Service Desk Manager

We offer a flexible working policy that supports the health and well-being of our iManage employees. As an organization, we value collaborating and learning from our peers in person, while providing the necessary flexibility for our employees to have a meaningful work-life balance. Please reach out to learn more.

Being a Service Desk Manager at iManage Means…

You will join a world-class software organization as the leader of a high performing team of Service Desk Professionals.  Our iManage IT team, with locations in Bangalore, Belfast, Chicago, Sunnyvale and the UK, provides both Infrastructure Support as well as technical application development and support to our Internal and External customers.  As the Managerof our Service Desk, you will have the opportunity to help us grow our team, as well as execute many IT functions.

Our team’s mission is to ensure the successful operation of Information Technology; maintaining security, enabling efficiencies, and supporting the internal staff with the tools required to develop, sell and support iManage products.  You will demonstrate exemplary professionalism and will draw upon your problem solving, critical thinking and technical skills to analyze, deploy and resolve IT related objectives and opportunities, develop best practice methods, and ensure success with a global IT team.  You will report to the Head of Information Technology.

iM Responsible For…

• Overseeing end user specific operations (e.g. Service Desk and End User Systems) and evaluate them per established goals.
• Devising and establishing IT Policies and systems to support the implementation of strategies set up by upper management.
• Analyzing the business requirements of all departments to determine their technology needs.
• Purchasing efficient and cost-effective technological equipment and software.
• Inspecting the use of technological equipment and software to ensure functionality and efficiency.
• Identifying the need for upgrades, configurations or new systems and report to upper management.
• Coordinating and overseeing admins, technicians and provide guidance.
• Working with IT leadership to create roadmap to ensure sustainability of end user systems and applications meet business goals.
• Assisting in building relationships with vendors and creating cost-efficient contracts.
• Leading Service Desk efforts to ensure that the incidents and requests are prioritized and resolved accordingly.
• Occasionally travelling to iManage offices globally to support initiatives.

iM Qualified Because I Have…

• A Bachelor’s degree in computer science or information technology related major required with 6+ years’ experience.
• Practical experience leading a team across a global organization.
• Well-developed problem solving and critical thinking skills, with the ability to think creatively in a fast-paced environment.
• Strong verbal, written, and interpersonal communication skills with the ability to communicate technical information effectively.
• An ability to work effectively in a team environment with a demonstrated ability to build and maintain positive relationships and team objectives.
• Advanced knowledge of the Microsoft Windows Operating System, Windows networking, and Windows Server administration, configuration, and management including WAN / LAN / Wi-Fi / Switches / Security Devices and Firewall technologies.
• Extensive knowledge of VMWare technologies including support for multiple site replication.
• Senior level O365 expertise including ADFS & AzureAD.
• Prior experience as an IT Supervisor / Manager / Lead with regional support staff.
• Knowledge of Networking Protocols / Security Systems.
• Experience in analysis, implementation and evaluation of IT systems and their specifications.

Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!

iM Getting To…

• Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture.
• Have flexible work hours that allow me to balance my ‘me time’ with my work commitments.
• Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events.
• Focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols.
• Own my career path with our internal development framework. Ask us more about this!
• Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning.
• Join an innovative, industry leading SaaS company that is continuing to grow & scale!

iManage Is Supporting Me By...

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
• Rewarding me with an annual performance-based bonus.
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
• Giving access to HealthJoy, a healthcare concierge service, to help me maximize my health benefits.
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
• Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more.

About iManage…

iManage is dedicated to Making Knowledge WorkTM.  Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside their business content and communications. 

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.

So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in everything we do.

Whoever you are, whatever you do, however you work. Make it mean something at iManage.

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Learn more at: www.imanage.com

Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/

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