Be Part of the Nitro Good Life

We help the world work smarter—and have plenty of fun while doing it.

Service Desk Manager

Toronto, Ontario, Canada, Remote

About Us:

Nitro is a global document productivity company accelerating digital transformation in a world that demands the ability to work from anywhere, anytime, on any device. As a global player in the eSign and workflow productivity market, Nitro enables organisations to drive better business outcomes through 100% digital document processes and fast, efficient workflows. The Nitro Productivity Platform offers comprehensive SaaS business solutions, including highly secure eSigning and e-ID, powerful PDF productivity and industry-leading analytics, all supported by a superior customer success team. Nitro has over 3 million licensed users and 13,000+ business customers in more than 150 countries, including over 68% of the Fortune 500 and three of the Fortune 10. Nitro is headquartered in San Francisco with nine global hubs.

How We Work:

Our mission is to help create, develop, and support an environment where great people come to do their best work. We believe there is a balance to strike between “work hard, play hard,” and we strive to improve in both areas every day.

We put our customers, employees, and communities at the center of everything we do. It all comes back to our core values:  

  • Be Good - Nitronauts are good humans with big hearts that are respectful and supportive of each other. We celebrate individuality and diversity and strive to foster an environment where people can be themselves and do their best work.
  • Performance First - We like to challenge ourselves. We’re passionate about exceeding expectations and stepping outside our comfort zones to get to the next level. It’s our ambition that pushes us to work hard and deliver strong results.
  • No B.S. - This one is self-explanatory, but we’re all about transparency, honesty, and authenticity here. We don’t beat around the bush; we tell it like it is.

The Role:

We’re looking for highly motivated and talented technology professional to lead our Service Desk Operations Team. This is a hands-on role that will continually assess the Nitronaut IT needs, driving efficiencies and services that improve productivity. This position will lead 2 other Individual Contributors who are focused on delivering world class customer service and technical support for Nitronauts globally. We’re looking for someone who is comfortable working as part of a globally distributed team and communicating with technical and non-technical users.

This role will report to the Director of Corporate IT. This person will be a hands-on IT Team Leader, with strong technical background, passion for continuous improvement, and excellent communication and interpersonal skills. The Corporate IT team at Nitro focuses on partnering with groups throughout the company to create and deliver infrastructure, applications and services that are flexible, scalable, and secure. We also build partnerships with our Security team in meeting security-related requirements and providing input on infrastructure and operations security proposals. The team will also create tools and practices which will allow us to scale our work to cover a diverse and complex set of services across the broader organization.

 

What you'll be doing:

  • Leading the Service Desk team to meet Service Desk KPIs and SLAs
  • Driving Nitronaut Onboarding and Off Boarding including: laptop provisioning, identity and access management, audit, compliance and equipment decommissioning
  • Helping to maintain IT systems, perform new hire setup, and ensure documentation is up-to-date
  • Working with IT Leadership to research, test, and develop solutions for corporate IT and clients
  • Helping administer corporate directory services
  • Assisting with auditing of systems and software
  • Performing system upgrades, including new hardware and reimaging
  • Working closely with other IT staff to effectively communicate issues, project milestones, and recommendations

 

What we're looking for:

  • 3+ years Management experience and a proven history in IT Operations, Service Desk, Technology - Support and Customer Service
  • Successful track record of delivering support to remote sites
  • Experience in leading or playing key roles in large cross-functional projects and delivering those projects on time and within guidelines
  • 4 year degree in MIS, engineering, or computer science; and/or equivalent work experience.
  • Experience in a technical support role
  • Ability to effectively document and diagram all relevant material
  • Follow and seek improvement in technology solutions
  • Ability to occasionally travel to remote corporate offices
  • Self-motivated, self-starter with the ability to execute with minimal direction
  • Incredibly strong customer service skills and attitude
  • Enjoy solving problems within a growing organization
  • Strong organizational skills with the ability to track multiple issues
  • Independent, curious, wishing to learn
  • Strong communication skills (verbal and written)
  • Deep knowledge of the Windows workstation operating systems
  • Working knowledge of Mac OS X
  • Experience managing corporate servers, monitoring, source control, bug tracking, and setting up new systems
  • Knowledge of one or more practical programming languages (ruby, perl, python, etc.) is a plus

Please note, this position is open to remote hiring anywhere in Toronto, CA.

Why Nitro? 

Our goal is to empower our Nitronauts—to make an impact, work better together, and believe any goal is attainable. We take pride in the perks and benefits provided to employees that make their day-to-day lives more enjoyable and secure. Along with competitive comp and equity, and in addition to our regular benefits and programs (including health, dental, vision, retirement), we are also very proud to offer a few additional initiatives to future Nitronauts:

Flex Time Off
Work-life balance is important at Nitro, and we understand that there are events that we cannot plan for. We are proud to offer Flex Time Off to be used for vacations, spending days with your family, or appointments.

Flexible Forever
We will offer a flexible work environment forever. This hybrid approach allows our team the flexibility to work remotely and have access to in-person time for collaboration sessions and team offsites.
 
90 Days Away
We offer the opportunity for employees to travel and explore while working from anywhere. Employees can extend vacations and spend more time with family, and work from anywhere for up to 90 days.
 
Nitro Resource Groups
Nitro supports our diverse group of Nitronauts who come together to celebrate their passions, share their unique perspectives, experiences, and contributions to make Nitro a more inclusive place to work.

Families @ Nitro
We have the opportunity and responsibility to ensure the well-being of our employees, which includes offering support when and where it matters most. From generous leave to fertility benefits, Nitro supports team members who may be on or considering a path to parenthood, whatever that looks like.

We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Nitro provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know.

Future of Work

The Nitro 2022 Productivity Report

Learn how the pandemic has transformed productivity, workflows and digital initiatives, as well as the trends and technologies shaping work in 2022 and beyond.