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Service Desk Manager

Company: Carvana
Location: Tempe
Posted on: November 22, 2021

Job Description:

About Carvana If you like disrupting the norm and are looking for a company revolutionizing an industry then you will LOVE what Carvana has done for the car buying experience. Buying a car the old fashioned way sucks and we are working hard to make it NOT suck. At Carvana, our customers can hop online to... * Search and browse our inventory of over 20,000 vehicles that we own and certify. * Narrow down search results using highly intelligent filtering tools/components. * View vehicle details, Carfax reports, and 360 rotating studio images for every vehicle. * Secure financing in minutes using Carvana's in-house service or their own bank. * Interact with GUI components to easily customize loan length, down payment, and monthly payment. * Generate, upload, and eSign all documents online (no ink necessary). * Schedule front door delivery or pick up at one of our vending machines. * Trade-in their existing vehicle or just sell it to Carvana (no purchase necessary). For more information on Carvana and our mission, sneak a peek at our company introduction video or learn more about what it's like to work here from the people that already do. About the team and position We are looking for an experienced people-leader Service Desk Manager to join our Tech Services Team. This role will oversee multiple teams to ensure the timely delivery of quality technical support service to the business. This requires both knowledge of the software or hardware systems being supported and effective personnel management skills with a high degree of emphasis on providing an exceptional end-user experience. This position will report to the Sr. Service Desk Manager and may be required to travel to assist in supporting multiple service desk locations. What you'll be doing * Coach and support a tech team across multiple offices, focusing on the end-user IT experience from setting up hardware, using collaboration tools, and meeting SLAs. * Responsible for leading, mentoring, and motivating a team of Technical Support Specialists, Senior Technical Support Specialists, and Team Leads. * In partnership with People Ops, responsible for hiring, training, engaging and managing employee performance accordingly. * You will be expected to implement and maintain SLAs/OLAs in accordance with the company's current needs and to work with management and internal leaders on the vision and direction to evolve the services in support of future business needs. * Communicate and collaborate closely with internal Property Operations, Security Team and Construction teams. * Collaborate with Customer Care, People Operations, and Property Operations to maintain appropriate staffing levels and identify trends in customer issues or business needs. * Manage logistics and relationships with multiple vendors for both operational and project based needs. * Document, track and monitor all technical issues and solutions communicate with remote users via phone or email in order to troubleshoot problems using (and sometimes without use of) remote connectivity tools. * Assist Service Desk team members in assessing career goals and long-term strategy of continued success as they develop. * Identify staffing needs and work with People Ops to pursue the hiring process. * Lead or act as a significant contributor to leadership in the development of key initiatives that provide high-level results to improve business processes and client service delivery * Ensure policy adherence and provide support for both internal and external security controls * Design, document, train, and support new procedures focusing on increasing efficiency across the enterprise * Play a proactive role in our IT Operations projects * Provide exceptional customer service throughout your organization and act as the primary escalation point for all incidents or requests. What you should have * A strong background in ITIL Service Management, Service Level Agreements/Objectives (SLA/OLA) required. * 4-6 years experience in Information Technology industry, with 3+ years of direct people management * Strong team player with good communication skills and strong inclusive, people-focused leadership skills * Advanced skills administering Windows Server, Active Directory, DHCP, and other network services. * Advanced skills in Windows Operating System (recent flavors: Windows 7,8,10) and the knowledge to create and push images. * Knowledge of common scripting languages Powershell, Python, SQL, VBscript, Bash/shell * Knowledge in Mac OS X (recent flavors: Catalina, Big Sur). * Experience managing service and procurement vendors * Strong familiarity with firewalls, switches, and wireless deployments. * Experience with G Suites, Okta, Slack, Confluence, ITSM solutions , and JAMF * Strong familiarity with broadband connectivity (SD-WAN), data security, firewalls, VPNs, and the general processes centered around a data center environment. * Experience with configuring network devices (Cisco, Juniper, Fortinet, Meraki). * An understanding of enterprise network environments. * Basic knowledge and troubleshooting skills for IP Phones. * Intermediate skills supporting MS Office suite, especially Outlook and Office 365. * Experience with troubleshooting AV equipment such as HD TVs or Projectors. * Experience in designing, implementing, and reporting to senior management of Service Desk related dashboards, metrics, and KPIs. What we'll offer in return * Full-Time Salary Position with a competitive salary. * Medical, Dental, and Vision benefits. * 401K with company match. * A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more. * A great wellness program to keep you healthy and happy both physically and mentally. * Access to opportunities to expand your skill set and share your knowledge with others across the organization. * A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development. * A seat in one of the fastest-growing companies in the country. Other requirements To be able to do your job at Carvana, there are some basic requirements we want to share with you. * Must be able to read, write, speak, and understand English. * Must be able to lift up to 70 pounds independently; majority of lifting from knee to shoulder heights; other lifting required from various levels. * Must be able to carry and transport up to 70 pounds up to 20 feet. * Requires excellent visual acuity and manual dexterity. Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs. Legal stuff Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship. Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories. Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Keywords: Carvana, Tempe , Service Desk Manager, Executive , Tempe, Arizona

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