Job Description

POSITION SUMMARY This is a key role with the primary responsibility of managing a service desk team located in Irvine, CA and India. The ideal candidate will have a technical background, experience providing end user support for 700+ global employees, strong project management and reporting skillsets.

REQUIRED QUALIFICATIONS

· Minimum 3-5 years IT experience

. Have worked in a software company

· Ability to establish and maintain effective working relationships across the company

· Ability to maintain a work pace appropriate to the workload

· Must demonstrate customer service skills appropriate to the job

· Ability to discover and define technical requirements and their relationship to functional requirements and to determine the adequacy of documented requirements for architecture definition

· Broad knowledge of infrastructure technology, including server hardware, operating systems, networking, storage, virtualization, automation and cloud architecture

· Must possess the skill, knowledge and ability essential to the successful performance of assigned duties

· Ability to communicate and work seamlessly in a global team.

· Working knowledge of Microsoft Azure and/or AWS

· Expert knowledge of Wyse Management Suite

· Expert knowledge of O365

· Scripting in PowerShell, Bash or Python

· SSO Implementation via Azure AD, Okta or Equivalent

· BA/BS with a technical degree preferred

· Working knowledge of EDR products such as CrowdStrike

· Positive, tenacious attitude while delivering on complex and challenging projects.

· Strong project management skills, proven ability to design and communicate clear processes, and a detail-oriented yet flexible approach to problem solving.

ROLES & RESPONSIBILITIES

• Management of Atlassian Jira Service Desk or equivalent
• Negotiate customer service standards and service level agreements to ensure the delivery of timely and efficient customer service
• Monitor and analyze the performance of Service Desk activities and documented resolutions, identify problem areas, and deliver solutions to enhance the quality of service and to prevent future problems
• Follows up with key stake holders to identify areas for improvement
• Provides guidance, support, and coaching to service desk leads and staff
• Monitors and reports on relevant service desk metrics and service levels
• Responsible for meeting regularly with business leaders to solicit feedback on service quality improvement opportunities and implement improvements appropriately.
• Responsible for developing and implementing SOP’s within the Service Desk's functions.
• Manage global PC lifecycle management and mobile device programs
• Manage Dell Wyse Manage Suite policies, updates and deployments
• Delegate service tickets to the correct corresponding service team
• Control costs and budgets regarding IT systems
• Manage contracts and software licenses with vendors
• Manage desktop support function and develop internal processes to make process of ordering equipment or requesting IT support more efficient.
• Ensuring policy adherence and providing support for both internal and external compliance audits: SOC2 compliance.
• Create and maintain a support process that can scale globally in the US & India
• Create and Manage IT Service Catalog
• Implement and manage MDM solutions
• Implement and manage inventory management system

Company Description

SurePrep has become one of the fastest growing software companies in Orange County. Our software solutions such as 1040SCAN, SPbinder and TaxCaddy plus onshore and offshore tax preparation outsource services allow accounting firms to increase productivity and profitability while promoting a completely digital tax workflow. SurePrep provides the most automated solutions available to streamline the entire 1040 process for both the CPA and taxpayer. We seek out the brightest candidates capable of tackling the ever-evolving tech industry while maintaining a reputation that has lasted over 20 years. Our employees make SurePrep LLC. Our company culture and competitive compensations are a few reasons why we attract and maintain top talent.