The Manager, Service Desk, is a crucial role within our Technology Operations organization. This individual will be directly responsible for leading the CLEAR Service Desk, which is a 24/7 customer facing team. You will provide necessary direction, coaching, and support for our Service Desk team members; while also seeking to understand our customers' needs and adapting our support processes to meet them. An important aspect of the role is your ability to drive solutions and efficiency within the team. This individual must be a customer-focused, hands on technical leader who thrives in fast-paced, complex environments.
What you'll do:
- Establish and Manage Service Desk SLA’s
- Manage a team of direct reports that is capable of scaling to meet business needs
- Maintain accurate and up to date documentation & runbooks to support our team members
- Participate in the Service Desk queue to provide assistance, build knowledge, and help gain important perspectives on process improvements
- Develop and maintain relationships with Field Engineering to identify opportunities to drive a frictionless support experience
- Research and present new ideas to further enhance our service approach
How you'll measure success:
- Establish & Manage SLA’s for Field Support
- Provide regular reporting and utilize reporting to drive process improvements
- Maintaining accurate and up to date documentation and runbooks
- Reduced resolution time and escalations by driving internal efficiencies
What you're great at:
- Associates degree in a technical field, or equivalent experience.
- 2-3 years experience working within a Service Desk or Support driven role including providing onsite and remote support.
- 1-2 years experience managing a Service Desk team
- Strong communication skills when working with technical and non-technical users
- Providing exceptional service to internal and external customers
- Ability to train and coach others on proper troubleshooting techniques
- Building relationships with key stakeholders and finding opportunities for improvement.
- Strong planning and organizational skills to identify process improvements
How You'll be Rewarded:
At CLEAR we help YOU move forward - because when you’re at your best, we’re at our best. You’ll work with talented team members who are motivated by our mission of making experiences safer and easier. Our hybrid work environment provides flexibility. In our offices, you’ll enjoy benefits like meals and snacks. We invest in your well-being and learning & development with our stipend and reimbursement programs.
We offer holistic total rewards, including comprehensive healthcare plans, family building benefits (fertility and adoption/surrogacy support), flexible time off, free OneMedical memberships for you and your dependents, and a 401(k) retirement plan with employer match.
About CLEAR
Have you ever had that green-light feeling? When you hit every green light and the day just feels like magic. CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 19+ million passionate members and hundreds of partners around the world, CLEAR’s identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, and more seamless experiences - making them all feel like magic.
CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job. Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment.
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