Help Desk Support Associate Manager

Paceis a leading international art gallery representing some of the most influential contemporary artists and estates from the past century, holding decades-long relationships with Alexander Calder, Jean Dubuffet, Barbara Hepworth, Agnes Martin, Louise Nevelson, and Mark Rothko. Pace enjoys a unique U.S. heritage spanning East and West coasts through its early support of artists central to the Abstract Expressionist and Light and Space movements. Since its founding by Arne Glimcher in 1960, Pace has developed a distinguished legacy as an artist-first gallery that mounts seminal historical and contemporary exhibitions. Under the current leadership of CEO Marc Glimcher, Pace continues to support its artists and share their visionary work with audiences worldwide by remaining at the forefront of innovation. Today, Pace has sevenlocations worldwide, including a European foothold in London and Geneva; two galleries in New York; Los Angeles; Hong Kong; and Seoul, as well as offices in Beijing and Berlin. In spring 2024, Pace will open its first gallery space in Japan in Tokyo’s new Azabudai Hills development.

The Help Desk Support Associate Manager oversees the technical support team that assists employees facing issues with hardware, software, or other computer-related services. The role requires technical expertise and strong leadership skills to manage a team and ensure high customer satisfaction effectively. 

What You’ll Be Doing:

• Coordinate the help desk team’s activities to ensure prompt and effective resolution of support tickets
• Maintain timely and accurate customer service on a daily basis
• Contribute to improving customer support by actively responding to tickets and handling complaints
• Provide reporting on the Help Desk team’s productivity
• Train and mentor junior staff members
• Implement and develop Help Desk policies, procedures, and best practices
• Manage relationships with vendors for software or hardware support
• Evaluate and recommend new tools and technologies to improve support services
• Escalate and resolve third-party software/systems issues by the support team

In addition to an active and progressive work environment, Pace Gallery offers a competitive benefits package, including medical, dental and vision insurance, retirement plans with a company match, flexible spending accounts and commuter benefits. We encourage a healthy work/life balance and offer a generous vacation policy.

Pace Gallery is proud to be an equal opportunity employer and will consider all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status. 

Requirements

• Bachelor's in Information Systems or CompSci or 7+ years of comparable experience
• 5+ years of Help Desk Support experience
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to the Service Desk.
• Technical skills desired but not limited to:
• Active and Cloud directory
• Azure
• MSO administration
• Ticketing system(s)
• Configuration management
• MAC and Windows technologies
• Deployments
• Desktop hardware and support
• Documentation and Implement strategies
• Database Knowledge
• Possess the ability to lift up to 30lbs
• Exceptional customer service/client management skills
• Strong written and verbal communications skills

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Free Food & Snacks