Nutanix IT Helpdesk Manager in San Jose, California
The IT Helpdesk Manager leads a global team of support personnel who troubleshoot and resolve IT issues, while providing excellent customer service to all internal customers. These team members are located in APAC, EMEA, and North America. The person in this role ensures the help desk staff members are appropriately trained to support any technology in scope and use the required tools and software to identify, document, track and resolve reported issues. They plan, prioritize, and schedule help desk activities to ensure maximum issue resolutions in minimum time, while analyzing and evaluating incident and request tickets on a regular basis to ensure quality and efficiency by the team. IT’s role in new hire orientation will also be led by the IT Help Desk Manager on a weekly basis. This role will also be responsible for building strong relationships with business leadership at each Nutanix location all over world, while driving a positive IT user experience for the entire company.
Requires Associate’s degree or equivalent technical work experience and 3 or more years of technical management experience
Excellent written and verbal communication skills
Proven track record of partnering and building relationships with customers at all levels of the company, including VIPs
Strong knowledge of IT operations, networking architectures/concepts/terminology and helpdesk operation/management technique.
Extensive support experience with Windows (10) and Mac (OSX/Sierra) operating systems
Extensive experience with troubleshooting hardware and software issues on laptops, desktops, mobile devices, and network printers for a corporate environment
Proven history of driving technical innovation, while promoting a healthy team environment
ITIL certifications are a bonus!
Nutanix is an equal opportunity employer.
The Equal Employment Opportunity Policy is to provide fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. Nutanix hires and promotes individuals solely on the basis of their qualifications for the job to be filled.
Nutanix believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.
We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.