Manager, IT Helpdesk - Denver, United States - Ping Identity External Job Board

Description

Job Description

About Ping Identity:

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Diversity, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

As Ping's Manager of Desktop Support, you will report to the IT director and directly support Ping employees in Denver and around the globe. You will play a pivotal role in ensuring the smooth operation of Ping's end-user support and computing environment and will be responsible for the overall strategy, management, and support of desktops, laptops, mobile devices, related software, and peripherals.

You Will:

Job Functions:

1. Provide Strategic Leadership: Lead and manage the Service Desk team globally, ensuring alignment with organizational goals and objectives.
2. Escalation Management: Act as the primary point of escalation for service and problem resolution, ensuring timely and effective resolution of issues.
3. Procedural Management: Design, control, and maintain procedures to ensure operational integrity and efficiency of the Service Desk.
4. Stakeholder Collaboration: Collaborate with stakeholders to manage routine maintenance of technology supported by the Service Desk, ensuring minimal disruption to business operations.
5. Performance Oversight: Oversee, measure, and assess the performance of the Service Desk team, implementing strategies for continuous improvement.
6. Process Enhancement: Identify opportunities for systems and process enhancements, collaborating with stakeholders to execute strategic projects while ensuring ongoing support for service lines.
7. Technical Expertise: Serve as a technical expert during the implementation and maintenance of IT solutions, providing guidance and support to the team.
8. Continuous Improvement: Implement a Continuous Improvement program to document and standardize procedures, driving efficiency and effectiveness within the Service Desk.
9. Team Management: Lead and manage the performance and development of Service Desk staff and contractors, organizing training programs to enhance skills and job knowledge.
10. Budget Management: Forecast and manage expenses for Service Desk operations and corporate laptops, ensuring adherence to budgetary constraints while achieving objectives.
11. Technology Awareness: Maintain up-to-date knowledge of relevant technology solutions and capabilities to drive innovation and efficiency within the Service Desk.

Essential Qualifications:

1. Educational Background: Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field preferred, or equivalent work experience.
2. Leadership Experience: Minimum 2 years of people leadership experience, with a total of seven years in related functional roles.
3. Communication Skills: Excellent communication skills with the ability to effectively engage with stakeholders at varying organizational levels.
4. Relationship Management: Strong relationship management and collaboration skills, with a proven track record of driving innovation and business results through cross-functional teamwork.
5. Change Management: Demonstrated experience effectively managing system or equipment change deployment, ensuring minimal disruption to business operations.
6. Technical Aptitude: Strong technical aptitude, including experience with system monitoring tools and the ability to grasp complex technical concepts.
7. Problem-solving Skills: Strong problem-solving skills with a focus on driving continuous improvement and finding creative solutions to complex challenges.
8. Adaptability: Ability to thrive in a fast-paced, ever-changing environment, with a high level of initiative and the capacity to manage multiple competing priorities effectively.
9. Independence and Collaboration: Ability to work independently under broad direction while also collaborating effectively with cross-functional stakeholders.

Desired Qualifications:

1. Familiar with SaaS applications (Salesforce, Google, etc) Supporting SaaS solution
2. Experience with CRM solutions (Fresh Service, Zendesk, Salesforce, etc)
3. Experience implementing strategic operational enhancements

Salary Range: $90,000-100,000

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that's who we want to succeed with every day.

Here are just a few of the things that make Ping special:

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives

Our Benefits:

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone's individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.