Solution Engineering Manager - Service Desk
AstraSalary not specified
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
IT Services, Microsoft PartnerIndustries
Requirements
- Bachelor’s degree, or foreign degree equivalent, in Computer Science
- 2 years of experience in Information Technology project management occupations
- Demonstrated experience leading technical professionals in a matrix organization
- Demonstrated experience managing remote and offshore resources
- Demonstrated experience with PagerDuty or similar call scheduling and escalation software
Responsibilities
- Overseeing the day-to-day operation of the Service Desk, available 24/7, 365 days a year, including: Creating service technician schedule to ensure adequate coverage; Conducting daily shift transition meetings; Monitoring open tickets to ensure appropriate escalation; Acting as client advocate
- Developing strategy and tactical implementation of policies and procedures needed to achieve agreed upon service levels
- Maintaining a cohesive team, conducting regular status meetings, sharing appropriate information, and building a depth of expertise across all service lines
- Managing the setup and onboarding of new clients
- Creating and presenting regular reports to clients on service activity, open issues, and future maintenance activities
- Maintaining systems necessary to support the Service Desk and efficient operation of all managed services programs
- Working with management and marketing to enhance program material, developing new offerings and promoting managed services to potential clients
- Assessing client need for additional services and assisting with drafting work orders or statements of work
- Coordinating with other internal resources to complete small client projects
- Participating as a member of the Delivery Management Team in resource scheduling, organizational planning, and staff development
- Developing and maintaining strong communication with internal project managers and technical leads
Skills
SharePoint
SQL Server
Azure
24/7 Monitoring
Technical Support
Staff Scheduling
Process Improvement
Managed Services
Later
Social media management and influencer marketing tools
About Later
Later provides tools for social media marketing, focusing on helping marketers, brands, and influencers create engaging content and measure their results. Its main products include Later Influence, which automates influencer marketing campaigns and connects brands with influencers; Later Social Media Management, a tool for planning, scheduling, and analyzing social media posts; and Later Link in Bio, which allows users to drive traffic to multiple destinations from a single link in their bio. Unlike many competitors, Later emphasizes a subscription model that offers various service tiers, ensuring continuous updates and support for users. The company's goal is to establish the first "Social Revenue" platform, enabling clients to achieve predictable and measurable returns from their social media activities.
Vancouver, CanadaHeadquarters
2014Year Founded
$3.7MTotal Funding
SEEDCompany Stage
Consumer Software, Consumer GoodsIndustries
1,001-5,000Employees
Benefits
Hybrid work environment
Education & conference budget
Wellness spending account
Flexible hours & work schedule
Technology bonus
Annual company retreat
Vacation & wellness days
Parental leave top-up
Learning & development workshops
Stock options
Risks
Linktree's growth may overshadow Later's Link in Bio tool.
Integration of Mavely could distract from core offerings.
Instagram's video shift may require adaptation of Later's tools.
Differentiation
Later combines influencer marketing and social media management in a unified platform.
The company offers AI-powered social listening tools for actionable insights.
Later's acquisition of Mavely enhances its social commerce capabilities.
Upsides
AI-enhanced search optimizes influencer discovery and ROI for brands.
Social commerce trends offer new monetization opportunities for creators.
Later's partnerships with major social platforms expand its market reach.
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