Location: San Francisco, California, United States
Okta IT is looking for an IT Service Desk Lead to provide support to our internal users and be an internal escalation resource for the IT Team. The ideal candidate will be considered Okta IT’s point of escalation support and will be expected to solve escalated tier 2 - 3 issues and provide support on selected projects. The IT Team Lead will own and manage internal IT administrative tools, maintain department documentation, enforce our policies & procedures and the proper use of our internal systems. The candidate will work with the Sr. IT Service Desk Manager on department and organization wide projects to help further the development of Okta’s products and features.
A successful IT Team Lead must have a thorough knowledge of Okta as well as all common internet applications, hardware, cell phones, networks and operating systems. The ideal candidate will also have great attention to detail and will be comfortable working in a fast paced, interrupt driven environment.
Our goal is to make sure that the Organization is provided with fantastic customer service and that they have everything they need to be successful.
Job Duties and Responsibilities:
Acts as a first point of contact for the Tier 1 team, after Tier 2 escalations
Approves specific restricted groups and/or permissions
Assists in managing the Service Desk team schedule
Assures focus on all projects and escalates as needed
Coordinates inventory audits, assures accuracy & escalates purchasing as necessary for all locations
Customer driven, focused & follow up - first!
Defines/refines the Onboarding/Offboarding process/procedures w/ the Sr. IT Service Desk Manager
Document owner for the IT Service Desk
Familiar with Okta administration & management
Liaison with other SME’s from other departments that impact technology or customer service
Manages daily workload of ServiceNow IT tickets, including VIP escalations
Report on metrics & key technical issues with the Sr. IT Service Desk Manager
Responsible for solving our more complex Tier 3 issues, escalating as necessary
Participates in the construction of the IT Service Desk team reviews
SME in at least one platform; ServiceNow, Jira/Confluence, Box or 0365
Takes lead role in organizing, monitoring and training all new Service Desk staff
Technical contributor in a variety of discipline's
5 - 7 years' experience on the IT Help/Service Desk, now operating in a Tier 3 capacity
1 – 2 years' experience leading projects and/or individualism a comparable leadership role
Understanding and usage of SLA’s, KPI’s and/or ITIL certified
Certified in any of these;
Apple MSE, Atlassian Stack, Box, JAMF, or Okta
Okta is an Equal Opportunity Employer.
Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to both secure and manage their extended enterprise, and transform their customers’ experiences. With over 5,500 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely adopt the technologies they need to fulfill their missions. Over 5,150 organizations, including 20th Century Fox, JetBlue, Nordstrom, Slack, Teach for America and Twilio trust Okta to securely connect their people and technology.
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