Imanage

Systems Administrator - Service Desk

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The Systems Administrator with the Service Desk will be part of a high-performing team. This hybrid role requires in-office presence on Tuesday and Thursday to collaborate, connect, and learn. The role involves overseeing end-user functions, supporting IT policies, inspecting equipment, identifying upgrades, and communicating improvements. This role will be key in supporting the iManage user community, ensuring successful IT operations, maintaining security, enabling efficiencies, and supporting internal staff with the necessary tools to develop, sell, and support iManage products. The individual will report to the Service Desk Manager. Responsibilities include supporting IT Policies and systems and supporting the implementation of strategies as they align to business objectives. Utilizing the Service Desk ticketing system to ensure that incidents and service requests are prioritized and resolved accordingly.

Principal Customer Success Manager

We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This hybrid role requires in-office presence on Tuesday and Thursday to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.&nbsp; Being a Systems Administrator with the Service Desk at iManage Means…&nbsp; You will join a world-class SaaS organization as an experienced Systems Administrator with a high performing team of Service Desk Professionals.&nbsp; Our iManage IT team, with locations in Bangalore, Belfast, Chicago, Sunnyvale and the UK, provides both Infrastructure Support as well as technical application and hardware support to our internal clients.&nbsp;&nbsp;&nbsp;Our team’s mission is to ensure the successful operation of Information Technology; maintain security, enabling efficiencies, and supporting the internal staff with the tools required to develop, sell, and support iManage products.&nbsp; You will demonstrate exemplary professionalism and will draw upon your problem-solving, critical thinking and technical skills to analyze, deploy and resolve IT related objectives and opportunities, develop best practice methods, and ensure success with a global IT team.&nbsp; You will report to the Service Desk Manager. Most importantly, this role is key in supporting our iManage user community.&nbsp; iM Responsible For…&nbsp;<ul><li>Overseeing end user specific functions and evaluating them per established goals.&nbsp;</li><li>Supporting IT Policies and systems and supporting the implementation of strategies as they align to business objectives.&nbsp;</li><li>Inspecting the use of technological equipment and software to ensure functionality and efficiency.&nbsp;</li><li>Proactively identify the need for upgrades, configurations or new systems and communicate needs for improvement.&nbsp;</li><li>Working with Enterprise IT leadership to create roadmap to ensure sustainability of end user systems and applications meet business goals.&nbsp;</li><li>Assisting in building relationships with vendors and the user community.&nbsp;</li><li>Utilizing the Service Desk ticketing system to ensure that incidents and service requests are prioritized and resolved accordingly.&nbsp;</li><li>Providing excellent customer service skills to create a world-class customer service experience for all users.&nbsp;</li><li>Monitoring customer satisfaction to ensure that services are being delivered to the organizational standards.</li></ul>iM Qualified Because I Have…&nbsp;<ul><li>A minimum of 6+ years’ experience providing enterprise IT Service Desk troubleshooting and resolution services.&nbsp;</li><li>Well-developed problem solving and critical thinking skills, with the ability to think creatively in a fast-paced environment.&nbsp;&nbsp;</li><li>Strong verbal, written, and interpersonal communication skills with the ability to communicate technical information effectively.&nbsp;&nbsp;</li><li>An ability to work effectively in a team environment with a demonstrated ability to build and maintain positive relationships and team objectives.&nbsp;&nbsp;</li><li>Advanced knowledge of the Microsoft Windows Operating System, and Windows Server administration, configuration, and management including WAN / LAN / Wi-Fi / Switches / Security Devices and Firewall technologies.&nbsp;</li><li>Extensive knowledge of VMWare technologies including support for multiple site replication.&nbsp;</li><li>M365 expertise including Active Directory,&nbsp;EntraID, Intune.&nbsp;</li><li>MacOS, Windows and SaaS, provisioning and management at an enterprise level.&nbsp;</li><li>Knowledge of Networking Protocols / Security Systems, including troubleshooting.&nbsp;</li><li>Experience in providing knowledge to the team on solutions that enable proper usage of systems being that are deployed.&nbsp;</li></ul>Bonus Points If I Have...&nbsp;<ul><li>Strategic experience in the evolution of user experience automation that will include onboarding and offboarding and provisioning of licenses.&nbsp;</li><li>Experience in working with a global team.&nbsp;</li></ul>Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!iM Getting To…&nbsp;<ul><li>Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability! &nbsp;</li><li>Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation. &nbsp;</li><li>Own my career path with our internal development framework. Ask us more about this! &nbsp;</li><li>Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses &amp; training. &nbsp;</li><li>Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture. &nbsp;</li><li>Enjoy flexible work hours that empower me to balance personal time with professional commitments. &nbsp;</li><li>Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events. &nbsp;</li></ul>iManage Is Supporting Me By...&nbsp;<ul><li>Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.&nbsp;</li><li>Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.&nbsp;</li><li>Rewarding me with an annual performance-based bonus.&nbsp;</li><li>Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.&nbsp;&nbsp;</li><li>Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.&nbsp;&nbsp;</li><li>Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.&nbsp;</li><li>Having multiple company wellness days each year to prioritize mental health and well-being. &nbsp;</li><li>Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources. &nbsp;</li></ul>The overall US annual base salary range for this position is $87,000 – 111,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.&nbsp;iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to <a href="mailto:careers@imanage.com" target="_blank">careers@imanage.com</a> so our team members can review.&nbsp;About iManage…&nbsp;At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications. &nbsp;We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.&nbsp;&nbsp;So we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do. &nbsp;Whoever you are, whatever you do, however you work. Make it mean something at iManage.&nbsp;iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.&nbsp;&nbsp;This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.&nbsp;Learn more at: <a href="http://www.imanage.com/" target="_blank">www.imanage.com</a>&nbsp;&nbsp;Please see our privacy statement for more information on how we handle your personal data: <a href="https://imanage.com/privacy-policy/" target="_blank">https://imanage.com/privacy-policy/</a>&nbsp;&nbsp;#LI-Hybrid #LI-LM1

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