Manager, IT Service Desk

almost 3 years ago
Full time role
Atlanta, GA, US... more
Atlanta, GA, US... more

Company

Convoy is the most efficient digital freight network. We connect shippers to carriers to move millions of truckloads, saving money ...

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Job Description

Convoy is transforming the $800 billion trucking industry. Our mission is to transport the world with endless capacity and zero waste. The industry is huge and so is the opportunity to change the way freight moves.
The next time you’re out driving and see an 18-wheeler on the road, that truck is empty 35% of the time. When big trucks drive empty, they throw unnecessary CO2 into the atmosphere. In fact, empty trucks generate more than 76 million metric tons of wasted carbon emissions every year. At Convoy, our digital freight network helps reduce those empty miles and cut carbon waste by nearly half.
This is your opportunity to collaborate with an incredible group of people and help transform the freight industry. Join Convoy and help move the world forward.
About you:As the Manager, IT Service Desk of Convoy, you are eager to get your foot in the door at a fast-paced, rapidly growing startup. As a lead on the IT team, you will play a critical role in driving the IT Service Desk's impact on our entire company.  

You will:

  • Coach and support a growing geographically diverse team of IT Service Desk agents.
  • Deliver on established service level agreements for time to response, time to resolution, and customer satisfaction.
  • Provide escalation support to IT Service Desk agents and Convoy workers
  • Set and maintain standards from written communication, troubleshooting tactics, and other IT Service Desk procedures. 
  • Partner with IT Systems and IT Applications groups to represent the overall mission of IT
  • Be responsible for the procurement of IT equipment used by Convoy Workers, including setting standards for that hardware and process to procure. 
  • Be responsible for maintaining the life cycle of IT’s physical assets

We're looking for someone who has:

  • 5+ years of experience working in IT 
  • 5+ years of experience managing a team of 3 or more people
  • 3+  of experience in vendor oversight and management
  • Experience balancing competing project constraints including but not limited to scope, quality, schedule, budget, resources, and risks to accommodate the needs of each user/customer
  • A strong understanding of IT Service Management concepts such as ITIL or others frameworks.
  • Subject matter expertise with at least 5 of the following: G Suite, Okta, Jamf,  InTune, Cisco Meraki, Office 365, Azure AD, Zoom, Slack, Jira, AWS, Boomi, Workday, macOS, Windows, Oomnitza.
  • Proven project and program leadership experience.
  • Strong verbal and written communication skills, with the ability to clearly explain complex systems to non-technical stakeholders.


Benefits: Employees' wellbeing is top of mind for the Convoy team. Outside of offering excellent medical, dental, and vision benefits, we also offer the following: 
* On demand mental and emotional health benefits through Lyra * On demand primary care through 98.6* Generous paid time off* Paid parental leave program * Fertility benefit solutions via Progyny * Child-care and adult/elder-care options through Bright Horizons* Opportunity to join and contribute to one of our Employee Resource Groups* Ability to make a real world impact!
Convoy is an equal-opportunity employer and we welcome applicants from all backgrounds. If you’re a passionate team player who wants to have an outsized impact on a diverse and dynamic team, we’d love to hear from you!

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