Service Desk Manager, Applause
$90-100k
2 days a week in office (Framingham, MA)
Testing and digital quality platform
Open for applications
Testing and digital quality platform
1001+ employees
Open for applications
$90-100k
2 days a week in office (Framingham, MA)
1001+ employees
Company mission
To be the first place to turn for brands to ensure their digital interactions with customers are of the highest quality and work as intended.
Role
Who you are
- Experience: 5+ years of progressive experience in IT, with at least 3 years in a management or lead role
- Global Team Management: Proven experience managing geographically distributed teams, including understanding cultural differences and communication challenges
- Scripting: Hands-on experience with a scripting language (i.e. PowerShell, Python, JavaScript)
- Technical Skills:
- Working knowledge of networking, Active Directory
- Slack administration
- Google workspace administration
- Strong background in supporting a mixed environment of Windows and Mac end user devices (SCCM / Jamf respectively)
- Azure / Entra user administration experience
- Experience with IT security principles and best practices
- Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to a non-technical audience
- Strong analytical and problem-solving abilities
Desirable
- ITIL or PMP certification
- ServiceNow experience
- Jira / Confluence administration
What the job involves
- As a Service Desk Manager, you will lead our global Service Desk team
- This hybrid role is crucial for ensuring the support of our user base on a global scale
- The manager will report to the Director of Information Technology, and be responsible for leading a diverse team, supporting key projects, and maintaining high service levels
- Lead, mentor, and manage a small team of IT professionals located in multiple regions around the world
- Conduct performance reviews, provide constructive feedback, and support the professional development of team members
- Foster a collaborative and positive team environment that encourages innovation and problem-solving
- Develop and implement global IT support solutions, documentation, and best practices
- Oversee day-to-day IT support operations, including incident and request management, asset
- Management
- Participate in end user support and global asset shipping and receiving, serving as team
- Escalation point
- Analyze service performance metrics and KPIs to identify areas for improvement and implement data-driven solutions
- Identify bottlenecks or infrastructure issues and escalate to appropriate teams where
- Necessary
- Participate in an on-call rotation to provide 24x7 emergency coverage
- Typically 2 days in office each week for on-site support and coverage
- Lead and participate in deploying strategic IT projects
- Develop project plans, allocate resources, and communicate progress to stakeholders
Our take
Applause is an app quality testing platform giving development companies the ability to have their products thoroughly tested in real-world situations by a global network of testers. It also offers further development features such as the ability to gather user feedback, advanced analytics from app stores and bug reporting.
As a bug-free product launch has increasingly become the expectation among organisations and users, global demand for testing services has steadily risen. Applause competes for a piece of this market against companies such as Smartbear. However, its "in the wild" testing service is structured to scale rapidly compared to competitors, and it now has an unmatched 300,000 testers available on-demand around the globe.
Applause counts thousands of companies as its customers, including Google, Nike and Slack, to name just a few. It will move to consolidate its market lead by seeking to reach new customers, develop its platform, and build additional partnerships with companies that can help it test at larger and larger scales.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2016
$35m
SERIES F
Jan 2014
$43m
SERIES E
Total funding: $115.8m
Company benefits
- Work/Life Balance: Applause offers in-office, hybrid and remote work opportunities across all of our global locations. For those in office, we have a casual environment with plenty of drinks and snacks. We are also proud to extend generous paid time off and paid parental leave to every Applause employee.
- Employee Recognition: celebrate wins big and small with monthly, quarterly, annual and on-the-spot awards – cash, gift cards, points to spend in the company store and more.
- Learning & Development: Applause employees have access to a major learning platform catalog. We encourage professional development through Applause-curated curriculum and personal development through any courses that interest you. We also conduct online diversity training for every employee.
- Applause Fun: Through our company stores, employees may receive Applause-branded swag for new hire gifts, anniversaries and recognition awards. We also sponsor company events locally and globally, in person and virtually.
- Giving Back: Applause takes great pride in giving back to the community. We support charitable organizations like dream.org, National Society of Black Engineers, GLAAD, United Way and Cradles to Crayons through financial donations and volunteer work. Got something specific you’re passionate about? Let us know.
Company HQ
Framingham, MA
Leadership
Chris Malone
(CEO)Chris joined Applause in 2013 as CFO and became CEO in 2021. Previously, he worked at NTT DATA as a VP of Finance, at Keane as an Assistant Corporate COntroller and Vertical CFO of Finance Services & Insurance and at Corporate Finance Group as a Managing Director.
Bradley Batchelder
(CPO)Bradley initially joined Applause in 2012 as a Director of Talent Acquisition. Since then, he has held a number of roles and became CPO in 2021. Previously, he was a Talent Acquisition Manager at Monster and a Recruiter at Enterprise Search and Symphony Services.
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