[Hiring] IT Service Desk Manager @Cousera Internal Rehire Job Board

Role Description

Coursera’s IT department is responsible for the Corporate tools and technology that are required for the company to operate efficiently and effectively. We are a growing IT department that plays an integral role in the company’s ability to perform its day-to-day tasks. While supporting an ever-growing number of global users with top-tier tools and applications, our IT team is always aiming to achieve the highest goals and produce the best experience possible for our end users.

The Global IT Service Desk Manager plays a pivotal role in overseeing and managing the efficient operation of the IT Service Desk on a global scale. This position requires a strategic leader with strong technical acumen, exceptional communication skills, and a proven track record in managing service delivery in a multinational environment.

What you’ll be doing:

• Lead, guide, and mentor a geographically dispersed team of IT support professionals, fostering a collaborative and inclusive team culture to ensure a consistent end-user experience and maintain operational excellence in IT Service Management through execution of strategic initiatives that create efficiencies and process optimization.
• Streamline IT Service Desk operations by developing and implementing efficient processes, monitoring key performance indicators for continuous improvement, and ensuring timely incident resolution & request fulfillment in accordance with service level agreements (SLAs).
• Support the strategic management of the IT budget, optimizing resources for maximum efficiency, and actively contribute to organizational objectives through participation in strategic planning.
• Lead change by collaborating with cross-functional teams to identify opportunities that improve security, unlock productivity, and accelerate execution and oversee workflow or projects involving the IT Service Desk team.
• Drive global standards, standard operating procedures, user experience enhancement initiatives, and continued digital transformation.
• Oversee and lead the development, execution, and continuous improvement of employee development programs, conduct performance reviews, provide coaching, and establish clear career paths for the Service Desk team to enhance individual and collective professional growth.

Qualifications

• A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in a supervisory role is required and ability to provide exceptional internal and external customer care with a "Customer first" mindset and a “Get it done” attitude.
• Experienced managing Enterprise support in a large and complex environment in a web-based service and technology through principles and practices of the ITIL framework and Service Desk as a Service.
• A proven track record of making sound decisions under pressure, taking calculated risks, and owning the outcomes, while willingly and effectively accepting high levels of responsibility and being fully accountable for decisions made and actions taken.
• Profound knowledge and proven experience in defining, managing, and exceeding support KPIs and critical technical support metrics such as CSAT, Time to Resolution (TTR), SLAs, Backlogs, etc.
• Experienced in developing, leading, and executing comprehensive organizational change initiatives from conception to successful implementation, including effectively building commitment and winning support for initiatives, communication, training, and stakeholder engagement strategies.
• Experienced in overseeing relationships with third-party vendors and service providers aligned to asset inventory management and optimization to implement best practices in cost-savings, accuracy, license optimizations, and overall efficiency improvements related to hardware and software assets.
• Skill in oral and written communications to staff and other stakeholders at a variety of levels, ranging from informal meeting discussions to formal presentations and from casual email communications to formal reports.
• A degree or equivalent experience, preferably in Information Technology.
• Extensive experience with configuring & troubleshooting Mac OS & Windows 10 and higher and IT Tools.
• Proficiency in service management tools, demonstrating a high level of competence in leveraging the platform for streamlined service management and support processes.
• Technical and leadership certification such as ITIL 4, CompTIA ITOps, HDAA CHDM, COBIT, PMP, Six Sigma.

Company Description

Coursera is an Equal Opportunity Employer committed to building a welcoming and inclusive workplace. We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request at [email protected].