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Google Fiber · 1 month ago

Senior IT / IS Help Desk Manager

United States

Full-time

Remote

Senior Level

$167K/yr - $245K/yr

7+ years exp

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. They are seeking a highly skilled and strategic Senior IT/IS Help Desk Manager to lead their large-scale support operations, ensuring operational excellence and managing key vendor relationships.

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Responsibilities

Develop and execute the long-term strategy for the IT help desk, including implementing new technologies, defining service level agreements (SLAs) for a global user base, and aligning support services with business goals

Oversee all daily operations of the help desk. This includes advanced ticket management, incident response, problem resolution, and ensuring consistent service quality across multiple locations

Manage and optimize relationships with multiple IT vendors and service providers. This involves negotiating complex contracts, monitoring vendor performance against SLAs, and ensuring vendor services provide maximum value

Drive the development and implementation of scalable IT policies, processes, and best practices. This includes optimizing workflows, introducing automation, and ensuring compliance with industry standards like ITIL

Utilize help desk metrics to analyze performance trends, identify areas for improvement, and report on key performance indicators (KPIs) to senior management

Qualification

IT Help Desk ManagementVendor ManagementITIL ProcessesPerformance AnalyticsIT Infrastructure KnowledgeServicenow OptimizationAnalytical SkillsLeadership SkillsCommunication Skills

Required

Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent practical experience

7 years of progressive experience in IT support, with at least 4 years in a senior management role within a large enterprise (5,000+ end users)

5 years of Direct IT Help Desk call center management experience, including experience with shift management, performance metrics, industry standards & trends, workflows and cost optimization

5 years of managing and implementing ITIL-based processes (e.g., Incident, Problem, and Change Management)

Comprehensive knowledge of IT infrastructure, including enterprise-level hardware, software, network architecture, device lifecycle management, and cloud services (GCP)

Ability to travel domestically and internationally