Manager, Service Desk

About Us:

Pacvue is the leading software suite for eCommerce advertising, sales, and intelligence. We help some of the world’s largest brands grow their business on Amazon, Walmart, Instacart, and other marketplaces and work with sellers and agencies of all sizes to help them compete in the constantly changing world of online retail. Our mission is to empower teams to win in the future of eCommerce, and we do it by building first-to-market technology, solving complex problems with our customers, and bringing expertise, collaboration, and innovation to our work every single day.

Why work at Pacvue?

• Be on the cutting edge - Pacvue is transforming the way brands and sellers win online. Our product uses machine learning, artificial intelligence, and data to make intelligent decisions and recommendations.
• Have fun – we have an energetic and passionate team with a joint mission to win and help our brands and sellers succeed.
• Learn – from the best!  Our team is full of talented people who want to help you learn, grow – providing you with mentorship, the industry’s best practices and thought leadership.
• Grow fast – the eCommerce industry has grown fast in the past 2-3 years. Pacvue has grown even faster than most high-tech companies in the market.
  
  

About the role:

About the Role: Pacvue is seeking a highly skilled and motivated Service Desk Manager to lead our IT Service Desk / Help Desk team. This role will report to the Corporate IT Director and will be responsible for overseeing the daily operations of the IT Service Desk, ensuring efficient resolution of IT-related issues, and maintaining a high standard of IT service delivery across all Pacvue brands. The Service Desk Manager will play a key role in developing processes, managing Service Desk related projects, implementing best practices, managing team performance, and supporting an enterprise-wide IT strategy.

Responsibilities:

• Lead, mentor, and develop the IT Service Desk team, providing guidance and support to ensure high-quality service.
• Oversee the Service Desk ticketing systems, ensuring prompt triage and resolution of IT application and hardware issues, ensuring adherence to SLAs and KPIs.
• Establish and refine IT processes, workflows, and documentation to improve efficiency and effectiveness.
• Act as the escalation point for complex IT issues and coordinate with higher-tier support teams when necessary.
• Manage and support enterprise applications across Pacvue brands, including Okta, Slack, M365, Atlassian Suite, GitHub, and others.
• Partner with the Corporate IT Director to develop and maintain IT policies, procedures, and best practices to support security, compliance, and operational excellence.
• Monitor team performance, generate reports, and implement improvements based on metrics and feedback.
• Ensure continuous training and upskilling of the IT Help Desk team.
  
  

Required Skills & Qualifications:

• 5+ years of IT support experience, with at least 2+ years in a managerial or leadership role.
• Strong knowledge of hosted application support, including Okta, M365, Atlassian Jira/Confluence, Slack, Zoom, and MDM solutions (Intune, Kandji).
• Experience supporting MacOS & Windows 10/11, including OS installation, configuration, and patching.
• Proven ability to lead and manage a team in a remote environment, with strong interpersonal and communication skills.
• Ability to analyze data, generate reports, and make informed decisions to improve IT service delivery.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Strong problem-solving skills with a proactive and customer-focused mindset.
• Experience working in a 24/7 environment and supporting global teams.
• Shift work may be required, with prioritization of US working hours.
  
  

Preferred Skills & Qualifications:

• Jira Service Management experience.
• ITIL certification or similar IT service management experience.
• Experience implementing and optimizing help desk ticketing systems.
• Previous experience in a startup environment.
• Familiarity with cybersecurity best practices and compliance requirements.
  
  

Salary and Benefits:

• Competitive salary of $1250 USD per month with potential annual performance based increases
• Work From Home
• Annual contractor bonuses every December and a comprehensive benefits package include HMO for the contractor and immediate family (spouse and children) after three months
• Sick leave and paid time off after three months
• Maternity/Paternity leave (applicable after six months)
• Internal training
• Opportunities for personal and professional growth within a supportive team environment.
  
  

Pacvue is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.