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Sr. Manager, Helpdesk

Technology/Engineering | San Francisco, CA

Job Description

Job Description:


Delivery Agent is seeking a Sr. Manager, Helpdesk, to join our IT Department at our corporate headquarters in San Francisco.  This position will report to the Sr. Director, IT, Product Support, Quality Assurance and will oversee corporate helpdesk.  As an Information Technology leader, you will be required to perform duties that include access to and managing sensitive information and systems.  This role has the responsibility to protect the confidentiality of all systems and data for Delivery Agent. 


Core Responsibilities:

  • Provide leadership and guidance to the Helpdesk team 
  • Implement processes regarding how problems are identified, received, documented, distributed, and corrected
  • Create and report on Key Performance Indicator for helpdesk services
  • Establish and maintain a highly service oriented culture in Helpdesk
  • Evaluate new products and services and suggest changes to existing products and services to better aide end users
  • Continually evolve the organization to support growth and expansion, including mergers and acquisitions
  • Perform a variety of complicated tasks and lead and direct the work of others
  • Proven experience in implementing and supporting help desk tools


  • Bachelor degree in Computer Science or related degree
  • 5+ years work experience in an IT management role
  • Things you should be familiar with
    • Nagios, Splunk, N-central
    • Active Directory/LDAP
    • Mac OS
    • Linux
    • Windows Professional and Server OS
    • VPN
    • Cisco Switches, Routers and Firewalls
  • Must have experience in supporting a large user base
  • Must be able to be firm while maintaining service oriented composure with frustrated users.
  • Experience integrating mergers and acquisition
  • Experience with SSAE16 (SAS70), PCI, ISO27001
  • Experience in leading a team and working in a team-oriented, collaborative environment
  • Flexible and adaptable in regards to proactively researching, learning and understanding new technologies
  • Excellent written and oral communication skills
  • Excellent interpersonal skills and customer service orientation
  • Highly self motivated and directed
  • Sharp attention to detail
  • Technically proficient and proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Some travel required
  • Provide 24x7/365 support as needed

About Us:

Delivery Agent, Inc. (, named #1 Privately Held Media Company by Inc. Magazine, and #3 on the Deloitte & Touche Silicon Valley Technology Fast 50, is the leader in shopping-enabled programming and content monetization for more than 200 entertainment properties from major media companies such as ABC, CBS, NBC Universal, Twentieth Century Fox, Discovery Communications, A&E Television Networks, HBO, MTV Networks, Martha Stewart Living Omnimedia, to Boston Celtics, UFC, Univision Communications, and The Weinstein Company. Delivery Agent created the market for shopping-enabled programming by redefining how products related to entertainment are cataloged, merchandised and sold online. Delivery Agent deploys its technology platform, including e-commerce applications, video and mobile products, and interactive advertising solutions to create profitable connections among entertainment content, consumers and brands. 


Delivery Agent is an Equal Opportunity Employer