Manager, IT Service Desk

Tegus is the leading market intelligence platform for key decision makers. We power some of the world’s most well-respected institutional investors, corporations, and consultancies through the largest and most comprehensive database of primary and market information. Our products and services enable clients to discover unmatched insights and answers to the most challenging questions they face to help them make better informed decisions.

Our Manager, IT Service Desk will lead and continuously improve the technology experience of Tegus’ day-to-day operations. You will collaborate with key stakeholders to promote process improvement and deliver exceptional service and support to end-users in the US, Canada, and Ireland. This role presents an exciting opportunity to lead a team and positively impact and enable hundreds of end-users on a daily basis. Specific duties will involve people leadership, budget, services, vendors, and customer satisfaction levels of the IT Service Desk Team at Tegus.

Responsibilities

• Provide leadership, guidance, and mentorship to the IT Service Desk team, including goal and expectation setting, career development, and quarterly performance evaluations.
• Ensure adequate staffing levels and scheduling to maintain efficient operations while monitoring IT Service Desk ticket queue, assigning priority and re-assigning tickets as necessary to ensure adequate response and resolution.
• Promote a collaborative and inclusive team culture that encourages knowledge sharing and continuous improvement.
• Ensure all processes used by the IT Service Desk are thoroughly documented, consistently audited, and regularly improved upon.
• Collaborate with Information Security on compliance-related activities, including Information Security and Data Privacy.
• Collaborate with key stakeholders to embed IT Service Desk processes and procedures into business operations.
• Manage the development and reporting of metrics that highlight customer satisfaction, service performance, and areas for improvement, and implement solutions.
• Act as an escalation point for complex support issues, providing guidance and ensuring prompt resolution.
• Manage the IT Service Desk budget.

Qualifications

• Experience developing and leading internal support processes for a global company.
• 2+ years of former management experience.
• Professional certifications, such as: ITIL Foundations, Certified ScrumMaster (CSM) or CompTIA A+ are a plus.
• Experience with the following technologies: Ticketing systems such as Jira, Freshservice, or Zendesk; Single Sign On and cloud identity services (Azure AD or Okta preferred); Google Workspace; A/V Solutions; and MDM Solutions such as Kandji, Jamf, and Intune.
• Ability to communicate complex technical information to non-technical stakeholders.
• Proficient with Windows/macOS desktop administration, primarily MacOS, and a strong background in IT Service Operations.
• Ability to work within video conferencing services such as Google Meet, Webex, and Zoom.
• Soft skills: Finance management, change management, process improvement, stakeholder management, excellent written and verbal communication.
• Strong problem solving and troubleshooting skills.

Benefits & Perks

• Comprehensive medical and dental plans. 
• 401K plan with an employer match.
• Paid parental leave for all parents.
• All employees are granted equity through our Restricted Stock Units (RSU) Program.
• Unlimited paid vacation, flexible work hours, and 10 observed paid holidays per year.
• Employer funded long-term disability.
• Fantastic culture with regular virtual company-wide events, including cooking classes, yoga, meditation and more.
• Generous employee referral bonus program.
• The opportunity to attend peer-nominated quarterly DEI events.
• Working for a thriving, performance-based company that values promoting from within, career advancement and transparency.
• Work from our state-of-the-art office in the heart of Chicago’s Loop featuring standing desks, nursing parent rooms, gender neutral bathrooms, subsidized gym access, and full amenity floor.
• Commuter benefits & a fully stocked kitchen with rotating snacks and beverages.




#LI-Hybrid

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Tegus we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Tegus is unable to sponsor or take over sponsorship of employment visas at this time.

Tegus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. In addition to federal law requirements, Tegus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Tegus expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.

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