IT Service Desk Manager

Gong is looking for an IT Service Desk Manager to support our AMER workforce and lead the Service Desk team based in San Francisco. The Service Desk Manager is responsible for providing end user support for hardware, software, and SaaS products from initial response through resolution. They will take ownership of basic to medium complexity incidents and effectively communicate timely updates with the end user, management, and teammates. A successful candidate is comfortable communicating with local and executive leadership to align on priorities and work independently to achieve goals. They will also direct the work of the IT Service Desks specialists in various regions to support these goals. This position is an on-site position in San Francisco.

Responsibilities

• Partner with local leadership to align on IT requirements and priorities
• Manages vendor relationships and ensures timely delivery of products and services
• Advocate to IT Leadership for local needs
• Troubleshoots hardware and software issues for laptops, peripherals, and mobile devices including login, application, performance, and basic connectivity
• Responds to incidents and service requests in a timely manner
• Maintains excellent communication with users on incident status with a focus on user satisfaction
• Assigns and manages tasks assigned to local IT Specialists
• Creates and maintains documentation for problems and the knowledge base
• Troubleshoots and escalates office related issues (A/V, printers, network)
• Supports user onboarding by deploying hardware and providing training
• Manages user access to systems during employee lifecycle events (pre-hire, onboarding, separation)
• Prioritizes tasks and tracks progress with minimal supervision and guidance

Requirements

• 8+ years of experience in IT support
• Proven experience troubleshooting Windows and MacOS
• Proven ability to support remote workforce
• Excellent communication and interpersonal skills
• Ability to manage and prioritize multiple ongoing incidents and requests
• Experience with basic user administration of Okta, Zoom, Slack, and GSuite
• Basic knowledge of network troubleshooting techniques

PERKS & BENEFITS 

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a hybrid environment.

The annual salary hiring range for this position is $125,000 - $157,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets. 

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.