Okta Looking for IT Support Manager, Service desk at Bengaluru, Karnataka, India Full Time

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box – we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

In this critical role of Support and Service Manager, you will have the unique opportunity to build and lead a brand new business technology service desk support team. Your primary focus will be on delivering excellent support while also overseeing operational processes that enhance the overall business and employee experience. You bring a wealth of experience in leading teams to provide best-in-class remote support, regardless of the timezone.

One of your key strengths lies in your ability to establish and implement processes and standards that align with the business needs and continuously improve the support experience. By leveraging your expertise, you will shape a team that not only meets but exceeds expectations, setting new benchmarks in support quality and efficiency.

You will serve as a primary internal and external spokesperson for our Business Technology organization, addressing significant matters related to policies, programs, capabilities, and long-term goals. Your role as a collaborative leader will involve working closely with key team members to develop and implement effective and scalable solutions.

You will be a strong advocate for our employees, taking the time to understand their technology challenges and championing change within our technology teams. By fostering a deep understanding of their needs, you will drive initiatives that streamline processes, remove barriers, and create an environment where everyone can perform their best work.

Join us on this transformative journey, where you will have the opportunity to build a team, shape the support landscape, and drive positive change that empowers our employees and elevates their technology experience.

Job Duties and Responsibilities:

• Inspire, grow, and develop talent while providing vision and setting direction for the team; manage effectively through outcomes rather than tasks.
• Collaborate well with partner teams to achieve shared objectives, provide strategic insight, and lead continuous improvement efforts in customer service and operations.
• Drive results by tracking key operational metrics, identifying process improvement opportunities and delivering on strategic initiatives.
• Prioritize team projects, maximizing productivity and delivering exceptional results through effective resource allocation and strategic decision-making
• Oversee the design and operation of various cloud-based services, systems, and applications.
• Lead hiring and career development for a team of intelligent, ambitious professionals across a variety of technical disciplines.
• Review current major incidents, scheduled outages and business events for the day to assess any adjustments to staffing plans.
• Manage ServiceDesk projects and provide technical leadership to support engineers.
• Act as senior escalation point for multiplatform OS and application support
• Maintain a positive, respectful, team-first attitude and lead by example at all times.
• Shape a positive employee journey through management of onboarding and offboarding processes.
• Communicate timely and appropriate details to staff and leadership, ensuring effective information flow.

Minimum REQUIRED Knowledge, Skills, and Abilities:

• 5+ years proven experience of leading high performing service and delivery teams
• 7+ years experience with Mac and PC technical support in corporate environments
• 7+ years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems
• Experience leading cross-functional technical initiatives
• Ability to easily recognize system deficiencies and to implement efficient and effective solutions to complex technical challenges
• Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management
• Proven record of driving documentation initiatives
• High level of integrity and ability to work discreetly in situations where you may have access to sensitive information
• Additional skills or certifications a plus:
• Okta
• Google Suite
• JAMF
• Workspace One
• Okta
• ServiceNow
• Atlassian Suite
• Google Suite
• Slack
• Salesforce

What you can look forward to as an Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging at Okta

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.