IT Service Desk Manager

London · (london)mid

Customer SupportService Desk Manager

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Quick Summary

Overview

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork,

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Customer SupportService Desk Manager

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

Braze, Inc is seeking an IT Service Desk Manager to play a crucial role in managing the day-to-day operations of our EMEA IT service desk team. This role oversees the support of our remote employees as well as our offices throughout EMEA. This role’s primary responsibilities ensure service desk targets are met, and team processes are documented and accurate. You will improve upon current operational inefficiency by collecting data via KPIs and reporting on the current operational state to the team and leadership. You will be responsible for developing the team and scaling the team per business needs. You will oversee the incident response for any outages/emergency activities affecting the organization.

Responsibilities

~1 min read

→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 driving change
→Develop daily, weekly and monthly reports on the 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 the top-tier escalation point for the 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

You view your role as supporting your team and the company to meet their business objectives
You have built a cohesive team and can 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
You are flexible and adaptable, open to new ideas and prepared to go the extra mile