Sr Manager of IT Service Desk

Are you passionate about redefining the employee technology experience? We are looking for a high-energy Senior Manager to lead our IT Service Desk and Deskside Support teams. In this role, you won't just be managing tickets; you'll be the architect of a world-class support culture, ensuring our global team and Westlake HQ operate at peak performance.

Who You Are

• An Inspiring People Leader: You don't just manage; you mentor. You take pride in developing IT Service Engineers and Deskside Technicians into top-tier technical professionals.
• The Calm in the Storm: As our Major Incident Manager, you remain level-headed during critical IT issues, coordinating resolutions with precision.
• A Strategic Partner: You represent IT Leadership vision and policies, acting as a proactive bridge between technology and the broader business.
• Executive-Ready: You have the polish and technical confidence to provide white-glove support to our executive team and handle high-stakes company events.

What You'll Do

• Champion the Experience: Drive our vision for the "best possible employee technology experience" through consistent processes and exceptional customer service.
• Lead the Front Line: Manage global service desk shifts, on-call rotations, and staffing schedules to ensure 24/7 operational excellence.
• Master the Broadcast: Own the technical success of company-wide Town Halls, managing both local in-person attendance and global broadcasts.
• Optimize the Workspace: Ensure our Westlake HQ conference room AV (Zoom) is always "meeting ready" and high-performing.
• Govern Assets & Data: Implement robust asset management for hardware and software while holding the team accountable to industry-best KPIs for resolution and response times.

• Technical Versatility: A deep understanding of client devices, networks, systems, and identity issues in a global environment.
• Operational Rigor: A proven track record of "Continual Service Improvement"-you don't just fix problems; you find ways to prevent them.
• Project Leadership: Experience spearheading key deliverables within Service Desk or Desktop Support environments.
• High-Pressure Proficiency: The ability to thrive in a high-demand environment where prioritizing multiple tasks is second nature.

Requirements

• 4+ years of management experience specifically within Service Desk or Deskside Support.
• 2+ years of experience directly supporting C-suite/Executive IT needs.
• 2+ years of experience managing company-wide broadcasts and Zoom-based conference room equipment.
• Ability to be on-site at our Westlake, TX office at least 3 days per week, with occasional travel as required.
• Exceptional written and verbal communication skills with a customer-focused, positive attitude.
• Preferred: Experience with ServiceNow and a strong working knowledge of both Windows and MacOS environments.
• This role follows a hybrid schedule, with on-site work at our Westlake/Dallas, TX office Tuesday through Thursday and remote flexibility on Mondays and Fridays. This approach helps us collaborate more effectively, make decisions more quickly, and build a stronger culture, while still providing flexibility.

• We work in a blended environment that supports collaboration, flexibility, and connection across teams.
• We are mission-driven, shaping the future of tech upskillling and delivering impact that matters.
• We foster a culture of inclusion and belonging, where everyone can contribute and thrive.
• We are always learning, creating an environment where you can take on new challenges, expand your skills, and grow with purpose.
• Benefits include competitive compensation, bonus eligibility, comprehensive medical coverage, unlimited PTO, wellness reimbursement, professional development funds, and more., The annual US base salary range for this role is $136,800- $180,000USD. Actual compensation will depend on location, skills, experience, and other factors. Additional benefits and bonuses may apply.

Pluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today's tech workforce. Thousands of companies, government organizations and individuals around the world rely on Pluralsight to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. We offer highly curated content developed by vetted technology experts, industry leading skill assessments, and hands on, immersive learning experiences designed to help individuals skill-up faster. This role is primarily performed in an office or home office setting and involves standard computer-based work. Bring yourself. Pluralsight is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status. We also consider qualified applicants with criminal histories, consistent with EEOC guidelines and local laws.