IT Service Desk Manager, EverCommerce

$85-100k

Salary applicable for candidates based in Denver and most remote locations + Employee Stock Purchase Program

Windows
Okta
JIRA
Mid and Senior level
Remote in US
Denver

More information about location

EverCommerce

Integrated SaaS solutions

Open for applications

EverCommerce

Integrated SaaS solutions

1001+ employees

HealthcareB2BInternal toolsSaaSAPIMedTech

Open for applications

$85-100k

Salary applicable for candidates based in Denver and most remote locations + Employee Stock Purchase Program

Windows
Okta
JIRA
Mid and Senior level
Remote in US
Denver

More information about location

1001+ employees

HealthcareB2BInternal toolsSaaSAPIMedTech

Company mission

To transform commerce for the service economy.

Role

Who you are

  • We are looking for someone who gains great satisfaction from helping others and removing roadblocks to allow them to succeed at their jobs
  • You are the type of person that loves building a well-oiled machine and enjoys being the go-to person who wears a bunch of hats
  • You are excited about solving problems, and are ready to expand your knowledge and creativity in IT
  • You have also paid your dues fighting fires in the trenches, and now you are ready for the opportunity to do things the right way
  • Ability to manage projects & process improvement initiatives
  • Experience with coaching & developing staff
  • Exceptional customer experience
  • Ability to hold themselves accountable and raise the bar for those around them
  • Familiarity with ITIL Foundations and practices
  • 4+ years of experience supporting and/or managing Windows & Mac End User environments
  • Bachelor’s degree in Information Technology or related field, or a combination of certifications and experience that equate to a degree
  • Experience handling support tickets in an IT service desk environment
  • Ability to learn quickly
  • Excellent verbal and written communication
  • Comfortable working at a dynamic company
  • Can use good judgment to solve problems where protocol might not exist
  • Jira Service Management or other ITSM Toolsets
  • Office 365
  • Okta
  • Intune Device Management / Jamf

Desirable

  • Working knowledge of network security, firewall and VPN configuration
  • Experience supporting a software development environment at a SaaS company
  • PCI-DSS and HIPAA auditing experience

What the job involves

  • The EverCommerce Technology team is seeking an IT Service Desk Manager to ensure outstanding support for our employees through supervising the Service Desk activities and IT Administration team
  • Responsible for the Service Desk & all activities associated with the identification, prioritization, and resolution of requests
  • Provide leadership for the Service Desk team to act as a coach and mentor. Help staff prepare and execute development plans
  • Support escalated issues the Service Desk team is not equipped to handle
  • Report on service level targets monthly and create improvement plans where necessary
  • Function as a liaison between business units and other EverCommerce teams as the central point of contact for the Service Desk organization
  • Identify and source hardware and software solutions for corporate users
  • Derive requirements for new IT initiatives, and implement and manage solutions that meet these requirements
  • Manage vendors, including MSPs, cloud service providers, IT equipment suppliers, and software providers

Our take

Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.

The company, which specializes in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.

In 2021, EverCommerce acquired DrChrono and through this both companies are able to share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a beast in its trade having acquired almost 30 companies, multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base

Freddie headshot

Freddie

Company Specialist

Insights

Top investors

Few candidates hear
back within 2 weeks

2% employee growth in 12 months

Company

Funding (last 2 of 5 rounds)

Jan 2020

$20m

GROWTH EQUITY VC

Apr 2017

$12m

SERIES A

Total funding: $36.2m

Company benefits

  • Flexibility to work where/how you want – in-office, remote, or hybrid
  • Robust health and wellness benefits, including an annual wellness stipend
  • Continued investment in your professional development through Udemy
  • 401k with company match
  • Flexible and generous paid time off
  • Employee Stock Purchase Program

Company values

  • We hold each other accountable for treating everyone with respect. Kindness is at the heart of who we are
  • We are united. We win, fail, and grow as a team. We believe teamwork does make the dream work
  • We embrace diversity and inclusion. Inclusivity fuels innovation, enriches experiences, and promotes belonging
  • We are a team of perpetual learners motivated to grow ourselves and the company. We strive to do and be better
  • We welcome new ideas and are energized by transformation that drives innovation, and our collective growth
  • We serve the needs of our customers, focusing on excellence and innovation. When they succeed, we succeed
  • We empower our team to do their work in the environment that is best suited for their role and enables company success

Company HQ

River North Art District, Denver, CO

Leadership

Matthew Feierstein

(President & COO)

Former President at PaySimple. They were also the COO at Pronto.

They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.

Co-founded I-Behavior, Conclave Group LLC and PaySimple.

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