Manager, Technology Service Desk

About Us

Slalom is a modern consulting firm focused on strategy, technology, and business transformation. In 43 markets across the world, Slalom's teams have autonomy to move fast and do what is right. We are backed by regional innovation hubs, a global culture of collaboration, and partnerships with the world's top technology providers. Founded in 2001 and headquartered in Seattle, Slalom has organically grown to over 12,000 employees. Slalom was named one of Fortune's 100 Best Companies to Work for the last 5 years in a row and is regularly recognized by our employees as a best place to work.

Job Title: Manager, Technology Service Desk

The Technology Service Desk Manager leads a front-line team at Slalom whose focus is all about providing a friendly, knowledgeable, personalized, and efficient IT experience for Slalom employees. For an enterprising and creative leader, this is an opportunity to lead and mature a professional Global IT Service Desk in step with our rapidly growing Slalom enterprise.

Who we are:

• We like to have fun
• We brainstorm
• We support each other
• We have a purpose
• We smile A LOT

Who you are:

• You are collaborative and driven to do what is right
• You are not afraid to be bring your authentic self to work
• You embrace a continuous learner mentality with a commitment to honest introspection
• You are excited to get out of bed every day and love leading people
• You are a self-starter with a creative energy and passion for problem solving
• You have a thorough understanding of what it takes to create a great customer experience on a global scale

Responsibilities:

• Demonstrate values-based leadership, actively coaching and mentoring a global team of specialists and leads, elevating the team's professionalism, business acumen, and customer service. Be a steadfast resource through escalations, outages and projects, inspiring individuals to go above and beyond in their roles
• Elevate the customer experience, through utilization of KPI's, reporting, customer surveys, and performance management of the global IT Service Desk team
• Champion and support the expansion and utilization of a robust and relevant IT knowledge base
• Manage a high volume of IT chats, incidents, and requests, providing predictable, transparent support to customers globally in a fast-paced and ever-changing IT environment
• Identify areas of opportunity, driving efficiencies and process improvements through innovative, high-quality solutions
• Collaborate broadly and often with key decision makers and stakeholders to ensure operational alignment with company strategic goals
• Clearly translate organizational change for team members and support them in navigating the change

What we'd like from you:

• Minimum 5+ years of direct people leadership experience in related technology role(s), developing direct reports to increased levels of responsibility, scope, and career advancement
• Broad experience covering all aspects of a global IT Service Desk, including customer service, SLA's, IT enterprise platforms (Windows, Mac), customer intake methodologies, knowledge management, ITSM tools, reporting, metrics, and training
• Fluency in communicating to all levels of management; excellent verbal and written communication skills
• Ability to establish immediate credibility with internal stakeholders; can build consensus and achieve goals through influence
• Demonstrated experience driving continual process improvement, including collaborating with other teams to drive increased efficiencies and improve the customer experience
• Certification in ITIL framework is a bonus

#LI-BH1

Slalom is an equal opportunity employer that is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veterans status, or any other characteristic protected by federal, state, or local laws, and will not be discriminated against on the basis of disability.