Our client is a world leading provider of products for authoring technical publications, e-learning and pharmaceutical information.Their tools are used by some of the world’s largest organizations to enable reuse, reassembly and multi-format consumption of mission critical content. Their products serve both the Pharma industry as well as Life Sciences customers.

Company is headquartered in New Zealand and has a strong presence in the USA. Established in 2000, they have a team of more than 100 people based mainly in New Zealand, Europe, and the United States, working across Technology, Product, Quality, Customer Success, Marketing, Sales, Finance and People Experience teams.

In this role, you will lead our global Technical Support / Help Desk team, providing support for the products and services delivered to our customers. You will be passionate about continuous improvement, working on various initiatives which streamline our internal business processes and reporting, while identifying areas for improvement. This position is a key role in leading the maturity of our service offerings to our customers. The mixture of experience, skills and attitude are key ingredients in making a team succeed so we need the right people on board.

Based in the East Coast of US, you will have the flexibility of working from home, while engaging with our teams based in US, Europe and Australia.

You will be responsible for processing support tickets, providing monthly/quarterly performance reports, as well as attending customer relationship management meetings, reviewing performance satisfaction, and identifying opportunities for service improvement. You will become an expert user of our products and champion service excellence to your direct reports. This position is 50/50 -- management of the team of 4-5 and hands-on.

• Collaborate on the Help Desk delivery strategy, including the adoption and maturity of ITIL 4, IT service management processes around incident management, service fulfillment, knowledge management and change management.
• Grow and nurture a world-class product support team for our customers who are distributed across continents and in different time-zones.
• Work closely with Release Managers and Customer Success Managers to ensure proper release-support plans and transition tasks are documented, support knowledge is prepared from release notes, and the level 0 service desk is resourced appropriately to support releases across all products and environments, including on-premise customers.
• You will be the Incident Manager in the event of incidents or problems occurring; hands-on with the incident- management process, including being involved in troubleshooting and incident resolution practices, and ensuring the level 0 through level 3 service delivery aligned team members are aware of the incident and has instructions about how to communicate status and impact to clients.
• Help to build a knowledge base of systems and services, including supporting information, frequently asked questions, known issues, business impacts and the relationships between events and incidents.
• Ensure that the Help desk insights are passed on to relevant teams so that issues and potential problems can be prioritized for fixes, and to the service desk agents to promote consistent resolution of common issues.
• Maintain a dashboard view of important service desk metrics such as SLA compliance, user satisfaction, queue management, service availability, and performance.
• Help configure and/or build meaningful customer facing reports, giving them insights into service availability, incident and problem management activities, outstanding service and change requests.

• College or university degree is desired.
• 5+ years professional experience in a service desk lead role, including at least 3 years in an enterprise IT environment, preferably of a SaaS product company.
• 2+ years supervisory and management experience, preferably teams with multiple locations across the globe. Experience working in a company supporting content management systems like is a plus.
• Experience with ITIL 3+, COBIT, ISO/IEC 20000, SDI certifications strongly desired.
• Incident Management experience across globally distributed functions and locations.
• Must have expertise – strategic and tactical administrative hands-on experience – with one or more ITSM tools like Zendesk, JIRA Service Desk, ServiceNow etc.
• High level of proficiency with reporting and data tools (Excel, PowerBI, etc.)
• Experience writing, implementing and following ITSM framework using ISO/IEC 20000 level policies and process controls a major plus.
• You must be great with people. Our ever-growing team of engineers are a tight-knit bunch who make getting on and collaborating easy, but if you work well with others and value a shared, team effort, you’ll fit right in.