Blockskye

IT Support

• Overseeing the daily operations of the Information Technology (IT) Helpdesk team.
• Ensure timely and effective resolution of technical issues.
• Manage the IT managed service provider, maintain service level agreements (SLAs).
• Contribute to the continuous improvement of IT support processes and infrastructure.
• Work with the MSP on staffing, scheduling, and workload distribution to ensure adequate coverage and efficient service delivery.
• Define and track key performance indicators (KPIs) and service level agreements (SLAs) for helpdesk operations.
• Oversee the ticketing system to prioritize, track, and resolve all incoming support requests (phone, email, slack).
• Ensure prompt and accurate resolution of technical issues across hardware and software.
• Develop, implement, and maintain helpdesk procedures, standards, and best practices.
• Manage the escalation process for unresolved issues, ensuring effective communication and collaboration with higher-tier support teams or external vendors.
• Maintain an up-to-date inventory of IT assets and manage equipment lifecycle (procurement, deployment, disposal).
• Manage onboarding and offboarding procedures and processes.
• Serve as an escalation point for complex or critical technical problems.
• Stay current with emerging technologies and industry best practices.
• Develop and maintain a comprehensive knowledge base, including self-service documentation, troubleshooting guides, and FAQs for common issues.
• Participate in the planning and execution of IT projects, ensuring the helpdesk team is prepared to support new systems and applications.
• Champion a customer-centric approach to support, ensuring all users receive professional, courteous, and timely assistance.
• Monitor user satisfaction and implement initiatives to improve the overall service experience.
• Communicate planned outages, system updates, and critical information to end-users effectively.

IT Helpdesk Manager

Counselor

• Provide concierge-level travel consultation for executive level travelers across multiple channels (phone, email, chat), ensuring a seamless, high-touch service that exceeds expectations.
• Accurately manage complex international bookings and exchanges, leveraging native GDS processes (Amadeus) to ensure compliant and cost-effective solutions.
• Operate independently during after-hours coverage shifts, including evenings, weekends and holidays.
• Deliver impeccable attention to detail in all aspects of service, including profile updates, fare selection, ticketing and post-booking support.
• Proactively communicate with travelers, arrangers and teammates to ensure service continuity, accurate trip execution, and aligned expectations.
• Take full ownership of the end to end travel experience - from initial request through trip completion and issue resolution - without the need for micromanagement.
• Support and collaborate closely with peers in a small, highly dependent team environment; adapt to shift changes, share knowledge and support teammates when needed.
• Meet and exceed KPIs related to accuracy, quality and traveler satisfaction.
• Adhere to company standards regarding tool utilization, workflow processes, and attendance expectations.
• Thrive under pressure, adapting quickly to changing priorities and unexpected challenges.

VIP Travel Counselor – After Hours

Systems Engineer

• Schedule interviews and coordinate with hiring managers
• Manage SSO integrations, MFA policies with Okta
• Engineer and maintain the Jamf Pro environment
• Administer the Microsoft 365 stack including Exchange Online and SharePoint
• Collaborate with the Security team for compliance and audits
• Provide helpdesk support when needed

IT Helpdesk Manager

VIP Travel Counselor – After Hours

IT Systems Engineer