PREFERRED QUALIFICATIONS

• ITIL Foundation certification or higher.
• Experience supporting a globally distributed workforce in a follow-the-sun support model.
• Familiarity with remote support tools and methodologies.

ABOUT US

NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 30,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.

ABOUT THE ROLE

The Service Desk Manager will lead the global IT Service Desk function, overseeing a team of technicians and administrators who support end-users across the organization. This role is critical in driving a high-performance culture, ensuring service excellence, and maintaining operational efficiency. The ideal candidate will demonstrate strong technical aptitude, exceptional team leadership capabilities, and expert-level stakeholder management, especially in engaging and setting expectations with senior executives. As the escalation point for complex technical issues and service delivery concerns, the Service Desk Manager will ensure consistent adherence to service level objectives (SLOs), provide guidance on process improvements, and help foster a seamless, responsive IT support experience. The individual will also be a key collaborator with other IT leaders, influencing service strategy and execution globally.
Location - Hybrid in Austin, TX