Remote Manager for Central Support Desk

Job Overview

Join our organization as the Central Support Desk Manager, where you will spearhead our support desk team in a fully remote capacity. In this pivotal role, you will ensure that both internal teams and community members receive exemplary support, all while driving operational excellence and fostering a culture of continuous improvement. Your leadership will be instrumental in advancing our mission of promoting open-source technology.

Key Responsibilities

• Direct the establishment and ongoing enhancement of the support desk, promoting the incorporation of best practices.
• Lead and mentor a dedicated team of support desk professionals, offering guidance to foster high performance and job satisfaction.
• Supervise daily operations, including incident and request management, ensuring prompt resolutions in line with service level agreements (SLAs).
• Regularly evaluate and enhance support processes to improve efficiency and effectiveness while implementing operational excellence standards.
• Collaborate with internal stakeholders, including IT and Finance, to understand their requirements and align support initiatives with organizational objectives.
• Create metrics and reports to monitor performance, uncover trends, and facilitate informed strategic decisions.
• Cultivate a customer-focused environment within the team, ensuring professionalism and empathy in all interactions.
• Manage support desk projects, including system upgrades and procedural changes.
  
  

Required Skills

• Demonstrated experience in service desk management, preferably within a tech-driven or open-source context.
• Proven leadership abilities with a talent for motivating and developing team members.
• Strong analytical and problem-solving skills with a track record of managing complex operations.
• Excellent communication and interpersonal abilities to effectively engage with a diverse range of stakeholders.
• A deep passion for open-source technology and a commitment to our organizational mission.
  
  

Qualifications

• Significant experience in service desk management roles.
• Strong leadership and team development skills.
• Excellent problem-solving capabilities.
• Outstanding communication and interpersonal skills.
• Genuine passion for open-source technology and dedication to our mission.
  
  

Career Growth Opportunities

This role presents significant opportunities for professional development through leadership and mentorship. As you influence the evolution of our support desk, potential pathways for career advancement within the organization will become available.

Company Culture And Values

We pride ourselves on a flexible and supportive work environment that values diversity and encourages collaboration among team members. Our dedication to open-source technology cultivates an atmosphere where innovation can flourish.

Compensation And Benefits

• Salary: \(100,000 - \)120,000 USD
• Top-tier healthcare coverage
• Unlimited paid time off (PTO)
• Flex Fridays
• 100% matching 401k (up to IRS-defined limits)
  
  

Join us and contribute to the open-source community while growing your professional network and enhancing your career in a company that values your expertise and passion.

Employment Type: Full-Time