At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
The Service Desk Manager plays a critical role in ensuring that employees can effectively use their IT systems and tools, enhancing productivity and minimizing downtime. Strong communication and leadership skills are essential to motivate teams, drive performance, and deliver excellent customer service. With an emphasis on both end-user and AV support across global offices, this role requires a broad skill set, combining technical expertise with leadership abilities.
*This is a flexible hybrid role requiring a few days each week in our Waltham, MA office
What you'll do:
Continuous Learning and Development:
- Keep current with technical advancements and improve interpersonal skills through ongoing training to stay sharp in both knowledge and technical expertise.
- Mentor junior team members and foster their professional growth.
Ticket Management and Escalations:
- Oversee and manage incident ticket queues, ensuring tickets are properly assigned to appropriate team members.
- Ensure that all onboarding and offboarding procedures for new hires and departing employees are thoroughly followed, and aligned with IT policies.
- Lead the team in reducing ticket backlog through proactive follow-up with end users, ticket owners, and managers to validate and resolve issues.
- Escalation management, prioritize incidents as per business urgency
Staffing, Metrics, and SLA Management:
- Actively monitor SLA service level targets, adjusting priorities as needed and ensuring alignment with business objectives.
- Manage shift coverage and operational metrics daily, adjusting staffing and workflows to optimize service desk performance.
- Customer Satisfaction: Analyzing post-service feedback and ensuring high satisfaction with the service desk experience.
- Ticket Backlog Management: Managing ticket volume, ensuring a balanced workload for the team, and resolving escalated issues swiftly.
Escalation and Client Satisfaction:
- Act as the primary escalation point for issues requiring re-prioritization or SLA breaches.
- Follow up on customer satisfaction post-ticket resolution, reviewing feedback to improve service delivery and client experience.
Reporting and Communication:
- Prepare handover summary reports for shift transitions to ensure continuity and consistency in ticket management.
- Generate regular reports for stakeholders and leadership, identifying service trends and offering recommendations for improvements.
Security and Compliance:
- Collaborate closely with the security team to ensure access management and end-user support processes comply with organizational security policies and standards.
Staffing and HR Functions:
- Involved in staffing decisions, including hiring, scheduling, budgeting, and conducting performance reviews, accounting for team capacity and individual skill sets.
- Oversee the performance reviews, training, and staff development, ensuring alignment with team goals and customer service standards.
Who you are:
- Experience & Expertise:
- 5+ years of experience in IT Service Management or IT Operations, working with ITSM platforms (especially ServiceNow).
- Hands-on experience with corporate IT and service desk operations, including supporting hardware and software.
- Willingness to travel as required for office visits or change activities.
- Flexible working hours, including evening or weekend work, to support change activities and business needs.
- Technical Skills:
- Strong technical background in Microsoft Windows, Apple Desktop OS, and related software (e.g., MS Office, G-Suite).
- ITIL Certification:
- ITIL Certification required, showcasing a deep understanding of ITSM best practices.
- Communication & Interpersonal Skills:
- Strong written, verbal, and interpersonal communication skills.
- Ability to work with cross-functional teams and facilitate consensus between stakeholders.
- Management & Decision-Making Skills:
- Proven experience in managing and leading teams, with an ability to assess and act quickly under pressure
#LI-HK1 #LI-Hybrid
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
