The world loves Postgres. If you work with developers or data scientists or anyone wrangling data, youll probably see a sticker with the tusks and trunk of the Postgres elephant on the lid of a nearby laptop. EDB has a lot to do with that.
Weve been major contributors to Postgres since the beginning, and we are proud to call thousands of boundary pushing customers our partners. Proud though we are, we are not resting on our laurels. Theres plenty of work to do. The good news is that everything we do will impact Postgres, which is to say that it will impact the world. No pressure.
Note: This is a hybrid remote/onsite role. Applicants must be able to work from our office in Bedford, MA.
EnterpriseDB is seeking a highly energized leader to manage, develop and lead our geographically dispersed IT Service Desk organization.
In this highly visible and hands-on role, the Manager, Global IT Service Desk will be responsible for the design, development and implementation of technology solutions which provide key internal services to the employees of EnterpriseDB.
Reporting to the CIO, the successful candidate will leverage industry knowledge and experience to guide the business through creative and transformational uses of new technologies to deliver world class service and support in a cost effective and predictable manner.
Tremendous focus and investments are being made at EnterpriseDB and, for those who are energized by the opportunity to be a transformational leader, it simply doesnt get any better than this!
Responsibilities
- Everyone deserves a GREAT manager - Be one! Develop your staff and nurture the next leaders in the team.
- Ensure that we Wow! our users by delivering prompt, professional and thorough solutions to their IT needs and to the demands of our growing business.
- Manage and monitor ongoing procurement and inventory management processes to ensure that supply-chain issues do not become a hindrance to EDBs growth objectives.
- Develop and manage on-call rotation for Service Desk teams.
- Design, document and implement policies and procedures to support industry compliance demands of business and ensure unwavering adherence.
- Prepare and deliver routine Executive Dashboards to highlight current state for Service Desk and End User Support teams.
- Build amazing professional relationships with key internal stakeholders. Become an extension of their teams.
- Completely OWN your domain! Independently resolve critical technical issues promptly, perform root cause analysis, document all issues, and implement steps for future mitigation.
- Communicate, Communicate, Communicate. Up, Down and Out.
Minimum Qualifications
- Education: Bachelors degree or equivalent combination of education and/or experience required.
- Experience:
- Prior experience within an Enterprise IT team supporting 500+ employees.
- 5-7+ years of combined technology experience including a minimum of 2 years in a leadership capacity.
- Proven track record of building amazing teams of Service Delivery professionals.
- Customer Service skills which are 2nd to NONE.
- Strong background in a multi-vendor, multi-platform environment (Windows, Mac, Linux).
- Knowledge and experience with industry standard Desktop Management solutions.
Nice to Have:
Special consideration given to candidates with the following skills or experience:
- Hands-on experience with SaaS automation platforms like BetterCloud or Workato
- Hands-on experience with Jira and Confluence administration and configuration
- Knowledge of SAML configuration practices (Okta is a plus)
Limited and occasional travel required. Participation in on-call rotation is also required.
#LI-Hybrid
We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. Wed love to hear from you and we want you to apply!
EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our companys integrity.
Our US benefits package is listed here - additional benefits packages available upon request
