A Little About Us

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com

*Candidate Note: This position will start remote for individuals based in the Seattle area only, with potential to go to hybrid (2-3 days/wk. onsite)*

EDB is seeking a highly energized leader to manage, develop and lead our geographically dispersed IT Service Desk organization. In this highly visible and hands-on role, the Manager, Global IT Service Desk will be responsible for the design, development and implementation of technology solutions which provide key internal services to the employees of EDB.

Reporting to the CIO, the successful candidate will leverage industry knowledge and experience to guide the business through creative and transformational uses of new technologies to deliver world class service and support in a cost effective and predictable manner. Tremendous focus and investments are being made at EDB and, for those who are energized by the opportunity to be a transformational leader, it simply doesn’t get any better than this!

Your impact will be

• Everyone deserves a GREAT manager - Be one! Develop your staff and nurture the next leaders in the team.

• Ensure that we “Wow!” our users by delivering prompt, professional and thorough solutions to their IT needs and to the demands of our growing business.

• Develop business processes using Jira Service Management to provide measurable and auditable IT specific, customer service solutions.

• Collaborate with Information Security and IT Infrastructure teams on mission critical projects, impacting users across the enterprise.

• Ensure that user management processes are documented and strictly adhered to, and that our onboarding and offboarding processes are thorough and are executed in a timely manner.

• Manage and monitor ongoing procurement and inventory management processes to ensure that supply-chain issues do not become a hindrance to EDB’s growth objectives.

• Develop and manage on-call rotation for Service Desk teams.

• Design, document and implement policies and procedures to support industry compliance demands of business and ensure unwavering adherence.

• Prepare and deliver routine Executive Dashboards to highlight current state for Service Desk and End User Support teams.

• Build amazing professional relationships with key internal stakeholders. Become an extension of their teams.

• Completely OWN your domain! Independently resolve critical technical issues promptly, perform root cause analysis, document all issues, and implement steps for future mitigation.

• Communicate, Communicate, Communicate. Up, Down and Out.

What you’ll bring:

• Bachelor’s degree or equivalent combination of education and/or experience required.

• Prior experience within an Enterprise IT team supporting 500+ global employees.

• 5-7+ years of combined technology experience including a minimum of 2+ years in a leadership capacity.

• Proven track record of building amazing teams of Service Delivery professionals.

• Customer Service skills which are 2nd to NONE.

• Strong background in a multi-vendor, multi-platform environment (Windows, Mac, Linux).

• Knowledge and experience with industry standard Desktop Management solutions.

What will give you an edge :

• Hands-on experience with MDM-Workspace ONE preferred or similar

• Hands-on experience with Jira and Confluence administration and configuration

• Knowledge of SAML configuration practices (Okta is a plus)

EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to Modern Health to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to June 2024! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!

EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.

EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.

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