Service Desk Lead

Founded in 2018, CreateMe is a world leader in customization and on-demand apparel technology. Our solution spans software front-end to automated manufacturing delivery at speed and at scale. CreateMe empowers brands to eliminate waste, maximize margins and create limitless means of self-expression for every consumer.

We're based in New York City with a global footprint that extends to London, Hong Kong, Tokyo, Seoul, Sydney and beyond. It includes customization services worldwide, a manufacturing R&D lab in San Francisco, and a specialized R&D team in Portland.

**About the Role**:
As a Service Desk Lead at CreateMe you will be working with business stakeholders and product team to prioritize supporting the technology needs of the business, leading the IT service response and continuous improvement efforts across the organization.

**Responsibilities**:

- Manage a small team of service desk analysts through preset Service Level Agreements
- Provide analysis of tickets to identify and take action on opportunities for continuous improvement (IT Process, Automation, etc.)
- Provide T2/T3 level support to Service Desk Analyst as needed. Supporting end users as needed via remote support tools or through video chat support (Zoom, Slack, Remote Desktop, etc.). Support business needs by escalating to vendor support when needed
- Support procurement and deployment of CreateMe-owned hardware to end-users. Ensure policies are in place to keep computers patched and up to date
- Deliver IT Onboarding presentation to new users via predetermined schedule
- Serve as point of contact for high severity issues/outages/downtime as necessary
- Provide white-glove level support to the Executive Leadership team as requested
- Create and update documentation for end user support
- Support CreateMe People team with timely onboarding and offboarding of users from various software platforms as needed. May be asked to support IT onboarding presentations

**Required Skills/Abilities**:

- Prior leadership experience of an IT support team
- Experience providing elevated support to C-Suite teams
- Technical expertise with SaaS solutions including, but not limited to Google Workspace, Slack, Zoom, Miro, Figma, Notion, LucidChart, etc.
- Experience provisioning/deprovisioning users through Single Sign On platforms (Rippling, Okta, Jumpcloud for example)
- Experience procuring and deploying hardware with Apple Business Manager
- Understanding of SAML configurations for Single Sign-On
- Experience creating and deploying scripts via PowerShell and Terminal
- Prior experience managing IT assets through an IT asset management lifecycle

**Additional Skills/Abilities (Nice to Haves)**:

- Experience managing/configuring RMM/PSA tools (Datto, NinjaOne, N-Able)
- Understanding of service management processes (ITIL v3 or v4)
- Experience managing SaaS agreements (renewals, pricing, QBR, etc.)
- Apple and/or Windows certifications are strongly preferred
- Prior admin experience with Google Workspace, Slack, and Zoom
- Prior admin experience with Rippling strongly preferred

**Working at CreateMe**:

- Be rewarded for your innovation through our Inventor Award and Recognition program
- Stay healthy and happy through our comprehensive medical, dental and vision insurance
- Be a part of a community and take part in our lunch'n learns and team outings
- Learn and grow through formal and informal learning opportunities
- Enjoy working for a global company based in the US
- At CreateMe Technologies, we value diversity and treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status._