Service Desk Specialist

StackAdapt is the leading technology company that empowers marketers to reach, engage, and convert audiences with precision. With 465 billion automated optimizations per second, the AI-powered StackAdapt Marketing Platform seamlessly connects brand and performance marketing to drive measurable results across the entire customer journey. The most forward-thinking marketers choose StackAdapt to orchestrate high-impact campaigns across programmatic advertising and marketing channels.

As a Service Desk Specialist, you will have the opportunity to contribute to an established IT Service Desk team within our company and improve the productivity of all StackAdapt employees. You will work closely with employees across diverse global locations, supporting every department within the company, both technical and non-technical, delivering IT at scale during a time of rapid growth. Your communication and technical skills will be key to your success.

Reporting to the Director of IT Support & Services, you will support StackAdapt employees at basic to complex technology levels, manage technology assets, install, support, and provide user training on various hardware, software, and other devices in StackAdapt's mixed Mac and Windows environment. You will provide first-level support and resolve increasingly complex service requests and critical incidents. Additional focus areas include the creation and review of knowledgebase articles, review of operational IT processes and improvement opportunities, and ensuring quality resolution of incidents and service requests in adherence to agreed-upon service level agreements. 

We are open to candidates located anywhere in Canada for this role.

What You'll Be Doing:

• Lead the resolution of escalated and complex service requests, incidents, and problems across a global employee base.
• Act as a senior point of contact for IT Service Desk operations, ensuring high-quality service delivery and adherence to SLAs.
• Fostering technical growth and knowledge sharing within the team.
• Oversee end-to-end employee lifecycle processes including onboarding, offboarding, provisioning, and equipment management at scale.
• Administer and support SaaS applications and identity platforms (e.g., Google Workspace, Okta, Office 365, Slack, Salesforce).
• Drive process improvements by designing, implementing, and documenting IT workflows and knowledgebase content.
• Partner with the InfoSec team to identify, mitigate, and prevent security risks across endpoints and applications.
• Contribute to the evaluation, deployment, and management of new IT tools, MDM solutions, and automation initiatives.
• Lead operational reviews, report on IT performance metrics, and recommend improvements to enhance productivity across the organization.
• Identify and leverage AI-driven opportunities to improve Service Desk efficiency, such as intelligent ticket routing, automated knowledgebase generation, or chatbot-driven employee support.
• Partner with the InfoSec team to identify, mitigate, and prevent security risks across endpoints and applications.

What You'll Bring to the Table

• Minimum of 3  years of experience in a Service Desk environment
• Deep technical expertise supporting macOS and Windows in enterprise environments.
• Advanced knowledge of SaaS administration, OKTA identity management(SSO and SCIM Integrations), Google Suite, Slack and productivity tools.
• ITIL certification is a "nice to have"
• Commitment to customer satisfaction with a customer-focused mentality
• Excellent communication skills, both written and verbal, with the ability to communicate at all levels and carry out tasks independently in non-standardized, constantly evolving work situations
• Proven ability to meet deadlines, conduct research, and work independently to resolve IT issues
• Ability to partner with the InfoSec team to mitigate relevant security risks, issues, and products
• Self-starter with strong organizational skills and the ability to manage multiple tasks simultaneously
• ITSM platform experience (e.g., FreshService) supporting incidents and requests
• Hands-on Exposure to MDM tools is a "nice to have" (e.g., Kandji, Intune, Jamf)
• A quick learner who's comfortable taking initiative to learn new technologies and troubleshoot complex issues

 

StackAdapter's Enjoy:

• Highly competitive salary
• Retirement/ 401K/ Pension Savings globally
• Competitive Paid time off packages including birthday's off
• Access to a comprehensive mental health care program
• Health benefits from day one of employment
• Work from home reimbursements
• Optional global WeWork membership for those who want a change from their home office and hubs in London and Toronto
• Robust training and onboarding program
• Coverage and support of personal development initiatives (conferences, courses, books etc)
• Access to StackAdapt programmatic courses and certifications to support continuous learning
• An awesome parental leave program
• A friendly, welcoming, and supportive culture
• Our social and team events

StackAdapt is a diverse and inclusive team of collaborative, hardworking individuals trying to make a dent in the universe. No matter who you are, where you are from, who you love, follow in faith, disability (or superpower) status, ethnicity, or the gender you identify with (if you're comfortable, let us know your pronouns), you are welcome at StackAdapt. If you have any requests or requirements to support you throughout any part of the interview process, please let our Talent team know.
 
About StackAdapt
 
We've been recognized for our diverse and supportive workplace, high performing campaigns, award-winning customer service, and innovation. We've been awarded:
 
Ad Age Best Places to Work 2024
G2 Top Software and Top Marketing and Advertising Product for 2024
Campaign's Best Places to Work 2023 for the UK
2024 Best Workplaces for Women and in Canada by Great Place to Work
#1 DSP on G2 and leader in a number of categories including Cross-Channel Advertising
 
#LI-REMOTE

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