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Photo of Sasaki

emoji of a pushpinDenver, COemoji of a money bag75-80kemoji of a clockMon Jul 11 2022
emoji of a woman of coloremoji of a man10 people in techemoji of a woman of coloremoji of a woman 3 women in techemoji of a woman of coloremoji of a person of color 2 people of color in tech

Better design, together.

JOB DESCRIPTION

Sasaki is an international design firm headquartered in Boston. We are a growing IT team looking for a talented individual to join the firm’s new office in Denver. We are seeking a hands on Service Desk Manager to oversee a small team in providing exemplary technical support to our designers. 

Sasaki is a 300-person, world-class planning and design firm with a dynamic creative culture and a reputation and body of work that spans sixty-five years. Our IT team and infrastructure are as dynamic as our design work. We look for teammates who are excited to engage fully from the get-go. The most successful candidates understand how to deliver a high level of customer service with empathy, flexibility, attention to detail, organization and time management skills. 

If you think you can add something special to our team, we would love to hear from you.

Service Desk Manager Responsibilities:

  • Managing and supporting a team of service desk technicians and consultants
  • Training, supporting and leading the firm's service desk team
  • Monitoring our service desk system and serve as a point of contact for colleagues seeking technical assistance both in-person and remote 
  • Troubleshooting and resolving technical issues
  • Implementing and maintaining user-friendly documentation
  • Managing escalations and ensuring any issues are resolved in a timely manner
  • Monitoring team performance and developing metrics and feedback reports for management
  • Ensuring service level agreements and continuous improvements
  • Making recommendations to improve operational efficiency

Job Requirements:

  • Bachelor's degree in computer science, information technology, or a related field.
  • At least two years of experience as a Service Desk Manager or in a technical support role.
  • ITIL certification preferred
  • Strong technical background
  • Excellent analytical and troubleshooting skills.
  • Ability to work under pressure
  • Excellent leadership and people management skills
  • Experience with virtual desktops environments, software deployments, and both remote and in-person support strongly preferred
  • Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
  • Demonstrated written and oral communication skills and an ability to communicate with employees at all levels of the organization
  • Interested in contributing to a team-oriented, collaborative and innovative environment

INTERVIEW PROCESS

Initial Zoom interview with members of IT team, follow-up with bigger group.

DIVERSITY, EQUITY AND INCLUSION

Our mix of diverse vantage points is essential to Sasaki’s ability connect with clients and communities around the world. We work to ensure that a variety of constituents are active participants in the design process. Our design teams listen, engage, and reflect the distinct priorities of the communities, institutions, governments, and private companies with whom we work. Sasaki is a culturally diverse design firm that powers its mission in the world through the collective work of our employees. We offer opportunity and reward achievement regardless of an individual’s gender identity, sexual orientation, race, age, religion, ethnicity, country of origin, social class, or disability. We give people with different backgrounds, skills, and perspectives a voice at the table to enable design outcomes that best address the complex needs of the clients and communities we serve.

Apply Now
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