Service Desk Manager

Sugar Inc. is looking for a Service Desk Manager to head up our day-to-day help desk operations. The ideal candidate will have a strong technical background, business acumen and people management skills. This position will directly oversee several help desk engineers in different offices, so great interpersonal and communication skills are required. The ideal candidate will also have excellent analytical abilities as he or she will be required to identify support trends and develop new workflows and processes to address these meta-level issues. Lastly, as the final point of escalation for all support requests, the Service Desk Manager must have excellent customer service skills.

Responsibilities:

• Manage day-to-day operations of the service desk in all Sugar Offices
• Directly manage all help desk engineers
• Meet regularly with all outsourced IT vendors
• Prepare weekly reports for the Senior IT Manager
• Oversee IT aspects of the hiring and termination processes

Qualifications:

• Minimum 3 years on desktop support for both Mac and PC platforms
• Minimum 3 years of Active Directory and Microsoft Exchange environments and knowledge
• Minimum 2 years of management experience
• Bachelor’s or B.S. degree in a related field
• Experience with Cisco is a plus, but not required

Please send a cover letter and resume to itmanager@sugarinc.com. This job is a full time position working from our San Francisco Office. No phone calls please.

Location: San Francisco, CA

Internal Position #661