IT Service Desk Manager

Coursera was launched in 2012 by two Stanford Computer Science professors, Andrew Ng and Daphne Koller, with a mission to provide universal access to world-class learning. It is now one of the largest online learning platforms in the world, with 142 million registered learners as of December 31, 2023. Coursera partners with over 325 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, Guided Projects, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as data science, technology, and business. Coursera became a B Corp in February 2021. Join us in our mission to create a world where anyone, anywhere can transform their life through access to education. We're seeking talented individuals who share our passion and drive to revolutionize the way the world learns. We at Coursera are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration. As a remote-first company, our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates. Job Overview: Coursera’s IT department is responsible for the Corporate tools and technology that are required for the company to operate efficiently and effectively. We are a growing IT department that plays an integral role in the company’s ability to perform its day-to-day tasks. While supporting an ever-growing number of global users with top-tier tools and applications, our IT team is always aiming to achieve the highest goals and produce the best experience possible for our end users.  The Global IT Service Desk Manager plays a pivotal role in overseeing and managing the efficient operation of the IT Service Desk on a global scale. This position requires a strategic leader with strong technical acumen, exceptional communication skills, and a proven track record in managing service delivery in a multinational environment. Responsibilities: Lead, guide, and mentor a geographically dispersed team of IT support professionals, fostering a collaborative and inclusive team culture to ensure a consistent and high-quality global service delivery. Streamline IT Service Desk operations by developing and implementing efficient processes, monitoring key performance indicators for continuous improvement, and ensuring timely incident resolution & request fulfillment in accordance with service level agreements (SLAs). Support the strategic management of the IT budget, optimizing resources for maximum efficiency, and actively contribute to organizational objectives through participation in strategic planning. Provide day to day oversight of global IT Service Desk and ensure a consistent end-user experience and maintain operational excellence in IT Service Management through execution of strategic initiatives that create efficiencies and process optimization. Lead change by collaborating with cross-functional teams to identify opportunities that improve security,  unlock productivity, and accelerate execution and oversee workflow or projects involving the IT Service Desk team. Drive global standards, standard operating procedures, user experience enhancement initiatives, and continued digital transformation. Oversee and lead the development, execution, and continuous improvement of employee development programs, conduct performance reviews, provide coaching, and establish clear career paths for the ServiceDesk team to enhance individual and collective professional growth. Basic Qualifications: A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required Experienced managing Enterprise support in a large and complex environment in a web-based service and technology through principles and practices of the ITIL framework and Service Desk as a Service. Profound knowledge and proven experience in defining,  managing, and exceeding support KPI’s and critical technical support metrics such as CSAT, Time to Resolution (TTR), SLAs, Backlogs, etc. Demonstrated ability to provide exceptional internal and external customer care with a Customer first mindset and a “Get it done” attitude. Demonstrate a proven track record of making sound decisions under pressure, taking calculated risks, and owning the outcomes, while willingly and effectively accepting high levels of responsibility and being fully accountable for decisions made and actions taken. Experienced in developing, leading,  and executing comprehensive organizational change initiatives from conception to successful implementation, including effectively building commitment and winning support for initiatives, communication, training, and stakeholder engagement strategies. Experienced in overseeing relationships with third-party vendors and service providers aligned to asset inventory management and optimization to implement best practices in cost-savings, accuracy, license optimizations, and overall efficiency improvements related to hardware and software assets. Skill in oral and written communications to staff and other stakeholders at a variety of levels, ranging from informal meeting discussions to formal presentations and from casual email communications to formal reports. Preferred Qualifications: A degree or equivalent experience, preferably in Information Technology. Proficiency in ServiceNow, demonstrating a high level of competence in leveraging the platform for streamlined service management and support processes. Technical and leadership certification such as ITIL 4, CompTIA ITOps, HDAA CHDM, COBIT, PMP, Six Sigma. If this opportunity interests you, you might like these courses on Coursera: Master of Information Technology - https://www.coursera.org/degrees/mas-information-technology-illinois-tech IBM IT Project Manager Professional Certificate - https://www.coursera.org/professional-certificates/ibm-it-project-manager Leading People and Teams Specialization -  https://www.coursera.org/specializations/leading-teams   LI-JB1 Coursera is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.   If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at accommodations@coursera.org.   For California Candidates, please review our CCPA Applicant Notice here. For our Global Candidates, please review our GDPR Recruitment Notice here.   #LI-Remote