and a track record of managing complex service desk operations.
- Strong communication and interpersonal skills, with the ability to engage effectively with a diverse range of stakeholders.
- A passion for open-source technology and a commitment to supporting the Linux Foundation's mission.
The Linux Foundation is an all-remote-work organization that hires world-class talent. We offer exceptional benefits, including top-of-the-line healthcare, unlimited PTO, Flex Fridays, and a 100% 401k match (up to the IRS-defined limit per year). Salary: $100,000-$120,000 USD.
The Linux Foundation is an Equal Opportunity Employer. We value diversity and encourage anyone interested to apply. All your information will be kept confidential according to EEO guidelines.
