Central Support Desk Manager

Company Description

The world runs on open source, and projects need more than a version or source control system to scale. The Linux Foundation has evolved a proven methodology to transform projects into category leaders. LFX operationalizes this approach, providing a suite of tools built to facilitate every aspect of open source development. Critical projects must have their finger on the pulse of their entire developer ecosystem, with tools tailored to key stakeholders driving project development, including maintainers, contributors, community managers, marketers, and more.

Job Description

As the Central Support Desk Manager at The Linux Foundation, you will lead, manage and develop our support desk team, ensuring the delivery of exceptional support to our internal teams and community members. Your role will focus on optimizing the support desk operations, fostering a culture of continuous improvement, and ensuring that our support aligns with our mission of advancing open-source technology. The Central Support Desk Manager will also be part of the implementation team involved with setting up the support desk. 

Key Responsibilities

- **Support Desk Implementation** Lead and participate in the implementation and evolution of the support desk driving the adoption of best practices. 

- **Team Leadership:** Manage and mentor a team of support desk professionals, providing guidance, training, and support to ensure high levels of performance and job satisfaction.

- **Operational Management:** Oversee the day-to-day operations of the support desk, including incident and request management, ensuring timely resolution of issues and adherence to service level agreements (SLAs).

- **Process Improvement:** Continuously assess and refine support desk processes, workflows, and tools to enhance efficiency and effectiveness. Implement best practices and innovations to drive operational excellence.

- **Stakeholder Engagement:** Collaborate with internal stakeholders, including IT, Finance, and other departments, to understand their needs and ensure that the support desk supports organizational goals and priorities.

- **Reporting and Analytics:** Develop and maintain metrics and reports to track support desk performance, identify trends, and provide insights for decision-making and strategic planning.

- **Customer Service:** Foster a customer-centric culture within the support desk team, ensuring that all interactions with users are handled with professionalism, empathy, and a commitment to providing outstanding support.

- **Project Management:** Lead and participate in support desk-related projects, including system upgrades, process changes, and the implementation of new technologies.

Qualifications

- Proven experience in a service desk management role, ideally within a tech-focused or open-source environment.

- Strong leadership and team management skills, with the ability to motivate and develop staff.

- Excellent problem-solving abilities and a track record of managing complex service desk operations.

- Strong communication and interpersonal skills, with the ability to engage effectively with a diverse range of stakeholders.

- A passion for open-source technology and a commitment to supporting the Linux Foundation’s mission.

Additional Information

This position is remote and is open to applicants who can work North America time-zone standard business hours. In order to be qualified for employment in this role.

The Linux Foundation is an all-remote-work organization that hires world-class talent. We are as passionate about providing a flexible and supportive work culture as we are about open-source software. Collaboration is in our DNA, and we pride ourselves on being able to work closely together while not being tied to an office. We offer exceptional benefits - e.g., top-of-the-line healthcare, unlimited PTO, Flex Fridays, and a 100% 401k match (up to the IRS-defined limit per year).

Salary: $100,000-$120,000 USD

The Linux Foundation is an Equal Opportunity Employer. We value diversity and encourage anyone interested to apply! All your information will be kept confidential according to EEO guidelines.