Gong Service Desk Manager 

United States, California, San Francisco 

136138662

Responsibilities

• Partner with local leadership to align on IT requirements and priorities
• Manages vendor relationships and ensures timely delivery of products and services
• Advocate to IT Leadership for local needs
• Troubleshoots hardware and software issues for laptops, peripherals, and mobile devices including login, application, performance, and basic connectivity
• Responds to incidents and service requests in a timely manner
• Maintains excellent communication with users on incident status with a focus on user satisfaction
• Assigns and manages tasks assigned to local IT Specialists
• Creates and maintains documentation for problems and the knowledge base
• Troubleshoots and escalates office related issues (A/V, printers, network)
• Supports user onboarding by deploying hardware and providing training
• Manages user access to systems during employee lifecycle events (pre-hire, onboarding, separation)
• Prioritizes tasks and tracks progress with minimal supervision and guidance

Requirements

• 8+ years of experience in IT support
• Proven experience troubleshooting Windows and MacOS
• Proven ability to support remote workforce
• Excellent communication and interpersonal skills
• Ability to manage and prioritize multiple ongoing incidents and requests
• Experience with basic user administration of Okta, Zoom, Slack, and GSuite
• Basic knowledge of network troubleshooting techniques

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a hybrid environment.