Global Help Desk Manager (Waltham, MA) - Markforged

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https://boards.greenhouse.io/markforged/jobs/4429282004

Jamf, Google / BetterCloud, JumpCloud, Jira, Slack, Zoom

Markforged is reinventing manufacturing with the most affordable 3D metal and carbon fiber printers capable of producing parts strong enough for the factory floor. Engineers, designers, and manufacturing professionals all over the world rely on Markforged metal and composite printers for tooling, fixtures, functional prototyping, and high-value end-use production and optimizing their manufacturing and supply chains. Founded in 2013 and based in Watertown, MA, Markforged has about 250 employees globally, with $137 million in both strategic and venture capital. Markforged’s vision is a world in which you build anything you imagine. Markforged was recently recognized by Forbes in the Next Billion-Dollar Startups list and listed as the fastest-growing 3D printing company in the US in the 2019 Deloitte Fast 500. To learn more about Markforged, please visit https://markforged.com.

Markforged is looking for a Help Desk Manager to join our Technology Operations team. The goal of the Technology Operations team is to provide integrated technologies and quality services to enhance productivity, safeguard information, and scale in a cost‐effective manner. We do this by listening to the needs of employees and maximizing the potential of the tools we offer. You will report to the Director of Technology Operations and will support all aspects of Markforged.

As Markforged’s Help Desk Manager, you will be a strong and independent team member that is passionate about solving big problems with simple solutions, driving perfection, and building a great company. You have demonstrable experience in building scalable IT infrastructure while maintaining a high level of technology support. You are a creative thinker, problem solver, and learner. In this role, you will have a superb opportunity to implement and maintain highly effective, reliable, secure, and innovative technologies.

What will you own?

• Manage a team of technicians responsible for creating an environment where your team can do their best work. You are responsible for hiring, performance coaching, developing, and training your team. 
• Manage the day-to-day operations of the Help Desk team, which assists users in solving problems including but not limited to hardware, software, networks, and peripherals.
• Work hands-on with the Help Desk team, acting as a point of escalation for customer issues, supporting your team in finding solutions to complex problems.
• Develop and maintain positive relationships with teams across the business.
• Direct and lead by example, ensuring the team follows pre-established Help Desk policies, practices, and procedures.
• Lead service delivery strategy and technical roadmap, ensuring its integration with overall IT and organizational strategic plans.
• Work closely with the IT Projects team to keep project tracking current.
• Vendor management, including procurement, security reviews, renewals, and escalations.
• Lead projects focused on continuously improving IT Services.
• Facilitate escalations as necessary to IT Systems, IT Projects, Software Engineering, and Security.
• Partner with the TechOps Director to ensure consistent service delivery globally.
• Develop and maintain team OKRs.
• Own onboarding new hires, including provisioning of computers, accounts, and peripherals.
• Collaborate with the rest of the Tech Ops team to provide a reliable help model.

Important Note: Although we list out what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great fit, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60%. The point we’re getting at, it doesn’t hurt to take a chance and apply!

What you have: 

• 5+ years of experience supporting IT services, including configuration, patching, and diagnosis of macOS, Windows, Linux, iOS, and Android
• Skilled communicator with a focus on customer service to resolve issues effectively
• Ability to tailor support for all members of the organization
• Problem solver who knows how to effectively utilize resources
• Highly organized and precise, with great attention to detail
• Experience managing enterprise software
• Experience working with endpoint configuration management tools
• Ability to provide concise documentation within a ticketing system
• Experience with office hardware such as printers, video conferencing, and A/V systems
• Ability to work weekend and off-hours on occasion
• Ability and strong desire to work autonomously while achieving results
• Ambitious, flexible attitude in order to prioritize in a rapidly growing startup environment

Why Markforged?

Help us reinvent manufacturing. 

We are reinventing manufacturing so that engineers can build anything they imagine.

We are one team that wins together!

You will be engaging every day with passionate and dedicated individuals in a collaborative environment working towards making best-in-class products.

Perks & Benefits

For all US-based roles, we offer a competitive compensation package and a full suite of benefits, including medical insurance, dental insurance, vision insurance, 401(k), parental leave, commuter benefits, open PTO policy, and more. Our work environment includes casual dress, a fully stocked kitchen, bike storage, free parking, weekly catered lunches, and fitness perks. You will have unlimited access to our 3D printers for professional and personal parts!

Please be aware that the Company requires all employees [who are required to work onsite, whether regularly or sporadically] to be vaccinated for COVID-19. This position will require the successful candidate to show proof of a vaccination. The Company is an equal opportunity employer, and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.

Markforged values the differences among our employees and provides equal employment opportunities to all employees and applicants for employment. These differences include but are not limited to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. This goal emphasizes the development of inclusive work environments that capitalize on each employee’s skills, experience, and unique perspectives as we strive to achieve an unparalleled standard of excellence.

To all recruitment agencies: Markforged does not accept agency resumes. Please do not forward resumes to our jobs alias or Markforged employees. Markforged is not responsible for any fees related to unsolicited resumes.