Momentum
Senior IT Service Desk Manager
Momentum, Dallas, Texas, United States, 75215
Momentum is a respected collection of independent companies, including PMG, Koddi, Further, and Momentum Commerce. We serve as a premier global business transformation partner for over 125 of the Fortune 500 brands. With 1,400 global employees and $5B in media spend under management, we foster a fast-growing, values-driven, people-first environment where you can thrive.
Our portfolio of companies partners with some of the world's most iconic and ambitious brands, such as Apple, J&J, Lego, Nike, Kroger, and Marriott. We combine scalability with a solutions-oriented approach to deliver fast-paced, innovative results for our customers while creating meaningful growth opportunities for our teams.
If you are looking for opportunities to grow in your career and are passionate about being at the forefront of data and technology, and driving rapid innovation in the future of commerce, we would love to talk with you about joining Momentum.
We believe that a culture of belonging, inclusion, and diversity is key to empowering our team members to thrive both personally and professionally. Living out our values is not just a goal; it's a daily practice!
For more information, please visit www.momentum.com.
The Opportunity
We're seeking a dynamic and customer service orientated leader to join us in the role of
Senior IT Service Desk Manager
within our growing IT department. This individual will lead a team dedicated to delivering exceptional customer service and high-quality IT support. This position requires expertise in service desk management, technical proficiency in key tools, and a strong focus on leadership, mentoring, and customer satisfaction. As a customer-facing role, this manager will ensure seamless IT support operations, working closely with business stakeholders and clients. Ready to join our team?
Join us in this full-time role, based in our Dallas Office at the Link: 2601 Olive Street, Dallas, TX. Be part of a vibrant community where amazing people, data & insights, and perpetual innovation converge to shape the future of digital commerce!
About This Role at Momentum
As the Senior Service Desk Manager on our IT & Cybersecurity team at Momentum, your days will be dynamic and filled with opportunities to contribute to our mission. Here's a glimpse into what your typical day might look like:
Provide mentorship and development to service desk team members, setting clear performance goals and fostering a culture of high performance. Provide training and support for team members on critical tools, workflows, and customer service techniques. Act as a point of contact for escalated support requests, ensuring prompt, professional issue resolution. Collaborate and build relationships with customers and business leaders, proactively managing expectations and communication. Look for ways to optimize service desk operations using tools including Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro. Oversee incident and request management to ensure efficient resolution within SLA timelines. Analyze service desk metrics and performance data to identify areas for operational improvement. Encourage knowledge sharing by managing and expanding the knowledge base for common issues, guides, and FAQs. Ensure documentation of processes, workflows, and solutions is up-to-date and accessible to the team and end-users. Qualifications
We're looking for someone who:
Holds a Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). Has at least 7 years experience in IT service desk management or support roles, with at least 3 years in leadership. Possesses relevant certifications, such as ITIL Foundation, HDI Service Desk Manager, or relevant certifications in the tools used. Is proficient with Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro. Has a strong understanding of service desk operations, ITIL processes, and customer service best practices. Has proven experience in leading and developing IT support teams. Has a clear track record of customer service excellence with the ability to resolve escalated issues effectively. Possesses strong written and verbal communication skills, suitable for a customer-facing role. Has the ability to interpret data to optimize operations and improve service delivery. Ideally has experience working in a holding company, shared services group, and/or in a start-up environment.
Commitment to Diversity and Inclusion at Momentum
At Momentum, our commitment to change for the better is reflected in our dedication to fostering a culture of belonging, inclusion, and diversity. We recognize diversity and inclusion as key components of our company's success and growth. Recognizing the ongoing journey ahead, we are determined to make lasting impacts through the collective efforts of our Leadership team, People & Culture team, and every employee.
Momentum is an equal opportunity employer, considering all qualified applicants regardless of characteristics protected by law. These include, but are not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, color, ancestry, and Veteran status. We actively seek qualified applicants from diverse backgrounds, with no consideration of criminal histories, in alignment with applicable legal requirements.
Should a reasonable accommodation be necessary for the application process and beyond, we are eager to review and provide reasonable accommodations as needed, in compliance with applicable laws.
Total Rewards
At Momentum, we prioritize the well-being of the whole individual. We are committed to supporting our people in every moment that matters on their journey with us! We are pleased to offer a comprehensive total rewards package designed to provide protection, peace of mind, and a focus on overall well-being while helping our people plan for the future.
The base salary range for this position may vary based on location. Actual compensation will be determined by role, level, and location, considering additional factors such as job-related skills, experience, and relevant education or training. For roles eligible for remote work, the base salary is tailored to the designated work location. In addition to the base salary, candidates may be eligible to receive a discretionary annual bonus, determined based on both the company's business performance and individual contributions. The People & Culture team will provide specific details during the hiring process.
We take pride in offering a comprehensive benefits package for our full-time employees, encompassing healthcare benefits, a 401(k) plan with an employer match, short-term and long-term disability coverage, life insurance, paid time off, parental leave, and various paid holidays, among other perks.
Our workplace offers opportunities for involvement in a wide range of challenging and impactful projects, across diverse industries and business models, fostering career advancement and development within our growing organization. The culture is highly collaborative and supportive, contributing to a fulfilling professional journey.
Note on Confidentiality
Any personal data collected during the application process will be treated with the utmost confidentiality and privacy.
Our portfolio of companies partners with some of the world's most iconic and ambitious brands, such as Apple, J&J, Lego, Nike, Kroger, and Marriott. We combine scalability with a solutions-oriented approach to deliver fast-paced, innovative results for our customers while creating meaningful growth opportunities for our teams.
If you are looking for opportunities to grow in your career and are passionate about being at the forefront of data and technology, and driving rapid innovation in the future of commerce, we would love to talk with you about joining Momentum.
We believe that a culture of belonging, inclusion, and diversity is key to empowering our team members to thrive both personally and professionally. Living out our values is not just a goal; it's a daily practice!
For more information, please visit www.momentum.com.
The Opportunity
We're seeking a dynamic and customer service orientated leader to join us in the role of
Senior IT Service Desk Manager
within our growing IT department. This individual will lead a team dedicated to delivering exceptional customer service and high-quality IT support. This position requires expertise in service desk management, technical proficiency in key tools, and a strong focus on leadership, mentoring, and customer satisfaction. As a customer-facing role, this manager will ensure seamless IT support operations, working closely with business stakeholders and clients. Ready to join our team?
Join us in this full-time role, based in our Dallas Office at the Link: 2601 Olive Street, Dallas, TX. Be part of a vibrant community where amazing people, data & insights, and perpetual innovation converge to shape the future of digital commerce!
About This Role at Momentum
As the Senior Service Desk Manager on our IT & Cybersecurity team at Momentum, your days will be dynamic and filled with opportunities to contribute to our mission. Here's a glimpse into what your typical day might look like:
Provide mentorship and development to service desk team members, setting clear performance goals and fostering a culture of high performance. Provide training and support for team members on critical tools, workflows, and customer service techniques. Act as a point of contact for escalated support requests, ensuring prompt, professional issue resolution. Collaborate and build relationships with customers and business leaders, proactively managing expectations and communication. Look for ways to optimize service desk operations using tools including Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro. Oversee incident and request management to ensure efficient resolution within SLA timelines. Analyze service desk metrics and performance data to identify areas for operational improvement. Encourage knowledge sharing by managing and expanding the knowledge base for common issues, guides, and FAQs. Ensure documentation of processes, workflows, and solutions is up-to-date and accessible to the team and end-users. Qualifications
We're looking for someone who:
Holds a Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). Has at least 7 years experience in IT service desk management or support roles, with at least 3 years in leadership. Possesses relevant certifications, such as ITIL Foundation, HDI Service Desk Manager, or relevant certifications in the tools used. Is proficient with Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro. Has a strong understanding of service desk operations, ITIL processes, and customer service best practices. Has proven experience in leading and developing IT support teams. Has a clear track record of customer service excellence with the ability to resolve escalated issues effectively. Possesses strong written and verbal communication skills, suitable for a customer-facing role. Has the ability to interpret data to optimize operations and improve service delivery. Ideally has experience working in a holding company, shared services group, and/or in a start-up environment.
Commitment to Diversity and Inclusion at Momentum
At Momentum, our commitment to change for the better is reflected in our dedication to fostering a culture of belonging, inclusion, and diversity. We recognize diversity and inclusion as key components of our company's success and growth. Recognizing the ongoing journey ahead, we are determined to make lasting impacts through the collective efforts of our Leadership team, People & Culture team, and every employee.
Momentum is an equal opportunity employer, considering all qualified applicants regardless of characteristics protected by law. These include, but are not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, color, ancestry, and Veteran status. We actively seek qualified applicants from diverse backgrounds, with no consideration of criminal histories, in alignment with applicable legal requirements.
Should a reasonable accommodation be necessary for the application process and beyond, we are eager to review and provide reasonable accommodations as needed, in compliance with applicable laws.
Total Rewards
At Momentum, we prioritize the well-being of the whole individual. We are committed to supporting our people in every moment that matters on their journey with us! We are pleased to offer a comprehensive total rewards package designed to provide protection, peace of mind, and a focus on overall well-being while helping our people plan for the future.
The base salary range for this position may vary based on location. Actual compensation will be determined by role, level, and location, considering additional factors such as job-related skills, experience, and relevant education or training. For roles eligible for remote work, the base salary is tailored to the designated work location. In addition to the base salary, candidates may be eligible to receive a discretionary annual bonus, determined based on both the company's business performance and individual contributions. The People & Culture team will provide specific details during the hiring process.
We take pride in offering a comprehensive benefits package for our full-time employees, encompassing healthcare benefits, a 401(k) plan with an employer match, short-term and long-term disability coverage, life insurance, paid time off, parental leave, and various paid holidays, among other perks.
Our workplace offers opportunities for involvement in a wide range of challenging and impactful projects, across diverse industries and business models, fostering career advancement and development within our growing organization. The culture is highly collaborative and supportive, contributing to a fulfilling professional journey.
Note on Confidentiality
Any personal data collected during the application process will be treated with the utmost confidentiality and privacy.