The opportunity

At Kin + Carta, we’ve got opportunities to offer you — for growth, for leadership, for big, world-changing impact and for, dare we say it, fun. We are a global workforce that is committed to building a world that works better for everyone. And that starts with our Kin. That’s why we’re proud of:

• The life we create within our virtual walls, every day
• Our B Corp certification
• Our ranking in Consulting Magazine's 2022 “Best Large Firms to Work For”
• The work we’ve done with some of the world’s most innovative companies

The role

The ideal IT Service Desk Manager for Kin + Carta is innovative, passionate about technology and leading teams. This person looks to continually learn, and enjoys sharing expertise. Strong verbal and written communication are a must.

Role responsibilities

• Leading, motivating, coaching and mentoring a team of engineers to provide a 5 star customer experience
• Being accountable for KPIs associated to your region, including service reporting on those metrics
• Ensuring incidents and requests are resolved to SLA
• Owning Incident, Change and Problem Management processes within the global team
• Managing team schedules to ensure sufficient Service Desk coverage during working hours
• Identifying and acting on opportunities to improve systems and processes
• Supporting region-specific processes such as onboarding and offboarding of new hires to our software and systems, ensuring that they run smoothly and efficiently
• Collaborating with Digital Operations leadership team, helping to establish and prioritize strategic initiatives
• Helping to mature global IT processes, standards and ways of working through continual service improvement
• Ensuring compliance with Information Security policies and procedures
• Ensuring data stewardship of our CMDB
• Onboarding and training new members of the team
• Collaborating with regional finance team to ensure software and hardware spending is approved / in budget
• Leading regional stand-ups / ceremonies
• Managing regional vendor relationships

Minimum qualifications

We want all new hires to succeed in their roles at Kin + Carta. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Minimum Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.

• 3+ years experience leading a Service Desk team
• Demonstrable technical understanding in large macOS and Windows End User Compute ecosystems including associated management systems
• Experience in managing a large portfolio of SaaS tools
• Experience in asset and configuration management
• Evidence of continual service improvement initiatives
• Strong written, oral and interpersonal skills with a demonstrated ability to communicate with internal staff and direct reports
• Have good problem solving skills with the ability to quickly identify trends
• Excellent project management skills and strong ability to prioritize
• Working knowledge with Infosecurity Best Practices such as ISO27001, and/or HITRUST
• Working knowledge with ITIL v4 and COBIT standards

Preferred qualifications

• Experience leading and managing transformational IT projects
• Experience of executing mergers and acquisition projects within the IT environment
• Policy & Procedure Development
• Highly organized and detail-oriented
• Ability to work independently while providing direction and guidance to junior team members
• Demonstrated aptitude for continuous learning and innovative thinking

Compensation

• The salary range for this position is $95K - $105K, based on experience.

About Kin + Carta

Kin + Carta is a global digital transformation consultancy committed to working alongside our clients to build a world that works better #ForEveryone. Our 2,000 curious minds make creative connections between people, data and technology to create connected outcomes across the full lifecycle of the product and platform ecosystems.

We’re makers, builders and creators by nature, and we come to work every day to build experiences for some of the world’s most influential companies. We help businesses accelerate their digital roadmap, rapidly innovate, modernize their systems, enable their teams and optimize for continued growth.

We are a technology business with trust and human connection at its heart. As a Certified B Corp, our triple bottom line focus on people, the planet and profit is at the core of everything we do.

We welcome our Kin to show up as their authentic selves every day. Because this is so important to us, Kin + Carta is proud to be an equal opportunity employer. To read further about our commitment to Inclusion, Diversity, Equity and Awareness, check out the IDEA page on our website.

If you need accommodations at any point in the application or interview process, please let us know.

Your benefits