Global IT Service Desk Manager

About Highspot

Highspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it’s about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world.

About the Role

The Global IT Service Desk Manager will oversee our Service Desk operations worldwide, providing efficient, customer-focused support for end users facing various technical issues.

This role entails:

• Managing and Developing a high-performing Help Desk team across multiple regions (US, Canada, EMEA, India) to deliver proactive, service-oriented support.

• Optimizing Operational Processes and implementing scalable, innovative IT solutions that adapt to the company’s evolving needs.

• Building a Service-Centric Team Culture focused on proactive support and continuous improvement, with an emphasis on Mac systems and software.

• Recruit, train, and retain a skilled, customer-focused Help Desk team, leveraging global talent to drive efficient service delivery.
• Promote a proactive problem-solving mindset, emphasizing continuous improvement, with cross-training to expand team capabilities.
• Regularly analyze and improve Service Desk processes to increase efficiency, reduce errors, and improve customer satisfaction.
• Work closely with IT, security, and business leaders to create flexible, scalable IT processes ensuring operational excellence and reliability
• Lead a team in overseeing troubleshooting and resolution efforts for technical issues, ensuring efficient support for applications, network connectivity, and other critical systems.
• Define and maintain Helpdesk SLAs, supporting continuous improvement, driving accountability, prioritizing efficiently and delivering the best customer-focused experience globally.
• Maintain accurate inventory records of laptops and other equipment, ensuring all assets are tracked and managed according to compliance standards.
• Implement cost-saving measures within asset management and ensure compliance with security standards.
• Oversee onboarding and offboarding processes to ensure equipment setup and secure access for new hires and departing employees.
• Conduct regular audits to uphold compliance, performing root cause analysis on issues to prevent recurring issues.
• Drive Helpdesk projects from conception to completion, communicating clearly with stakeholders to meet business goals and project milestones.

• You have 5 years of experience in a Service Desk or IT support role, including at least 2 years in a managerial position overseeing a global support team.
• You have demonstrated expertise in establishing and managing performance metrics to deliver exceptional, globally consistent support services.
• You possess strong technical skills, with expertise in application, MacOS and Windows, and network connectivity support and troubleshooting.
• Experience collaborating with teams across different regions.
• Ideal candidate is proficient with Jira, Okta, Google Workspace, and the Microsoft Office Suite or equivalent applications.
• You bring proven project management skills, capable of driving IT projects to completion while hitting key milestones and managing resources effectively.
• You have experience with AV setup and support, ensuring smooth operation of conference rooms for meetings, presentations, and company events.
• You excel in leadership, communication, and relationship-building, effectively engaging with diverse stakeholders and team members.
• People-First Mindset: A genuine passion for supporting others and a commitment to creating positive experiences for users. You’re motivated by helping team members and everyone in Highspot succeed and are eager to make a meaningful impact on their day-to-day work.
• Make It Happen: You actively seek solutions and fixes, fostering a collaborative environment where team members feel supported in finding answers. You encourage open communication, ensuring that users feel comfortable coming to the HelpDesk with their challenges.
• Collaborate Across Boundaries: You’re not only comfortable talking to people but are driven by a desire to connect and find ways to help. You understand the value of clear, empathetic communication and work hard to create a welcoming and resourceful Service Desk team.

Base salary range: $118,000 - $220,000. Employees are eligible to receive stock options and may also receive other forms of compensation.

The above represents total expected compensation for this role. Actual compensation will depend on various job-related factors, including, but not limited to, location, experience, and job qualifications.

Highspot also offers the following employee benefits for this position:

-Comprehensive medical, dental, vision, disability, and life benefits

-Health Savings Account (HSA) with employer contribution

-401(k) Matching with immediate vesting on employer match

-Flexible PTO

-8 paid holidays and 5 paid days for Annual Holiday Week

-Quarterly Recharge Fridays (paid days off for mental health recharge)

-18 weeks paid parental leave

-Access to Coaches and Therapists through Modern Health

-2 volunteer days per year

-Commuting benefits     

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Equal Opportunity Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.

Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.

Salary : $118,000 - $220,000