Job Description:

Summary:

We are seeking a Senior Manager to lead our IT Service Desk and Deskside Support team members. The candidate will provide exceptional IT service delivery to our employees for corporate IT service continuity. Reporting to the Sr Director of IT, the Senior Manager of IT Service Desk will be charged with ensuring IT support cases are responded to and resolved in a timely and high quality manner. The candidate will drive Pluralsight IT’s vision of the best possible employee technology experience through excellent customer service, technical oversight, consistent processes, and efficient team management of service desk engineers.

Who you’re committed to being:

You enjoy learning and are open to new ways of doing things.
You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns.
When communicating you are self-aware, insightful, and proactive.
You believe in continuous improvement and request frequent feedback from others.

What you’ll do:

Maintenance of staffing and skill levels throughout operational hours by managing shifts, staffing schedules, on-call rotations, etc.
Implement and hold team accountable to Industry Best-Practice KPIs including response and resolution time.
Ensure that training and onboarding procedures are in place and that staff are progressing through required trainings.
Implementation and management of asset management capabilities for our technology hardware, software and resources.
Ability to lead the team in the troubleshooting of client device, network, system, application, and identity issues. for a global company.On-site IT leadership at our Draper HQ minimum 3 days per week
Remote support of a global IT team in multiple time zones.
Occasional travel to international offices required

Experience you’ll bring:

Point of contact as Major Incident Manager of critical IT issues.
Manager of IT Service & Support processes
People Leader in developing IT Service Engineers and Deskside Support Technicians.
Represent IT Leadership vision and policies and notify of issues that impact the business

Requirements:

3-6+ years of leadership experience in Service Desk or Deskside Support management.
May require previous leadership experience.
Experience in leadership within key projects/deliverables on Service Desk or Desktop Support efforts.
Proven track record of continual service improvement in past IT service roles.
Strong attention to detail and ability to organize, prioritize and manage multiple tasks.
Creative thinking and excellent problem-solving skills.
Excellent written and verbal communication skills.
Proven ability to interact and support executive leadership in all IT support needs
Customer-focused, service-oriented and positive team-aligned attitude
Effective listening skills, awareness, and ability to follow the direction of IT management.
Ability to thrive in high demand, high pressure situations.
Windows and MacOS experience a plus
ServiceNow experience a plus

Travel Requirements:

While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.

Why you’ll love working here:

We’re remote- and hybrid-friendly
We’re mission driven and guided by our culture pillars
We have a strong commitment to diversity and belonging
We cultivate a culture of trust, autonomy, and collaboration
We’re lifelong learners and champion team member growth and advancement
We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:

We’re Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud products, teams can develop critical skills, improve processes and gain data-driven insights.

Learning and development are at the core of who we are. We’re out to help every technologist build better, and we’re looking for curious, talented people to help us inspire and empower the tech workforce to achieve their goals. Our culture of autonomy, continuous learning, and collaboration creates an environment for growth and empowers us to drive impact through innovation.

Physical and Mental Requirements:

Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.

EEOC Statement

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.

For more information on Pluralsight’s commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.

The annual US base salary range for this role is $113,600 - $140,200 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary, this role may also be eligible for benefits and bonuses.

Applications must be submitted within 90 days after the initial posting date to be considered.

Job Description:

Summary:

Who you’re committed to being:

You enjoy learning and are open to new ways of doing things.
You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns.
When communicating you are self-aware, insightful, and proactive.
You believe in continuous improvement and request frequent feedback from others.

What you’ll do:

Maintenance of staffing and skill levels throughout operational hours by managing shifts, staffing schedules, on-call rotations, etc.
Implement and hold team accountable to Industry Best-Practice KPIs including response and resolution time.
Ensure that training and onboarding procedures are in place and that staff are progressing through required trainings.
Implementation and management of asset management capabilities for our technology hardware, software and resources.
Ability to lead the team in the troubleshooting of client device, network, system, application, and identity issues. for a global company.On-site IT leadership at our Draper HQ minimum 3 days per week
Remote support of a global IT team in multiple time zones.
Occasional travel to international offices required

Experience you’ll bring:

Point of contact as Major Incident Manager of critical IT issues.
Manager of IT Service & Support processes
People Leader in developing IT Service Engineers and Deskside Support Technicians.
Represent IT Leadership vision and policies and notify of issues that impact the business

Requirements:

3-6+ years of leadership experience in Service Desk or Deskside Support management.
May require previous leadership experience.
Experience in leadership within key projects/deliverables on Service Desk or Desktop Support efforts.
Proven track record of continual service improvement in past IT service roles.
Strong attention to detail and ability to organize, prioritize and manage multiple tasks.
Creative thinking and excellent problem-solving skills.
Excellent written and verbal communication skills.
Proven ability to interact and support executive leadership in all IT support needs
Customer-focused, service-oriented and positive team-aligned attitude
Effective listening skills, awareness, and ability to follow the direction of IT management.
Ability to thrive in high demand, high pressure situations.
Windows and MacOS experience a plus
ServiceNow experience a plus

Travel Requirements:

Why you’ll love working here:

We’re remote- and hybrid-friendly
We’re mission driven and guided by our culture pillars
We have a strong commitment to diversity and belonging
We cultivate a culture of trust, autonomy, and collaboration
We’re lifelong learners and champion team member growth and advancement
We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:

Physical and Mental Requirements:

EEOC Statement

For more information on Pluralsight’s commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.

Applications must be submitted within 90 days after the initial posting date to be considered.

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