Job Details

Are you looking for limit-less career opportunities? Do you have a growth mindset, and like to take initiative? If yes, then Ntiva is the right place for you! At Ntiva, we have a saying - "We exist to grow each other." Our focus is helping each other, our clients and our families grow both personally and professionally. Sound like something you could get in to? Because as one of the fastest-growing Managed Services Companies in the country, we're looking to fuel our team with powerhouse talent. With strategic locations across the U.S., and still led by our original founder Steven Freidkin, we specialize in in helping organizations solve their complex IT challenges no matter where they are located. Definitely a fast-paced environment where we collectively battle escalating cyber attacks and stay on top of fast changing technologies! Come explore one of our many opportunities!

How you'll make an Impact

Service Desk Manager responsible for coaching, mentoring, and supervising a team of Service Desk technicians (Intern team, Tier I - Email team, Tier I Call team, Tier II team, Tier III team) within a Service Desk department.

Summary of Location and Hours

• 100% Remote

What you will be doing

• Oversee the Apple Service Desk Team
• Monitor the ticket queue and flow for the assigned team of technicians.
• Assist technicians with incident resolution coaching.
• Provide policy, process and procedure assistance to technicians.
• Route incidents to the next level of technicians.
• Update client documentation.
• Identify and communicate infrastructure and security concerns from escalated tickets.
• Identify technical and soft skill gaps in team and work with management to address.
• Provide feedback to management that will assist in refining process and increasing efficiency.

You'll be successful in this role if you have

• 5+ years of IT experience,
• Bachelor's Degree in Computer Science/Information Technology, Business, or related field
• IT Project Management experience preferred
• Management experience working in a cross-functional team

Bonus points for

• ITILv4 Certification

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution - Employee and Company contribute after 90 days - no vesting period!
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Paid Time Off (PTO) + 2 Floating Holidays
• Bonus plans
• Tuition Reimbursement Program
• Employee Assistance Program
• Generous Employee Referral Program - the more you refer the more you earn!
• Dynamic Recognition and Rewards
• Work with Industry-Leading Talent
• Clear Promotion and Advancement Tracks

At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.