About Dashlane: 

The internet has optimized nearly every part of our lives...except for the internet itself. Consider every form you fill out online: Each week, the average internet user manually enters a mix of their name, address, phone number, payment info, usernames, and passwords hundreds of times on multiple devices, apps, and browsers.

Dashlane is a mobile and desktop app that gives you a shortcut for everything you do online. Log in instantly, fly through forms, and breeze through checkouts on every device you own. Dashlane works across every operating system, device, and browser, opening the walled gardens that normally inhibit our digital experience.

Our team in Paris, New York, and Lisbon is united by our passion for improving the digital experience and the belief that with the right tools, we can help everyone realize the promise of the internet. Dashlane has empowered over 12 million users in 180 countries to dash across the internet without compromising on security.

About the role:

2020 is an exciting year of transformation for the Dashlane IT organization, with the creation of its very first Service Desk team. Focusing on finding new and innovative ways to support our employees, the Service Desk team is responsible for providing excellent customer service, troubleshooting, training, and all Technology-related issues.
The Service Desk Team Lead is responsible for overseeing the Service Desk support team queue by responding to and resolving incidents and/or request tickets. The primary focus of this role is to monitor and triage issues, develop and maintain training, manage projects, provide guidance, handle escalations and create a work environment that is professional, collaborative and enjoyable so service level goals can be achieved. This is a working lead position and will require balancing ticket resolution and project work.

At Dashlane you will:

• Monitor team metrics and address any bottlenecks/issues with ticket resolution
• Focus on Service Level Agreements and ensuring the team is meeting commitments
• Assist with mentoring and coaching for the team - build skills and train team members
• Act as an escalation point and expert for the team
• Work with the IT Leadership to identify gaps or improvement areas with existing processes
• Act as quality control for the team -- addressing team ticket quality, responsiveness, thoroughness, ticket hygiene, etc
• Develop, implement and deliver instructor-led Information Technology training in classroom settings for enterprise systems, software and environments. 
• Maintain a high level of technical knowledge and expertise in Information Technology systems, software and environments. 
• Assess organizational software training needs and certification requirements.
• Perform all the hands-on tasks that we ask of the Service Desk technicians
• Diagnose and fix employee related problems related to hardware or software or systems access
• Maintain inventory levels of equipment and proactively manage software licenses
• Assist the team as a whole in improving processes and documenting policies 

Requirements:

• 3+ years experience working experience in the Technology / Service Desk / Training field
• 2+ years experience building training articles and presentations for an organization.
• 3+ years experience supporting Windows 10, MacOS and mobile devices
• 1+ years experience working with/supporting tools such as Slack, Zoom, Microsoft Office 365, and Jira

We're Also Looking For:

• Innovation - A creative mind comes up with the most unique solutions to employee issues. At Dashlane, we are looking for candidates who think outside the box.
• Flexibility - Working at a startup brings new challenges and experiences every day. The right candidate for this position is excited and ready to attack any task thrown at them.
• Passion - More than a job, loving what you do and being passionate about your work product sets you apart from the rest. We are looking for candidates who believe in what they do, and put passion and energy toward it.

Diversity at Dashlane: 

A true international company, founded in Paris and currently split between Paris, New York, and Lisbon, we thrive off diverse perspectives. We recognize that diversity has different aspects: gender, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We're committed to hiring people that create a diverse community and foster a culture where everyone is heard and feels a sense of belonging.