Manager, Service Desk at Pacvue

Pacvue is seeking a highly skilled and motivated Service Desk Manager to lead their IT Service Desk / Help Desk team. This role will report to the Corporate IT Director and will be responsible for overseeing the daily operations of the IT Service Desk, ensuring efficient resolution of IT-related issues, and maintaining a high standard of IT service delivery across all Pacvue brands. The Service Desk Manager will play a key role in developing processes, managing Service Desk related projects, implementing best practices, managing team performance, and supporting an enterprise-wide IT strategy.Responsibilities include:

• Leading, mentoring, and developing the IT Service Desk team.
• Overseeing the Service Desk ticketing systems.
• Establishing and refining IT processes, workflows, and documentation.
• Acting as the escalation point for complex IT issues.
• Managing and supporting enterprise applications across Pacvue brands.
• Developing and maintaining IT policies, procedures, and best practices.
• Monitoring team performance and generating reports.
• Ensuring continuous training and upskilling of the IT Help Desk team.

Requirements include:

• 5+ years of IT support experience, with at least 2+ years in a managerial or leadership role.
• Strong knowledge of hosted application support, including Okta, M365, Atlassian Jira/Confluence, Slack, Zoom, and MDM solutions (Intune, Kandji).
• Experience supporting MacOS & Windows 10/11.
• Proven ability to lead and manage a team in a remote environment.
• Ability to analyze data, generate reports, and make informed decisions.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Strong problem-solving skills with a proactive and customer-focused mindset.
• Experience working in a 24/7 environment and supporting global teams.
• Shift work may be required, with prioritization of US working hours.

Pacvue offers:

• Competitive salary.
• Annual contractor bonuses every December.
• HMO for the contractor and immediate family (spouse and children) after three months.
• Sick leave and paid time off after three months.
• Maternity/Paternity leave (applicable after six months).
• Internal training.
• Opportunities for personal and professional growth within a supportive team environment.