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Central Support Desk Manager

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Linux Foundation

2024-10-01 04:38:35

Job location San Francisco, California, United States

Job type: fulltime

Job industry: Other

Job description

Job Description

As the Central Support Desk Manager at The Linux Foundation, you will lead, manage and develop our support desk team, ensuring the delivery of exceptional support to our internal teams and community members. Your role will focus on optimizing the support desk operations, fostering a culture of continuous improvement, and ensuring that our support aligns with our mission of advancing open-source technology. The Central Support Desk Manager will also be part of the implementation team involved with setting up the support desk.

Key Responsibilities

- Support Desk Implementation Lead and participate in the implementation and evolution of the support desk driving the adoption of best practices.

- Team Leadership: Manage and mentor a team of support desk professionals, providing guidance, training, and support to ensure high levels of performance and job satisfaction.

- Operational Management: 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).

- Process Improvement: Continuously assess and refine support desk processes, workflows, and tools to enhance efficiency and effectiveness. Implement best practices and innovations to drive operational excellence.

- Stakeholder Engagement: 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.

- Reporting and Analytics: Develop and maintain metrics and reports to track support desk performance, identify trends, and provide insights for decision-making and strategic planning.

- Customer Service: 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.

- Project Management: Lead and participate in support desk-related projects, including system upgrades, process changes, and the implementation of new technologies.

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