Full Job Description
Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.
Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.
Reporting to the Senior Director of IT Operations, you will utilize your leadership along with your technical expertise to guide our team of talented IT staff and evolve the function. You’ll work closely with IT leadership and business systems owners to ensure that we can provide agile, effective desk experience for all business systems and deliver cost-effectively as our business rapidly expands. You will use the latest technologies, implement improvements and lead project work to achieve our objectives. All this while being part of a forward-thinking, highly successful IT team that’s highly regarded within the business.
What you get to do every day as Director, Global Service Desk:
Lead, Develop & execute a Global Service Desk Vision/Strategy and Plan
Recruit, onboard, and develop talented IT Professionals and third-party providers
Create and instill a customer focus into the everyday workings of the support team and encourage cross-departmental collaboration
Grow and mature the team so that they can undertake and support full end-to-end service desk improvement projects
Work closely with Infrastructure, Applications, and Security leadership to consistently proactively deliver high-quality global end-user services and training
Create mechanisms and processes for on-boarding and off-boarding of business systems for your services.
Partner closely with business partners to further continuous improvement efforts
As an ambassador for IT to our staff at Zscaler you will continue to build the brand of ‘Best in class IT at scale’ while delivering incredible customer service
Align with IT and Facilities resources to execute on office expansion projects in a timely fashion
Help manage the smooth running of all IT systems, including many cloud-based applications and local hardware policies
Develop relevant metrics, dashboards, and processes to become a data-driven organization
Represent Global Service Desk in meetings, support groups, vendors, and with management; support the IT organization in its relationship building with internal/external clients by establishing effective working relationships and collaboration across teams
Actively participate in the forecast and annual budget planning as well as manage and review operational budget
Create process and procedures, analyze service requests to identify trends and recommend long-term solutions and/or risk reduction plans; drive and implement continuous process improvement efforts
Continually seek opportunities to optimize end-user technology tools
Look for opportunities to improve incident and service requests SLAs continually
Superior leadership skills with proven ability to effectively manage and develop a diverse team of people, and facilitate effective cross-cultural business interaction
Experience with and leading maturity projects for Service Desk initiatives.
Experience supporting internal customers
Passionate about cloud tools and curious about learning how to manage those in an enterprise environment
Natural problem solver who enjoys identifying ways to make your team and customers lives better
Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
Thoughtful decision making skills with a knack for identifying, prioritizing, and articulating the highest impact initiatives
Able to lead the team to meet deliverables and drive work to completion within specified timelines
Work with colleagues & Senior leaders to deliver ideas and solutions to many audiences including your team and C-Staff
Collaborative, upbeat work ethic where you can take ownership and have fun
Ability to travel 10-20%
Ability to work flexible hours to connect with peers and partners around the globe 10% of the time
All your information will be kept confidential according to EEO guidelines.
People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.
Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com.
Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.