IT Service Desk Manager Full-time

IT SERVICE DESK MANAGER

Summary

As we rapidly scale worldwide, the Wikimedia Foundation is seeking an IT Service Desk Manager who will oversee all daily technical support activities. You will supervise and serve as back up of the IT Service Desk team’s activities. Along with tactical activities, you will plan, analyze and implement workflow processes based on ticket analytics, business operations and Foundation priorities. You will assist in operationalizing IT policies and governance. Functions include, but are not limited to hardware/software support, on/offboarding activities, asset management, procurement/equipment deployment, training, documentation and reporting. The ideal candidate will be a service-oriented problem solver with strong communication skills who embraces collaboration and consistently strives for improvement. You will play a key role in shaping technical support activities and processes that will ensure staff & contractors based globally are supported. This is a remote position.

Responsibilities:

Manage and oversee technical support services to Wikimedia Foundation staff, contractors and interns worldwide
Provide outstanding customer support, triage, diagnose, isolate, and respond to issues
Coordinate, collaborate and communicate cross-department on projects, events and service changes (such as onboarding, procurement, security best practices employee moves, new hires/transfers, service rollouts).
Track and analyze trends using Zendesk Explore, Google Analytics, JAMF to generate statistical reports and improve service workflows
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Oversee the development and maintenance of:
Account Matrix (relevance of tools for different teams)
Laptop Matrix (Organizational Equipment and Software needs yearly)
ITS SLAs
Improve and execute optimal OnBoarding and OffBoarding activities (account management, equipment deployment, software provisioning)
Leverage MDM tools to manage and deploy equipment to enable ‘one-touch’ onboarding
Organize, develop, and implement end user training programs to increase self-sufficiency using Office Wiki, Slack and LearnUpon (LME)
Assist with budget management and annual planning processes
Qualifications Required:

Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
Demonstrated progressive experience in the supervision of a distributed technical support team.
Knowledge of ITIL Foundations V3/4 with an understanding of related ITIL processes and their relationship to Incident Management
Experience in supporting US and non-US staff asynchronously
Solid relationship and performance management skills and the ability to motivate and direct staff members and reports
Ability to grasp Organizational Objectives and shape process/functions in order to achieve success
Experience with Vendor Relations and Management
Tactical experience in a multiplatform environment (OSX, Windows and Linux) as well as service and support on the following tools: Google Workspace Enterprise PLUS, Zendesk, JAMF, Coupa, Intacct, OpenLDAP, OpenVPN, RingCentral, Zoom, Slack, Element, Oomnitza, Asana, LucidChart, Miro, O365
Be comfortable with a highly collaborative, consensus-oriented environment.
Proven ability to work well on a team, take instruction, and learn from mistakes.
Understanding of the free culture, free software, or online rights movements is a plus.
About the Wikimedia Foundation
The Wikimedia Foundation is the nonprofit organization that operates Wikipedia and the other Wikimedia free knowledge projects. Our vision is a world in which every single human can freely share in the sum of all knowledge. We believe that everyone has the potential to contribute something to our shared knowledge, and that everyone should be able to access that knowledge freely. We host Wikipedia and the Wikimedia projects, build software experiences for reading, contributing, and sharing Wikimedia content, support the volunteer communities and partners who make Wikimedia possible, and advocate for policies that enable Wikimedia and free knowledge to thrive.

The Wikimedia Foundation is a charitable, not-for-profit organization that relies on donations. We receive donations from millions of individuals around the world, with an average donation of about $15. We also receive donations through institutional grants and gifts. The Wikimedia Foundation is a United States 501©(3) tax-exempt organization with offices in San Francisco, California, USA.

U.S. Benefits & Perks*

Health Care Benefits Covered at 100%: We cover 100% of premiums for medical, dental and vision plans for all full time employees and eligible dependents
Wellness Reimbursement Program: Up to 1,800.00 USD per year for reimbursement for staff wellness expenses, such as gym fees, educational expenses, and more
Technology and Equipment Stipend: In addition to receiving a brand new laptop, monitor, & docking station, all new hires receive 600.00 USD stipend to set up their space for working virtually
Professional Development Program: Up to 750.00 USD reimbursement per year to encourage continuous learning through attending conferences, courses, workshops and the purchase of educational materials
401(k) Retirement Plan: Employer match of up to 4% of employee contributions dollar for dollar with no vesting period
Paid Time Off: Generous paid time off policy of over 45 days, which includes: vacation days, at least one observed holiday a month, sick leave, and volunteer days
Flexible Schedules: Options available to balance your personal and remote-work life
Silent Fridays: No scheduled meetings so you can get caught up at the end of each week
New Parent Leave: Fully paid new parent leave for seven weeks plus an additional five weeks for pregnancy, and flexible options as you embark on your return to work
Fertility and Adoption Reimbursement Plan: Reimburses staff up to 5,000.00 USD in expenses per year, with a lifetime maximum of 10,000.00 USD
Assistance for those unexpected life events: Long and short term disability, life insurance, and an employee assistance program
Pre-tax Savings Plans: Generously funded health savings accounts (HSAs), pre-tax contribution options for health care, child care & elder care, public transportation and parking expenses *Please note that for remote roles located outside of the U.S., we defer to our PEO to ensure alignment with local labor laws.