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Stack Overflow
Empowers the world to develop technology through collecting knowledge.
Austin, TX
Remote

Manager, Help Desk at Stack Overflow (Austin, TX or Remote)

| Austin | Remote
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As an IT Service Desk Manager, you'll bring a process and customer service-oriented mindset to managing and day-to-day operations of an internal IT Service Desk and support team.
We're looking for someone with experience in managing and growing a support and Service Desk team. The IT Service Desk Manager (SDM) is a critical role in any IT Service Management (ITSM) operation. You will be responsible for overseeing the day-to-day activities of the Service Desk to ensure our internal customers receive the support and service they require. In addition to managing daily operations, you will also be responsible for monitoring and reporting on operational KPIs to ensure the support team is meeting established business SLA and resolving issues in accordance with policies and procedures.
About you:
You're an established IT leader who serves as a mentor and plays coach to high-performing operations teams. You know your stuff when it comes to corporate security and compliance, and you find creative ways to implement best practices in those areas. And what you don't know, you're willing to figure out with your peers. You are process-oriented and rigorous in following up on your plans and commitments. Above all, you value servant leadership and you are driven to support the needs of every employee who walks through Stack Overflow's hallways (virtual or otherwise), no matter their role, personal background, or technical experience level. You enable every Stack employee to support the diverse developer community we are nurturing.
What you'll do:
General Management
  • Hiring employees
  • Training
  • Process definition
  • Tooling
  • Policy definition
  • Setting and tracking team goals and objectives
  • Mid-year and annual reviews

Service Operations
  • Mentoring and coaching
  • Escalations
  • Workload balancing
  • Operational performance monitoring
  • Continuous improvement
  • SLA compliance
  • KPI reporting
  • SOP creation and maintenance
  • Vendor Management

Other Duties
  • Special projects
  • Service Transition
  • Changes and releases
  • Liaising with internal team and various stakeholders

What we're looking for:
  • Servant leadership mindset - one that models humility and empathy through action
  • Conflict-management skills
  • Prioritization skills including prioritizing the work of others and managing multiple priorities
  • Ability to quickly assess the impact of a given situation
  • Communication skills across the organization i.e. peers, staff, executives, end-users, and other types of stakeholders
  • Experience with multiple hardware and software platforms
  • 5+ years' experience directly managing high-performing IT support or IT operations teams, or commensurate experience preferably in an ITIL organization
  • Ability to work with remote employees across many time zones
  • Experience with both security and compliance (ISO 27001/SOC2 a plus)
  • ITILv3 Foundation (or higher) certification requires v4 preferred
  • Knowledge of Fresh Service or other ITSM ticketing systems
  • Ability to travel domestically and internationally (5%-10%)

Also note: If this job interests you but you aren't certain if you meet all of the requirements, apply anyway!
Our ecosystem includes
  • Google Suite
  • Freshservice
  • Azure
  • VMware
  • Okta
  • Cisco and Meraki Networking Gear
  • Bash, Python, Powershell
  • Windows and Linux servers
  • Mac and PC laptops
  • Workspace One and Carbon Black
  • Github
See More
Apply Now
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Where we are

Austin, TX

Technology we use

  • Engineering
  • Product
    • C#Languages
    • JavascriptLanguages
    • jQueryLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • LookerAnalytics
    • FigmaDesign
    • JIRAManagement
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What are Stack Overflow Perks + Benefits

Stack Overflow Benefits Overview

From the beginning, Stack Overflow’s mission has been to be the best place anyone has ever worked. We make an extra effort to provide everything a person could ever want in a company, from completely free medical insurance to a professional development budget. Stack Overflow truly cares about our employees as people, and we have provided benefits that reflect how people really live.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Stack Overflow covers 100% of the costs of preventative care, including x-rays for you and your family!
Vision Benefits
Our vision plan cover you and your family with a $150 credit towards lenses or frames each year for after a $20 copay for an eye exam.
Health Insurance Benefits
Stack Overflow covers 100% of the medical costs, from prescriptions to copays to major medical events (such as births!) through an employer-funded HRA for you and your family!
Life Insurance
Employees are provided a $50,000 life insurance policy, with no premiums associated. If you would like supplemental insurance over and above that, a small amount will be deducted from your paycheck.
Wellness Programs
In addition to reimbursing up to $150 per month toward gym memberships or fitness class costs, we host virtual yoga sessions.
Mental Health Benefits
Stack Overflow partners with Bravely as the first step to getting what employees need to stay engaged, productive, and motivated at work with on-demand confidential professional coaching.
Retirement & Stock Options Benefits
401(K)
Stack Overflow provides a Roth IRA and Regular 401(K) options for our employees.
401(K) Matching
Stack Overflow matches 100% of employee contributions up to 3% on earnings and 50% of employee contributions between 3% and 5% of earnings. The company match is vested immediately.
Company Equity
As Stack Overflow isn’t public, employees are provided stock options upon their start, and then issued more upon later in their tenure for evergreen or promotion grants.
Employee Stock Purchase Plan
All of our employees receive stock options with their offer letter.
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Stack Overflow allows employees to participate in a DCA (Dependent Care Account), and employees can put up to $5,000 a year pre-taxed toward expenses for day camps, preschool, or au pair fees.
Generous Parental Leave
For employees who have worked here a year, Stack Overflow provides 16 weeks at 100% pay. This goes for adoptions, too. Upon their return to work, new parents can expense up to $500 for take-out meals.
Flexible Work Schedule
Stack has employees all over the world across many departments. While in the NY office hours are generally 9am-5pm, it is flexible and employees can generally work the hours they choose.
Remote Work Program
Before the pandemic, we were 40% remote. Today, we’re mostly remote and provide hybrid options in NYC. So long as your timezone works for your team, work where you want.
Family Medical Leave
Stack Overflow provides 12 weeks of unpaid time, and also 7 days of paid leave per 12-month period in order to provide care for a family member who requires it of the employee.
Adoption Assistance
We assist our employees by offering financial assistance in the adoption of a child. We'll reimburse up to $5,000 to use towards legal expenses, adoption agencies or other adoption professional fees.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Each US employee at Stack Overflow earns 20 vacation days on a regular accrual schedule per paycheck. Upon reaching the third year of employment, employees earn 25 days per year.
Sabbatical
By 5th year of employment, they’ve earned dedicated time to relax and reset! Stack Overflow provides 4 weeks of paid time off and 1 week of credit added to your account.
Paid Holidays
Paid Sick Days
Stack Overflow has unlimited sick days, though if employees are out more than a consecutive seven days, they could be eligible for Short Term Disability Leave and covered through our insurance.
Perks & Discounts
Casual Dress
Stack Overflow employees are encouraged to wear whatever makes them comfortable! Jeans and t-shirts are the norm. Whenever you see someone in a suit, you know they are here interviewing! :)
Commuter Benefits
Stack Overflow provides $130 toward commuter fees each month. Employees can choose between most NYC public transportation options include a monthly unlimited MetroCard (most common).
Company Outings
Since so many teams have members who operate across many locations, department meet-ups are typically scheduled annually.
Free Daily Meals
Stack Overflow provides a wide selection from our partner Cater2.me that delivers delicious and nutritious lunches each day the office is open.
Game Room
While Stack doesn’t have a designated game room, there are various gaming stations throughout the office, including but not limited to: an Xbox, a Nintendo Switch, a dart board, and a ping pong tabl
Stocked Kitchen
If lunches weren’t enough for you, Stack Overflow also provides fully stocked pantry shelves ("Snack Overflow"), fresh fruit, fridges, and cabinets for all breakfast and snack needs.
Happy Hours
Fitness Subsidies
Stack Overflow reimburses up to $150 per month toward gym memberships, fitness classes, or equipment costs.
Home Office Stipend for Remote Employees
Remote employees will also be provided with a one-time reimbursable allowance of the equivalent of up to $2,000 USD to purchase office furniture, monitor, and computer peripherals.
Professional Development Benefits
Job Training & Conferences
Each employee is eligible for up to $2,500 for continuing education, conferences, etc. to advance their skills and knowledge each year.
Tuition Reimbursement
Stack Overflow provides employees who have been employed for 6 months with up to $5,250 in employer education assistance benefits tax-free each year for undergraduate or graduate courses that qualify.
Diversity Program
Promote from within
Continuing Education stipend
Time allotted for learning
We offer monthly half-days dedicated to employees' professional and skills development time. There are three separate series: personal, professional, and company development days.
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

We really think about the experiences of our employees and how we can make lives easier. Little things like the remote employee holiday party stipend, or the take out reimbursement for new parents - these are small gestures, but show how we really understand our employees and support them in each aspect of their lives. Stack Overflow truly believes in everyone being able to bring their full selves to work.

An Insider's view of Stack Overflow

What’s the vibe like in the office?

I'm mostly remote, and I occasionally visit the office. Being new to the office space, I didn't know what to expect. Everyone was friendly and immediately introduced themselves. The office has a relaxing atmosphere, and the office staff ensures you have everything you need.

Dee

Senior Program Manager

What does your typical day look like?

I'm an early riser, and having the flexibility to structure my day in a way that works best for me is a huge benefit. I elect to work east coast hours though I'm based in Washington State, which means my afternoons and evenings are free for hiking, rock climbing, paddleboarding, or mountain biking. It's an excellent balance that keeps me inspired.

Eric

Manager, Customer Success

How has your career grown since starting at the company?

During my time at Stack, I've been encouraged to set goals that are not only team and project-based, but also career-based. Over the past two years, Stack has supported me in taking online courses to improve my front-end, UX research, and graphic design skill sets, which have been invaluable to my career growth.

Phoebe

Product Designer

How do your team's ideas influence the company's direction?

I love that Stack Overflow is highly collaborative. It's common to have Marketing, Product, Sales, and Engineering involved in at the earliest stages of a project. We value diverse perspectives and nearly everything is done cross-functionally. That's reflected in our internal kudos tool where nearly all of the shoutouts span multiple teams.

Khalid

Senior Vice President, Marketing & Communications

How does the company support your career growth?

Stack Overflow invests in technology, coaching, and numerous resources to enable sales reps to upskill and succeed. The servant leadership culture supports my career growth because managers create a culture of trust, foster leadership in others, and build camaraderie amongst teammates. The support lets us put customers first and grow our careers!

Chris

Senior Account Executive, Advertising

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