Manager - Global Service Desk

Job Description

• Cultivate top talent and mentor team members to exceed expectations
• Oversee all helpdesk support operations in Chegg’s non-US offices
• Collaborate with the US team to ensure continuous global support
• Proactively manage support requests, ensuring timely resolution and adherence to SLAs (Service Level Agreements)
• Assist in developing timelines and milestones for IT projects, ensuring timely and cost-effective completion
• Establish, document, execute, and manage helpdesk policies, procedures, and standards, delivering consistent and reliable solutions
• Evaluate and improve processes that will improve the end-user experience
• Monitor and analyze performance metrics to identify trends and areas for improvement
• Ensure compliance with IT policies, standards, and data security regulations
• Manage relationships with third-party vendors and suppliers
• Actively gather customer feedback to improve service quality
• Oversee the budget for service desk operations, ensuring cost-effective solutions
• Continuously evaluate and recommend new tools and technologies to improve service desk operations
• Regularly update senior management and stakeholders on service desk performance and activities
• Oversee and manage changes to IT services to ensure minimal business disruption
• Evaluate and make recommendations regarding the capacity of the service desk team to meet current and future support demands

• 10+ years of experience in a corporate technical environment with project management expertise
• Proven track record of leading high-performing teams and building strong cross-functional relationships
• Experience in strategic planning and system design, interacting with all organizational levels
• Experience maintaining a high-performing support team in a multi-site organization
• Proficiency with Microsoft Windows, MacOS, Office 365, Windows Server, helpdesk ticketing systems, Okta, AD, and computer networking
• Flexibility to work varied hours, including evenings, weekends, and holidays
• Excellent English communication skills, both written and verbal

Why do we exist?

Students are working harder than ever before to stabilize their future. Our recent research study called State of the Student shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we’ve expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.

Video Shorts

Life at Chegg: http://youtu.be/Fwf90zgaOLA

Chegg Corporate Career Page: https://jobs.chegg.com/

Chegg India: http://www.cheggindia.com/

Chegg Israel: http://www.chegg.com/about/working-at-chegg/israel/

Thinkful (a Chegg Online Learning Service): https://www.thinkful.com/about/#careers

  Chegg out our culture and benefits!

http://www.chegg.com/about/working-at-chegg/benefits/

Chegg is an equal opportunity employer