IT Help Desk Manager

Information Technology Seattle, Washington


Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:

Trupanion, North America’s fastest-growing pet insurance provider, is looking for a Help Desk Manager to lead our help desk support team. The help desk provides internal support for both on-premises and remote employees. The role is responsible for creating and implementing support processes to include answering inquiries, troubleshooting hardware and software issues, and user-friendly knowledge base documentation. The role requires experience in driving innovation while successfully managing technical resources to support the rapid growth of our company.

Key Responsibilities Include:

  • Be a champion for our customers by establishing good communication chains and ticket analysis to predict customer needs and allow for proactive issue mitigation.
  • Establish efficient Service Level Agreements between all corporate departments to enhance current support capabilities.
  • Coach and empower the technicians on the team by identifying the strengths of each individual, opportunities for growth and creating a career training path through monthly evaluations.
  • Drive big-picture goals and complete milestones while valuing and maintaining strong attention to detail.

 Education, Registration & Certification:

  • Bachelor’s level degree in Computer Science, Engineering, or equivalent work experience

Experience:

  • 5+ years as a proven customer service focused team management
  • 2+ years of technical support experience in a MS Windows environment.
  • Preference for candidates with experience managing a help desk team
  • Hands-on experience with ticket tracking (FreshService, Zendesk, etc.) and remote control (TeamViewer) software.

Skills, Knowledge & Abilities:

  • Customer-service oriented with problem-solving skills.
  • Excellent written and verbal communication skills.
  • Solid technical background with the ability to provide guidance to non-technical resources.
  • Experience with growing a team from the ground up.

Benefits and Perks:

  • Bonus opportunities
  • Full medical, dental and vision benefits at no cost to the employee
  • Four weeks paid time off
  • Five week sabbatical after five years of employment
  • Restricted Stock Units
  • Open, casual, pet-friendly and fun office environment
  • Free dog walking services for office pets during business hours
  • Free medical health insurance for your pet (1 dog or cat)
  • Paid time off to volunteer at nonprofit organizations
  • Free on-site gym

About Trupanion:

We’re all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We’re focused on providing continuous training and support to all team members to encourage long-term happiness and success.

Take a look inside our office and see for yourself:

https://www.facebook.com/Trupanion/videos/10155423763702974/

Trupanion Team DNA:

At Trupanion, we achieve great things together when we are:

  • Caring: We are kind to each other and assume positive intent.
  • Collaborative: We work together to achieve company goals (we not me).
  • Courageous: We are determined, take risks, and make bold moves.
  • Curious: We seek new information to continually better ourselves and our work.
  • Honest: We believe candid communication leads to successful teamwork.
  • Inclusive:  We welcome and value all people and perspectives.
  • Nimble: We readily adapt and evolve in pursuit of progress and innovation.

For more information about Trupanion, visit http://trupanion.com/about

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.