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Service Desk Manager



Blacksburg, VA, USA
Posted on Thursday, January 25, 2024

About the Company

At Torc, we have always believed that autonomous vehicle technology will transform how we travel, move freight, and do business.

A leader in autonomous driving since 2007, Torc has spent over a decade commercializing our solutions with experienced partners. Now a part of the Daimler family, we are focused solely on developing software for automated trucks to transform how the world moves freight.

Join us and catapult your career with the company that helped pioneer autonomous technology, and the first AV software company with the vision to partner directly with a truck manufacturer.

Meet The Team:

Responsible for managing and developing a team of talented IT Specialists who support TORC’s rapidly growing workforce. Provides experienced leadership in end-user lifecycle management, process improvements, and technical guidance across the organization. Primarily responsible for activities directly impacting our end-users, including on-boarding, device management, on-boarding support, inventory management, SaaS application support, capacity planning, and timely reporting of metrics impacting our employees’ satisfaction. Utilizes a wide range of technologies including Linux, VM/VDI, Active Directory, Azure, conference solutions, VoIP, and networking. Communication and leadership skills are critical to manage a team of IT professionals spanning multiple offices/time-zones.

What You’ll Do:

IT Leadership

  • Manages a team of IT Specialists and Systems Administrators located in one or more facilities.
  • Responsible for maintaining adherence to and continuous improvement of IT processes which support internal customers, including employees and contractors.
  • Supports the Director of IT in identifying and implementing IT solutions in support of expanding business needs, including responsible growth of the IT Operations team.
  • Uses industry standard practices (such as ITIL v4) to identify and track success measures and reinforces Agile practices in managing and developing team activities.
  • Assists with budgeting and planning activities to increase operational efficiency and adherence to compliance standards.
  • Works collaboratively across departments and teams with excellent attention to detail, ownership and follow-through on delivery.

Helpdesk - Communication, Response and Escalation

  • Responsible for managing escalations with potential impacts to employee relations.
  • Identifying and implementing methods to reduce incoming helpdesk requests, including knowledgebase, self-help tools, end-user training, and workflow automation.
  • Working with end-users to determine and translate needs into actionable items.
  • Contributing to the knowledgebase, providing both internal as well as user-facing documentation as appropriate.
  • Ensures consistent personnel onsite during business hours for End-User Support.
  • Managing an on-call/after-hours schedule and capacity constraints.

IT Support

  • Identifies, implements, maintains asset inventory and change management tools and procedures.
  • Supports the imaging, deployment, and maintenance lifecycle of end-user equipment, peripherals, shared devices (e.g., printers, displays), and conference room equipment.
  • Ensures equipment availability & readiness to meet needs of multiple sites and remote staff, and orders equipment proactively to support onboarding.
  • Manages equipment and software orders and communication with vendors and communicates status to end-users and IT team.
  • Assists with data-center configuration and management as needed.

People Management

  • Direct reports include IT Specialists and may include Systems Administrators
  • Manages employees by ensuring compliance to federal, state, and company policies, procedures, guidelines, and management principles.
  • In partnership with People Operations, supervisory responsibilities include leading continuous goal setting, career pathing and professional development, tracking competencies, employee team building and training, performance management, scheduling and assigning work, resource management and controlling expenses, and enforces systems, policies, and procedures. Trains staff, maintains training records, ensures appropriate and continuous training. Proactively manages coaching, employee relations, and conflict while representing Torc’s core values.
  • Identify hiring needs, partner with People Operations and Talent Acquisition, and assist in the recruiting, screening, interviewing, selection, hiring and new hire onboarding processes for talent across multidisciplinary teams. Recommends salary increases, promotions, transfers, demotions, or terminations. Manages any problems and concerns to closure.
  • Accomplishes department objectives by supervising staff and organizing and monitoring work processes with the highest degree of quality and safety.

What You’ll Need To Succeed:

  • Bachelor’s degree in Information Technology or technical field of study plus 8+ years of experience; OR Associates degree plus 10+ years of experience in a related field.
  • 6+ years of experience in a similar leadership role.
  • 10 + years of experience in end-user lifecycle management and technical guidance.
  • Proven experience managing teams, handling inventory, and budgeting/procurement.
  • Knowledge of ITL standards, Asset, Incident and Change Management best practices.
  • Knowledge of core networking principles and virtualization technologies.
  • Understanding of compliance and security standards; ideal candidate would have basic knowledge of ISO/IEC 27001, NIST 800-53, or similar information security standards.
  • Excellent interpersonal, verbal, and written communication skills to build trust and strong working relationships, effectively create and proofread work instructions and reports, communicate to a diverse workforce, and interface with all levels of staff.
  • Keen attention to detail to identify problems and processes that don’t comply with protocol.
  • Critical/logical thinking to identify problems and provide solutions to ensure efficiency, safety, and quality.
  • Strong business insight and judgment, team orientation and collaborative style.
  • Strong time management and organizational skills to plan, develop, coordinate resources, prioritize effectively, and maintain competing demands simultaneously with frequent interruptions and in a fast-paced environment.
  • Ability to ethically handle sensitive and confidential information with impartiality and professionalism.
  • Willingness to undertake and complete technical and operational training/certifications relevant to the role.
  • U.S. Citizenship is required.

Bonus Points:

  • Microsoft Windows, Linux, Mac OS, Jira, Confluence, ServiceNow and Office 365 experience in an enterprise environment strongly preferred, Active Directory, Azure Active Directory, a plus.
  • Relevant certifications are preferred, such as Certified ScrumMaster (CSM), CompTIA A+/Network+/Security+, ITIL v3/v4, and relevant Linux, Windows, and Mac certifications or credentials.

Perks of Being a Full-time Torc’r

Torc cares about our team members and we strive to provide benefits and resources to support their health, work/life balance, and future. Our culture is collaborative, energetic, and team focused. Torc offers:

  • A competitive compensation package that includes a bonus component and stock options
  • 100% paid medical, dental, and vision premiums for full-time employees
  • 401K plan with a 6% employer match
  • Flexibility in schedule and generous paid vacation (available immediately after start date)
  • Company-wide holiday office closures
  • AD+D and Life Insurance
Hiring Range for Job Opening
US Pay Range
$132,400$158,900 USD

At Torc, we’re committed to building a diverse and inclusive workplace. We celebrate the uniqueness of our Torc’rs and do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, or disabilities.

Even if you don’t meet 100% of the qualifications listed for this opportunity, we encourage you to apply. We’re always looking for those that are hungry, humble, and people smart and your unique experience may be a great fit for this role or others.