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Smartsheet

Manager, Desktop Systems Specialist

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, the company delivers a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Smartsheet went public on the New York Stock Exchange in April 2018 and currently enables collaboration, better decision making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100.

 

Smartsheet is looking for an experienced Desktop leader with a solid technical background combined with combined with a strong understanding of customer service.

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A successful candidate will provide leadership and process strategy while delivering scalable systems and achieving operational excellence. This role will report to the Service Desk Senior Manager and will be located at Smartsheet’s office in Bellevue, WA.

 

Responsibilities:

  • Managing a team of Technical Support professionals operating in a geographically dispersed global company
  • Ensuring the Desktop team performs and adheres to standards of excellence and professionalism
  • Help promote a company culture that encourages top performance and high morale.
  • Developing and demonstrating an understanding of end user and company needs
  • Hands on familiarity with IT systems, SaaS / cloud applications, networks, data security systems, telephony, meeting technologies and computing
  • Analyzing the performance of Desktop team activities and documented resolutions
  • Managing Service Level Agreements (SLAs)
  • Creating and maintaining a Service Desk training program for increased business, customer service, team development and technical knowledge 
  • Overseeing the Desktop teams Incident, Problem, and Knowledge management processes
  • Establishing agile and customer focused service procedures, policies, and standards
  • Responding promptly to escalation for technical assistance via phone, email and in person as needed

 

Requirements/Qualifications:

  • 5 plus years of experience providing support to users in a Service Desk\ Desktop support environment
  • Excellent verbal and written communication skills
  • Exemplary customer service skills and communication etiquette
  • Ability to work collaboratively and partner with employees, leaders, clients, and vendors
  • Demonstrated ability to influence team members across matrixed organizations
  • Must have demonstrated recent hands-on experience with desktop administration in a professional environment
  • Apply best practices for help-desk processes and address areas of improvement
  • Implement standard operating procedures and reports to provide visibility to Desktop’s team performance and quality
  • Respond to and/or handle escalations received from management or customers in a timely fashion, ensuring issues are resolved or escalated to the appropriate group
  • Demonstrated record of outstanding success at transforming and improving efficiencies in support at similar organizations where innovation, collaboration, customer service, and the user experience are paramount
  • Strong knowledge of IT Service Management practices and principles
  • Ability to manage projects from idea through deployment and support

About Smartsheet

Founded in Bellevue, WA in 2005, Smartsheet is a high-growth cloud-based (SaaS) work management platform that empowers collaboration, drives better decision making, and accelerates innovation. Smartsheet is designed to unleash the benefits of greater work agility and collaboration by providing a powerful platform for organizations to plan, track, automate, and report on work. Smartsheet empowers teams to execute with speed and accountability — and make better decisions, faster.

Our Culture

Smartsheet is a place where people love what they do and are empowered to do their best work every day. We support one another and achieve our goals as a team, not as individuals. Each person, at every level, gets to have an impact.

Our Values

Honest: Be truthful and do what is right

Authentic: Be real and challenge directly

Driven: Operate with urgency and focus on results

Innovative: Develop new ideas and think creatively

Effective: Deliver quality

Supportive: Be kind and help each other succeed

Smartsheet is an Equal Opportunity Employer. Individuals seeking employment at Smartsheet are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

Job ID: 2036757
Employment Type: Other

This job is no longer available.

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