Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market.

We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you’ve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.

Our Wish Information Technology Services (WITS) team is looking for an IT Service Desk Manager to oversee the entire Service Desk staff and ensure a consistent and efficient end-user experience. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of personnel changes (employee onboarding and offboarding) and being first-line support for technical requests. The IT Service Desk Manager will also contribute to escalated problem resolution by giving hands-on support to end users when necessary.

Primary Responsibilities

• Manage a team of support engineers who provide frontline support to 1000+ employees

• Collaborate with peer IT teams and help to continuously improve end user productivity

• Analyze incoming tickets, oversee team queues, and ensure service is meeting internal SLAs

• Develop, measure, and report trends to ensure the team is operating at a high level and meeting or exceeding goals

• Manage end user device operations: laptops, desktops, mobile devices, conference rooms/AV

• Research and drive technologies to continuously improve the Service Desk

• Continually seek opportunities to increase customer satisfaction and strengthen client relationships at all levels of the organization

• Interface with Sr. Management on business requirements/goals and translate them into technical specifications with solution proposals

• Plan and establish priorities and manage resource allocation

• Encourage the growth and professional development of service desk staff

• Act as escalation point for complex and urgent issues

• Manage Operational budget and related purchasing tasks of hardware and software.

• Lead content development and curation of the IT knowledge base

• College diploma or university degree in the field of Computer Science, Information Technology, and/or 5+ years equivalent work experience.

• 2+ years of supervisory experience with a strong customer service background preferred

• Solid relationship management and performance management skills.

• Ability to motivate and direct staff members and subordinates.

• Detail oriented and with excellent verbal and written communication skills

• Focus on time management and organization skills while multitasking

• Ability to demonstrate consistent follow-through on assigned tasks and projects

• A desire to interact with end-users on a daily basis as the frontline of the IT department

• Able to lift 50 lbs

Preferred Qualifications

• Expert at troubleshooting hardware and software issues on Windows, Mac, and Linux.

• Knowledge in networking (LAN and VPN) and systems (Windows Server and UEM) administration.

• Experience with managing users in Google Workspace, Okta, and Active Directory.

• Familiarity with the advanced principles of ITIL.

• Proven track record of developing and providing SLAs and Service Desk deliverables.

• Demonstrated progressive experience in the management of a technical support team. 

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

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