The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of an organization's technical help desk. Being an IT Service Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. In addition, IT Service Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The IT Service Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an IT Service Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
SureDone is a SaaS based multichannel e-commerce platform that helps brands, enterprises and growing businesses manage their products, inventory, pricing and orders across channels like eBay, Amazon, Walmart, Shopify and more.
Does this describe you?
We’re a lean software company (in other words, you'll have to like being part of a very small team) with offices in Schenectady and New York City. We’re looking for new team members with a great spirit and who enjoy playing with technology who want to help our customers solve problems with their use of our platform.
As a SaaS Customer Support Specialist, you’ll be on the company’s frontline and will be focused on quickly and effectively (and happily!) solving customer issues with our web based software application, or escalating them to others in the company.
You’ll need:
Also, we’d love to find people who have done customer support before, have sold products on Amazon or eBay, and have worked in (or used) e-commerce products like Bigcommerce, Shopify, ShipStation, SKUVault or other similar software. Also, getting technical, skills with HTML, CSS and the ability to read through an JSON or XML file should be highlighted. If you don’t have any of these skills (other than Excel and a positive personality), don’t worry - we’ll train you on these as well as our platform.
In a cover letter, tell us how you meet the five principles mentioned above (being friendly, confident, curious, articulate and resilient). Even better, send us a video of you talking about these values and how you excel at them!
Skills
How to Apply
In a cover letter, tell us how you meet the five principles mentioned above (being friendly, confident, curious, articulate and resilient). Even better, send us a video of you talking about these values and how you excel at them! Along with your resume of course.
Compensation
We invest in our people and expect them to invest in us.
Compensation is completely dependent on your experience. Are you new to support and have no experience in e-commerce, Excel or other areas? We may pay you $30k-$40k.
Have you been doing SaaS support for 5 years, know e-commerce and have written tons of documentation? We may pay $55k-$65k.
Most people tend to fall somewhere in between.
I guess we're saying we'll fairly compensate you based on the value you bring to us at the start, and then we'll work our way up from there.
And we also offer plans for health insurance, 401k, disability, life insurance and more.
Position Type
Full-Time
Position Location
Our preference is to identify someone in the Schenectady NY region, but are accepting stellar applicants for anyone within the US to work remotely.
MUST BE ELIGIBLE TO WORK FULL TIME WITHIN THE UNITED STATES WITHOUT REQUIRING SPONSORSHIP
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