Help Desk Manager, Abnormal Security

• 10+ years of experience in IT support or end-user services with at least 5 years in a managerial role
• 4+ years of experience using ServiceNow to perform your role (running help desk services, reporting, CIP, analytics, automations) for a medium or large enterprise
• ITIL v3 or v4 certification
• Bachelor's degree in Computer Engineering, Information Technology, Business Administration, or a related field
• Experience working in and supporting a global company
• Experience working in a remote-first company
• Strong oral and written communication skills
• Analytical skills, with the ability to identify patterns, trends, and anomalies in large and complex data sets
• Excellent documentation and reporting skills for creating and maintaining technical documentation and reports
• Team player, collaborative management style who can motivate, lead, and develop a team of diverse individuals with a variety of experience levels and skill sets
• High attention to detail, process, and organization
• Results-oriented, values collaboration, self-motivated, and willing to adapt to change in a fast-moving environment
• Intellectually curious, a problem solver. Always looking for ways to improve standards, simplify, enhance functionality, and/or transition to solutions to improve support quality

Desirable

• Abnormal Security is looking for an End User Experience Manager to join the IT team
• The End User Experience Manager will play a pivotal role in managing our remote support team
• You will ensure that all technical issues are resolved efficiently and that our high standards of customer service are maintained consistently
• This role requires strong leadership skills, structured process mindset, and a commitment to providing excellent user support in a remote work environment
• This role will be responsible for leading our remote technical support team, ensuring the effective use of tools like ServiceNow, Google Workspaces, MacOS, Windows, JAMF, Intune, Slack, and Zoom
• This role requires a deep understanding of these platforms, strong leadership abilities, and a commitment to providing outstanding remote support
• This critical role ensures the employee experience is best in class, including onboarding, day-to-day life as an Abnormalite, and exiting the company
• This includes ensuring proper equipment is delivered, configured, and operational
• To achieve this, you must be an expert in process optimization, vendor, and stakeholder engagement
• Establish practical and working knowledge of Abnormal’s business processes as it relates to the end user
• Interact with key business partners to recommend solutions that improve customer service and processes
• Prepare and manage computer inventory via CMDB, including resource allocation, equipment procurement, lifecycle, and maintenance
• Collaborate with cross-functional teams, including IT engineering, Security, and HR, to ensure seamless delivery of solutions to support the entire employee lifecycle
• Drive continuous improvement efforts by leveraging the ServiceNow platform and ITIL best practices
• Responsible for forecasting hardware and software spend based on understanding the current state, assessing future needs, and estimating costs associated with upgrades, replacements, and growth
• Define, implement, and track KPIs that gauge the effectiveness, efficiency, and satisfaction of end-user services while continually identifying areas for improvement, and implementing corrective actions as needed
• Manage vendor relationships and contracts related to end-user support tools and services
• Implements best practice support models to improve client services, including adoption of ITIL4 practices for service and application support, problem and incident management, end-user technology management (inventory, configuration management, patching, desktop engineering), service level metrics

• Initial Application
• Recruiter Interview
• Hiring Manager Interview
• Skills Assessment
• Final Interviews