salesforce.com: Manager, IT Global Helpdesk (Contract-to-Hire)

Location: San Francisco, CA 94105 Status: Full Time, Temporary/Contract/Project Job Category: IT/Software Development Description: Salesforce.com has rapidly evolved from a startup founded by four people in a cramped San Francisco apartment in 1999 to a company with more than 2,300 employees, a $700 Million Annual Revenue Run Rate and over 900,000 users worldwide. As a pioneer in on-demand business services, we are transforming the software industry, championing what we call the “democratization” of software—offering small companies the benefits of sophisticated business applications, a luxury previously affordable only for large enterprises. Our customers range in size from tiny companies to global multinational corporations and represent diverse industries. Top talent across the world joins salesforce.com for its “change the world” mentality; the opportunity to excel in a performance-driven, fast-paced, and competitive atmosphere; the chance to be surrounded by peers and leaders that inspire, motivate, and innovate and a corporate philosophy that incorporates community involvement into its fabric. This position reports to the Senior Manger of the IT Global Service Desk. The Manager of the IT Global Helpdesk will be responsible for leading the effective delivery of first level IT response to Salesforce.com corporate users and incidents. The primary objective of the Helpdesk is to rapidly resolve issues and to provision services remotely 24x7. This function is a critical component of IT’s success and our end user productivity. This is the hub of IT Operations and intends to employ some of the brightest and talented people in the organization. It will have a mixture of junior/senior support specialists tasked to resolve 60-80% of all IT requests. Responsibilities: * The Senior of the IT Global Helpdesk will be responsible for managing, evaluating, recruiting, hiring, and developing staff. He/She will interface daily with other IT leaders and the corporate user community to deliver world class IT services. He/She will be directly involved in resolving user escalations and with coordinating the communication of service outages. As a member of the IT leadership team, the Manager of the IT Global Helpdesk is expected to demonstrate an ongoing commitment to SFDC values and to be an example for his/her team. Occasionally, this position will be involved in resolving issues escalated outside of normal business hours and, therefore, will be required to carry a mobile phone or pager. The Manager of the IT Global Helpdesk must be receptive to management direction and coaching to increase his/her individual and team effectiveness. Additional responsibilities include: Provide excellent customer service and diffuse heightened end user sensitivity * Define team goals, lead staff to achieving desired results, and be accountable for team performance * Increase request resolution rates to minimize the amount of escalations and transfers * Lead and actively participate on projects to advance the capabilities of the Global Helpdesk and IT overall * Plan and implement technologies enabling efficient request tracking/routing, collaborative problem solving, user self service, monitoring, alerting, and management reporting * Report team performance metrics periodically and roll-up cross-functional metrics quarterly * Build a global, follow-the-sun or centralized, 24X7 IT Helpdesk * Measure customer feedback regularly from those receiving IT services and present findings to management with continuous improvement recommendations * Implement call accounting and optimize the use of phone trees, ACD, IVR, or hunt groups to improve effectiveness * Execute IT policies with confidence and understanding of both the letter and the spirit of the policy * Manage vendors and partners involved with the delivery of functional responsibilities Required Skills/Experience: This position requires someone who is outgoing, has excellent communications skills, and enjoys working in a team environment. Must have a minimum of 2 years IT operations experience in a management position. Must have at least 8 years experience working in IT. Must have practical IT experience with ticketing and queue management. Successful candidates will have strong experience in troubleshooting and root cause analysis. Must have experience establishing performance thresholds and monitoring systems for failures or degraded performance. Must be current with PC hardware and technology trends. Must have strong research and problem solving abilities. Must be able to leverage the talents of your employees to build high performance teams. Must have excellent communication skills, both verbal and written. Must have a bachelor's degree in Business, Technology, or Engineering. Desired Skills: Prefer someone with knowledge of call accounting, call centers, IVR, CTI, and call routing techniques like ACD, hunt groups, and call trees. Multi-lingual fluency. Scripting and enterprise management. Experience in both large enterprise and mid-sized environments. MIS, MCS, or MBA preferred. Employees at salesforce.com consider their experience as defining points in their careers. If you are ready to become a key contributor and join one of today’s hottest, market-leading companies, then send us your resume/CV and accomplishments today. In return for your efforts, salesforce.com offers a competitive compensation and benefits package, including paid-time-off for volunteering and more. Principals only, no agencies please. At salesforce.com equal talent always means equal opportunity. APPLY ONLINE AT: http://www.salesforce.com/company/careers/locations/a0800000000Ab4aAAC/a017000000BPZL5AAP.jsp