Manager, IT Service Desk
WHO WE ARE
Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Burger King, Delivery Hero, HBO Max, Mercari, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, hundreds of billions of messages are sent to a network of over 3 billion active users through Braze.
Need more proof? Braze was named a Leader in the Forrester Wave™: Cross-Channel Campaign Management (Independent Platforms), Q3 2021, and was named to the Forbes Cloud 100 list for the fourth consecutive year. The company has also been selected as one of Fortune’s Best Workplace for Millennials in 2021, and was ranked #20 on Fortune’s Best Medium Sized Workplaces in 2021. Braze is certified as a Great Place to Work in the UK and the U.S. and is recognized as one of the UK's Best Workplaces for Women.
WHAT YOU'LL DO
Braze, Inc is seeking an IT Service Desk Manager to play a crucial role in supporting our global business units and our expanding business footprint around the world. You will be responsible for overseeing the day-to-day operations of our international IT service desk. This role’s primary responsibilities ensure service desk targets are met and ensure team processes are documented and accurate. You will be responsible for developing the team and scaling the team globally. You will oversee the incident response for any outages/emergency activities affecting the organization.
Responsibilities:
- Oversee the day to day operations of our service desk
- Effectively manage, develop and mentor our high performing global service desk team
- Ensuring employee satisfaction with their requests
- Oversee management of incident response
- Oversee post-mortems of an incident and drive a detailed review of root causes
- Identifying opportunities for improvement and drive change
- Develop daily, weekly and monthly reports on team’s performance and service desk trends
- Manage budget and licenses for services managed by the service desk team
- Ensure all processes used by the service desk are thoroughly documented, audited for accuracy, and improved regularly
- Support company growth through hiring and developing team members’ skill sets.
- Uphold SLA compliance and address SLA breaches
- Manage team OKRs and report on team performance
- Serve as top tier escalation point for team and manage escalated issues
- Follow up on customer-satisfaction issues and user-feedback responses
- Ensure team compliance with policies and procedures
- Manage team schedules
- Oversee monitoring of service uptime, maintenance windows, and scheduled service outages
WHO YOU ARE
- You view your role as supporting your team and the company to meet their business objectives
- You have built a cohesive team and are able to manage people effectively
- Has established processes and procedures for a service desk team
- Has built reporting of KPIs and service trends
- Experience managing and growing a global service desk team
- Utilize data-driven decision making
- You can manage multiple priorities in a fast pace and high volume environment
- Have excellent written and verbal communication skills
WHAT WE OFFER
- Competitive compensation that includes equity
- Generous time off policy to balance your work and life, including paid parental leave
- Competitive medical, dental, and vision coverage for you and your dependents
- Collaborative, transparent, and fun loving office culture
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