Platform Manager - Zendesk

DSI Systems Inc., an Authorized AT&T Distributor Partner, is seeking a Platform Manager – Zendesk to lead the ownership, optimization, and strategic evolution of our Zendesk environment. This role is responsible for ensuring operational excellence across Sales, Customer Support, and Operations by delivering scalable workflows, reliable system performance, and actionable reporting insights.

Reporting to the Senior Director of Systems Operations, the Platform Manager serves as the subject matter expert for Zendesk—overseeing configuration, governance, integrations, and continuous improvement initiatives. This individual partners cross-functionally to translate business needs into efficient, data-driven solutions that enhance agent productivity, strengthen customer experience standards, and support continued growth at DSI.

About DSI

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.

At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities

• Serve as primary owner and administrator of the Zendesk platform
• Configure and maintain workflows, including ticket forms, routing, triggers, automations, SLAs, and business rules
• Manage user roles, permissions, groups, and overall platform security governance
• Partner with Sales, Operations, and Support leaders to translate business requirements into scalable system solutions
• Optimize workflows to improve response times, resolution rates, and agent efficiency
• Develop and maintain dashboards, views, and operational reporting to support performance visibility
• Collaborate with Business Intelligence teams to ensure accurate data ingestion and reporting integrity
• Oversee integrations with CRM, telephony, knowledge base, and related enterprise systems
• Evaluate new Zendesk features, apps, and enhancements to support platform evolution
• Provide Tier 2/3 support for escalations and coordinate with Zendesk or vendor partners as needed

Requirements

• 3+ years of hands-on experience administering Zendesk in an enterprise environment
• Strong understanding of ticketing workflows, routing logic, automations, and SLA management

• Experience designing scalable system configurations to support operational growth
• Proven ability to partner with cross-functional business and technical stakeholders
• Strong analytical skills with experience building dashboards and performance reporting
• Experience managing integrations with CRM, telephony, or knowledge base systems
• Excellent written and verbal communication skills

Preferred Qualifications

• Zendesk Administrator Certification
• Background in Customer Support Operations, Sales Operations, or IT Systems Management
• Familiarity with API integrations or middleware tools
• Experience supporting multi-team or multi-department Zendesk environments

Benefits

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!