Help Desk Manager
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Job Location:
Draper, UT - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Innovate with purpose
At BILL we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations. And we dont stop there: were creating the future of financial automation so businesses can spend more time on what matters.
Working here means you become part of a vision-driven team thats ready to tackle challenges and build cutting-edge solutions. We value purpose drive and curiosityand we thrive in a fast-paced ever-changing environment. Whether in one of our offices in San Jose CA Draper UT or working remotely BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
BILL builds high performing teams and we seek to hire the best talent for every role. Were committed to building a workplace that fosters inclusion and diverse perspectives valuing each persons unique skills and experiences. Wed love to hear from youyou might be just what were looking for whether in this role or another.
Lets give businesses more time for what matters.
Make your impact within a rapidly growing Fintech Company
Join BILL as a Help Desk Manager and empower employees at all levels by leading IT support that enhances and streamlines our ways of working and collaboration. Youll design and implement customer-centric support systems drive data-driven process innovation and develop a team of specialists who provide reliable empathetic and high-quality technology assistance across the business.
Youll champion operational excellence by monitoring and evolving support systems using analytics to proactively address recurring challenges and owning onboarding and ongoing capability-building for the this cross-functional role youll work closely with IT business and company leaders aligning support initiatives with organizational goals anticipating technology needs and ensuring our service delivery meetsand setsindustry standards for a fintech of BILLs caliber. Youll help shape a culture that values curiosity diversity and accountability ensuring our Help Desk evolves alongside BILLs rapid growth and dynamic challenges.
Responsibilities:
- Lead and mentor the Help Desk team creating a culture of accountability growth and customer focus
- Oversee daily operational support ensuring prompt high-quality ticket resolution workload balance and SLAs are consistently met or exceeded
- Analyze and act on support data and customer feedback to drive process enhancements and proactively address systemic issues
- Develop track and report on key performance metrics to optimize team effectiveness and service delivery
- Collaborate cross-functionally with IT Infosec Engineering and business units to align Help Desk operations with company priorities and advance IT best practices
- Champion inclusive leadership and equitable practices building trust and fostering an environment where all team members contribute and thrive
- Partner on new tools SaaS applications rollouts and change management ensuring the team adapts to evolving fintech workflow
Wed love to chat if you have:
- Minimum 5-8 years of Help Desk experience with 1-3 years in a leadership or management position
- Demonstrated experience managing technical support/help desk teams in a fast-paced high-growth or SaaS environment
- Proven ability to develop team objectives execute on key metrics and drive continuous service improvement
- Data-driven problem-solving skills and a track record of using analytics for operational decision-making
- Experience supporting a range of desktop network and SaaS/cloud applications with exposure to platforms such as Okta Google Workspace Slack JIRA Confluence Salesforce or Zoom
- Experience balancing priorities and managing support operations at scale including cross-functional collaboration and change management
- Strong communication and coaching skills with the ability to create inclusive motivating team dynamics
Desired Qualifications:
- Experience delivering and scaling onboarding/capability-building or training programs
- Familiarity with ITIL or similar service management frameworks and awareness of fintech or regulated industry requirements
The estimated base salary range for this role is noted below for our office location in Draper UT. Additionally this role is eligible to participate in BILLs bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience expertise and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical dental vision life and disability insurance 401(k) retirement plan flexible spending & health savings account paid holidays paid time off and other company benefits.
Whats in it for you
Redefining how businesses automate their work is a fast-paced exciting and fun environment. But we also have benefits and perks to ensure the magic isnt only experienced by our customers but by our employees as well.
Here is a preview of some of the amazing benefits here at BILL:
- 100% paid employee health dental and vision plans (choose HMO PPO or HDHP)
- HSA & FSA accounts
- Life Insurance Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11 Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
- And much more
Dont believe us Check out our culture benefits and teams on our career site LinkedIn Life or YouTube pages.
BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories perspectives and experiences of our team members. We welcome people of all backgrounds abilities and identities to bring their authentic selves and contribute to our culture.
We are committed to a transparent inclusive hiring process that reflects our values. If you need accommodations at any stage please contact .
Required Experience:
Manager
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
BILLIONAIRES GATE IS THE WORLD’S LEADING AND MOST POWERFUL LUXURY CONCIERGE SERVICE. WE FOCUS ON ONLY LUXURY LIFESTYLE MANAGEMENT AND DEAL WITH ONLY THE VERY BEST, PERSONALLY HAND SELECTED SERVICES AND PRODUCTS IN EACH FIELD.
