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 Service Desk leader with a solid technical background combined with customer service experience. The Senior Service Desk Manager is responsible for ensuring an outstanding level of customer service by providing Customer Service support to Smartsheet’s end user community.

A successful candidate will provide leadership and process strategy while delivering scalable systems and achieving operational excellence. This role will report to the VP of Corporate IT 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 Service Desk team performs and adheres to standards of excellence and professionalism
• 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 Service Desk activities and documented resolutions
• Developing and managing Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes
• Creating and maintaining a Service Desk training program for increased business, customer service, team development and technical knowledge
• Overseeing Incident, Problem, and Knowledge management processes
• Establishing agile and customer focused service procedures, policies, and standards
• Managing all areas of a hardware lifecycle management program including defining standards, procurement and budget oversight
• Responding promptly to escalation for technical assistance via phone, email and in person as needed

Requirements/Qualifications:

• Five plus years of experience providing support to users in a Service Desk 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
• Ability to define and develop foundational components of a Service Desk - metrics, process, organization, tools, skills
• Apply best practices for help-desk processes and address areas of improvement
• Implement standard operating procedures and reports to provide visibility to service desk 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 Service Desk 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 from idea through deployment and support