Senior Manager, Service Desk at Peloton

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ABOUT THE ROLE

Peloton is looking for an experienced IT Service Support Manager to lead a support team who are responsible for the delivery of an outsourced Service Desk, Level 2 onsite, remote support and Audio Visual support, which includes Meeting/Conference Room AV support locally in NY and across global offices.

This role is a strategic hire and will help deliver and rebrand the onsite and remote customer facing IT service support needs for the team.

YOUR DAILY IMPACT AT PELOTON

Key areas of responsibility for the position of IT Service Support Manager / Head of Service Desk
The service support function receives a high volume of tickets, a combination of incident and service requests. They will manage and implement a continual service improvement plan to overhaul and reengineer the customer experience of using IT systems. This is delivered through a hybrid design of in-house and external partners.
Management of the service support function to ensure it is operated in line with best practice industry standards, that key performance metrics are understood, captured and reported against, and this has continual service improvement embedded into the function.
Security is a high priority and this role is also pivotal to this. IT security is part of the estate and working closely with the security and governance team, they will ensure that our Access Management and end user support processes comply and align to our Security policies and procedures at all times.
The candidate will have previous experience running a service desk and supporting a broad variety of technology areas such as service and cloud infrastructure, SAAS applications, messaging, networks and desktop support. They will have experience leading technology functions with a track record of delivering a high professional standard technology function at a significant organization 4000+ , with experience in professional services beneficial.
Leading and developing teams to deliver to high standards in performance and operational maturity as well as transition to new and emerging technologies is critical in this role. They will manage a global team of individuals as well as several key third-party relationships who are responsible for delivering services as part of the 1st& 2nd Level support function. They will have a solid understanding of commercials and licensing agreements to ensure value for money and service optimization.
Service Management responsibilities include helping define and supporting the Incident Management policy and procedures throughout the team, coordinating and promoting Knowledge Management, and ensuring cost containment for hardware and software managed and distributed through the Service Desk.
Escalation Management is a key responsibility for all Service Desk tickets that have breached SLA or require re-prioritization due to urgent business need

YOU BRING TO PELOTON

Experience in managing, mentoring and coaching support teams both onsite and remote with the ability to motivate and inspire ambition and drive customer management excellence.
Clear understanding and demonstrable experience managing service support ticket queues via ITSM toolsets.
Track record of leading hard-working teams, with examples of staff development and high levels of engagement.
Results orientation: ability to set high goals for self and others, focusing on the delivery of targets, quality, and deadlines.
This role requires flexibility including some evening or weekend work where required to support Change activity as well as visiting office locations as required or requested.
Demonstrable experience managing support related escalations with the ability to prioritize and keep calm under pressure.
ITIL V3 qualified as a minimum and V4 would be advantageous
Demonstrable experience working in an ITIL based support environment
Experienced in being responsible for managing an IT Service Desk and Incident, Problem, Change, CMDB and other ITIL processes
Experience using ITSM tools
Experienced in corporate IT , supporting workplace hardware, e.g. Laptops, Desktops, Multi-Functional Devices, Printers, Scanners, Conference Phones, VC units, Telephony handsets, Mobile phones, etc.
Experienced in supporting Audio Visual and conferencing solutions would be advantageous
Comprehensive and broad knowledge of major technology platforms including google suite and Microsoft Operating Systems
Experienced in technology trends, technology strategy, implementing transformation programs including migration to cloud
ITIL service experience, track record of delivering success to organizations, managing service desk and service support functions

#LI-JC1

#LI-Hybrid

The base salary range represents the low and high end of the anticipated salary range for this position based at our New York City headquarters. The actual base salary offered for this position will depend on numerous factors including individual performance, business objectives, and if the location for the job changes. Our base salary is just one component of Peloton’s competitive total rewards strategy that also includes annual equity awards and an Employee Stock Purchase Plan as well as other region-specific health and welfare benefits.

As an organization, one of our top priorities is to maintain the health and wellbeing for our employees and their family. To achieve this goal, we offer robust and comprehensive benefits including:

- Medical, dental and vision insurance

- Generous paid time off policy

- Short-term and long-term disability

- Access to mental health services

- 401k, tuition reimbursement and student loan paydown plans

- Employee Stock Purchase Plan

- Fertility and adoption support and up to 18 weeks of paid parental leave

- Child care and family care discounts

- Free access to Peloton Digital App and apparel and product discounts

- Commuter benefits and Citi Bike Discount

- Pet insurance and so much more!

Base Salary Range

$163,830—$221,170 USD

ABOUT PELOTON:

Peloton (NASDAQ: PTON), provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.

At Peloton, we motivate the world to live better. “Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members' greatness. Join our team to unlock yours.

Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment. If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com email address.

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email applicantaccommodations@onepeloton.com before taking any further action in relation to the correspondence.

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $90,000 - $120,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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