L1 Service Desk Manager

Electric is a Series B startup backed by Bessemer Venture Partners, Bowery Capital, GGV Capital, Primary Venture Partners and led by a team of seasoned entrepreneurs, operators, and technologists. With software forming the foundation of every office, Electric is the world’s first all-in-one, modern IT support solution that can truly meet the needs of growing businesses.. Through a chat interface, personalized service, and flat-rate pricing we keep our client’s email, computers, Wi-Fi and software running smoothly at a fraction of the cost and headaches normally experienced with traditional managed service providers.

Our company is a fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a tech startup.

The Role

We are seeking a Service Desk Manager to oversee our Level 1 Service Desk Technician team, and to help desk objectives as a part of the Customer Success team at Electric. You will be providing leadership and management of a technical service desk that supports our IT Service solutions. If you are passionate about IT startups and eager to grow/develop a support team, apply today!

Responsibilities

• Oversee  Level 1 Service Desk team with a focus on providing a quality experience for our customers.
• Serve as point of information and direction for questions or inquiries from Service Desk Technicians
• Effectively address urgent user and system problems escalated to management.
• Manage escalation procedures and ensure that the highest service levels are maintained
• Supervise the day-to-day operations of the Level 1 team, setting specific customer service standards, and ensure each team member is hitting that
• Develop and update training materials for new and existing Technicians.
• Mentor and develop team growth by identifying areas for improvement and pathways to advancement.
• Coordinate the training for any new hires with our training team
• Work cross-functionally with our 3rd party vendors to ensure consistency across their L1 teams
• Facilitate conflict resolution when necessary between staff, clients and management
• Conduct team meetings, communicate recommendations for improvement as necessary and provide status reporting to the Service Desk Director

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or relevant field experience
• 3-5 years of experience mentoring and leading a support team
• Experience managing a high volume, high-velocity team in a growth environment
• Extremely detail oriented
• Strong critical thinking and problem-solving capabilities
• Familiar with Salesforce
• Superior troubleshooting skills and ability to quickly learn new systems
• Must be able to occasionally work outside of core hours, as business conditions necessitate
• Strong verbal and written communication skills
• Proven ability to motivate, develop, and direct team members
• Demonstrated commitment to quality client support and customer satisfaction