[Remote] IT Manager Service Desk, Customer Support at Business Wire

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

8+ years leading IT Service Desk and Customer Support teams
Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences
Proficient in supporting, and maintaining, end user applications and desktop hardware (Windows & Mac)
Managing mobile device management (MDM) platforms; Intune & JAMF
Expert in supporting custom developed SaaS applications
Proficient in Jira Service Desk; similar ticketing solution
Proficient in Microsoft 365 administration
Experience with support and administration of cloud-based telephony
Proficient supporting IAM solutions (Okta, Entra)
Scripting experience
Experience with ITIL framework

Responsibilities

Lead the daily operations of a service focused organization, handling 350+ weekly support requests
Handle service desk incidents and escalations, including root cause analysis, resolution, and prevention
Ensure all IT service requests are logged, prioritized, and resolved
Ensure customer satisfaction by defining, monitoring, and reporting on performance metrics
Perform regular process and SOP reviews to identify areas for improvement, optimize operations, and expanded organizational support capabilities
Proactively identify trends across and initiate mitigation actions
Provide critical incident management and be the interface between clients and technical teams within the company during outages and other major events
Keep up to date with the latest high-level technology trends
Ability to lead through complex technical issues
Support key initiatives as defined by management

Skills

Business Wire

Global press release distribution services

About Business Wire

Business Wire provides press release distribution and regulatory disclosure services to organizations, journalists, and regulatory authorities. Their main service allows clients to disseminate news to targeted audiences through various channels. The NX network, a patented technology, ensures that press releases are delivered directly into editorial systems, enhancing reliability and efficiency. Unlike competitors, Business Wire offers tailored distribution packages and additional services like media targeting and guidance, which help clients maximize their communication efforts. The goal of Business Wire is to help businesses and organizations effectively share their news on a global scale.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$1,700MTotal Funding

IPOCompany Stage

Consulting, Consumer SoftwareIndustries

501-1,000Employees

Benefits

Remote work flexibility

Health benefits

$100 monthly fitness allotment

Tuition reimbursement program

Enhanced mental health resources

401(k) plan with generous company match

Annual profit sharing contribution

PTO: Floating Holidays, Wellness Day Off, Birthday Day Off, and more!

Risks

Emerging AI technologies could disrupt traditional press release distribution models.

Streaming TV platforms may shift advertising budgets away from traditional channels.

Real-time solutions in industries may pressure Business Wire to enhance its real-time capabilities.

Differentiation

Business Wire's NX network ensures direct delivery into editorial systems, enhancing reliability.

The company offers tailored press release distribution services to reach specific target audiences.

Business Wire provides educational resources to keep clients informed about industry trends.

Upsides

Increased demand for AI-driven personalization can enhance client engagement and satisfaction.

The rise of streaming TV platforms presents new opportunities in digital media channels.

Growing partnerships with educational institutions can enhance Business Wire's educational resources.

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