The Senior Manager, Global Help Desk is responsible for leading global support for internal Nextiva employees. This leader is responsible for providing high-level support to internal users and stakeholders, including key executives within the company, driving key initiatives, leading, and training helpdesk technicians in multiple locations around the globe.

Key Responsibilities:

• Manage the support staff and provide coaching, guidance, and direction to team members globall
• Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents.
• Interact with internal customers, functional peer groups, vendors, and management. Communicate effectively with technical and non-technical audiences; understand audience frame of reference and use appropriate methods to support the needs of the individual. Interact with all enterprises up to and including C-level executives.
• Understand and effectively communicate corporate and organizational information and context. Gain individual and team buy-in and support of corporate and organizational values and initiatives
• Determine root cause of issues and communicate appropriately to internal and external customers
• Point of Escalation for team and hands-on resolution as required 
• Provide accurate reports and metrics on team performance on regular cadence
• Create and utilize KPIs to measure, monitor, and ensure the team's ability to meet or exceed Service Level Agreements (SLA)
• Planning and Budgeting for fiscal year department expenditures

Qualifications:

• Bachelor’s Degree in Computer Science or similar study, or equivalent work experience
• At least 5 years experience leading a helpdesk in a large, diverse and multi-national corporate environment
• Strong team leadership experience. Able to provide coaching and guidance to team members to enhance their technical and interpersonal abilities
• At least 5 years experience managing Office 365 in an OKTA federated user environment. 
• At least 5 years experience managing large Microsoft Windows and Apple MacOS environments
• Implementation and administration of MDM solutions such as Kace, Intune and Jamf
• In-depth knowledge of OKTA, including administration, federation, and application integration
• At least 5 years experience managing Microsoft licensing and software distribution
• At least 5 years experience managing department budget and expenditure planning

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  They are a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Compensation, Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.

Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations! 🚀

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

#LI-RQ1   #LI-Onsite