Senior Manager, Global Helpdesk

Nextiva Scottsdale
senior manager helpdesk team helpdesk management communications tech technical corporate tools voip coaching
November 19, 2022
Nextiva
Scottsdale
FULL_TIME

At Nextiva, we create connected communication tools that help businesses stay in touch with their customers and teams. Over 100,000 companies rely on Nextiva for phone service and customer management tools. We’re not your parent’s phone company.

Founded in 2008, Nextiva took on the trillion-dollar telecom industry and succeeded in changing the game by making technology more accessible and affordable for everyone. Companies solve their toughest challenges using our VoIP innovations and signature Amazing Service®.

Today, Nextiva is the fastest-growing, privately held provider of cloud communications. We don’t study industry trends; we create them. Business leaders look to Nextiva to equip their teams in the office and while working from home. Nextiva is not just a tech company — we’re the backbone of the economy.

By joining our global team, you’re saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead. 

We’re actively looking for amazing people like you to join our team

The helpdesk leader is responsible for leading global support for internal Nextiva employees. As a key member of the infrastructure management team, the helpdesk leader is responsible for driving key initiatives, leading, and training helpdesk technicians, and providing high-level support to internal users and stakeholder, including key executives within the company.


Key Responsibilities:

  • Manage the support staff and provide coaching, guidance, and direction to team members globally
  • Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents
  • Interacts with internal customers, functional peer groups, vendors, and management. Communicates effectively with technical and non-technically literate audiences; understands audience frame of reference and uses appropriate methods. Interacts with all enterprises, typically up to the VP level
  • Understands and effectively communicates corporate and organizational information and context. Gains 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 equivalent, or equivalent work experience
  • At least 5 years experience leading a helpdesk function in a large 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. Microsoft Intune experience is also a plus
  • At least 5 years experience in the following managing large Microsoft Windows and Apple MacOS environments
  • Implementation and administration of MDM solutions such as Kace and Jamf
  • In-depth knowledge of OKTA, including administration, federation, and application integration
  • In-depth technical knowledge of VOIP Phone Systems and Call Center Environments
  • Knowledge of Enterprise Networking, IP Addressing, DHCP, DNS, Cabling, Wireless

So, why Nextiva? 

Nextiva is a trailblazer in the Voice over IP (VoIP) and Unified Communications as a Service (UCaaS) industries. We’re outpacing our competitors, and it’s an exciting time to join our team. If you’re looking to join a fast-paced tech company with massive potential, Nextiva is the place for you. Our 1,000+ team members worldwide embrace our promise of Amazing Service. We’re passionate about upholding our energetic culture of forward-thinking, caring, and simplicity. Nextiva seeks diverse individuals who share our values and vision to help take us to the next level. Nextiva provides an impressive benefits package and has a resilient company culture. Glassdoor named us one of the Best Places to Work in 2020 nationwide. Employees rate Nextiva a 4.9/5 on Comparably, and we’ve earned many more accolades along the way. 

Help us redefine the future of business communications. Apply today


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

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