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Senior Manager, Service Desk


This is a Full-time position in Austin, TX posted September 7, 2021.

Based in our McLean, VA, Headquarters, the Senior Manager of IT Service Desk is accountable for providing technical support to more than 4000 Cvent employees in the US, India, Canada, UK, and other countries around the world.

This individual assists in the developing Service Desk roadmaps and strategy.

(S)he oversees the 24×7 operation of Cvent’s metrics driven Service Desk team and will be building and advancing the processes and the culture to empower our world-class Service Desk.

The Senior Manager of Service Desk would also provide consulting service to the non-technical departments on how to effectively use IT service to solve business problems.

(S)he will be managing a global team of 20 technicians, engineers, team leads, and managers, who are focused on these 4 ongoing missions: Providing Tier-1 ad Tier-2 support for more than 40 different IT services Monitoring services availability and performing incident management routines Managing and maintaining office infrastructure at headquarters and branch offices Maintaining hardware and software asset inventories The Senior Manager of Service Desk is responsible for accomplishing these missions and meeting (or exceed) internal and external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Primary Functions & Responsibilities: Delivering excellent customer service to all employees, ensuring a positive IT experience Executing the Service Desk roadmaps, strategy, and business decisions related to IT Working with IT Management to build annual IT budget and monitoring the expenditure Managing and improving Service Desk through automation and self-service Organizing and communicating Global IT standards and processes Creating and rolling out meaningful end-user training programs for global IT products and services Managing relevant vendor relationships for software and hardware purchases Maintaining global hardware and software procurement and inventory Overseeing IT onboarding of new employees Conducting and improving the incident management routines Actively coach the team in learning new technologies and industry best practices Serve as the escalation point for all requests and incidents Qualifications: Bachelors degree with minimum 5 years of relevant experience Experience in Enterprise IT Managed Services supporting 500 end users Strong customer service experience and sensibility Familiarity with hardware troubleshooting and maintenance Prior experience with service desk technical platform administration Advanced knowledge of Change, Configuration, and Incident Management Proven track record of working in a fast-paced working environment Preferred Qualifications: Masters degree plus 5 years of relevant experience Experience in Enterprise IT Managed Services supporting 1000 end-users Understanding of IT structure in a global organization ITIL v3 Foundation PMP Certification Experience in Enterprise IT Managed Services preferred supporting 1000 end users Travel Required 10% or less
– You may be expected to travel for this position.

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