Senior Manager, Global IT Solutions

We’re actively looking for amazing people like you to join our team!

The Senior Manager, Global IT Solutions is responsible for leading global support for internal Nextiva employees. As a key member of the infrastructure management team, this leader is responsible for driving key initiatives, leading, and training helpdesk technicians, and providing high-level support to internal users and stakeholder, including key executives within the company.

Key Responsibilities:

• Manage the support staff and provide coaching, guidance, and direction to team members globally
• Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents
• Interacts with internal customers, functional peer groups, vendors, and management. Communicates effectively with technical and non-technically literate audiences; understands audience frame of reference and uses appropriate methods. Interacts with all enterprises, typically up to the VP level
• Understands and effectively communicates corporate and organizational information and context. Gains individual and team buy-in and support of corporate and organizational values and initiatives
• Determine root cause of issues and communicate appropriately to internal and external customers
• Point of Escalation for team and hands-on resolution as required • Provide accurate reports and metrics on team performance on regular cadence
• Create and utilize KPIs to measure, monitor, and ensure the team's ability to meet or exceed Service Level Agreements (SLA)
• Planning and Budgeting for fiscal year department expenditures

Qualifications:

• Bachelor’s Degree in Computer Science or equivalent, or equivalent work experience
• At least 5 years experience leading a helpdesk/IT Solutions function in a large corporate environment
• Strong team leadership experience. Able to provide coaching and guidance to team members to enhance their technical and interpersonal abilities
• At least 5 years experience managing Office 365 in an OKTA federated user environment. Microsoft Intune experience is also a plus
• At least 5 years experience in the following managing large Microsoft Windows and Apple MacOS environments
• Implementation and administration of MDM solutions such as Kace and Jamf
• In-depth knowledge of OKTA, including administration, federation, and application integration
• In-depth technical knowledge of VOIP Phone Systems and Call Center Environments
• Knowledge of Enterprise Networking, IP Addressing, DHCP, DNS, Cabling, Wireless

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  They are a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Compensation, Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.

Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations! 🚀

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit 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. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

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