Helpdesk at Hubspot

Hubspot’s Helpdesk Team is a global function responsible for the IT support of all employees. This includes new hire onboarding, laptop support, access management, incident resolution, A/V support, application support, and much more.

This role would lead the North American Helpdesk Team specifically, while collaborating closely with our global counterparts.

The Mission

As part of Hubspot’s Employee Experience Team, the Helpdesk Team’s mission is to use technology to enable every employee to achieve more and help Hubspot grow better. The team is aiming to do this by creating one helpdesk for all employee support. We want to fix problems, in one place, before they impact our employees so they can focus all their time on achieving goals.

As manager of our North American Helpdesk team, you will help us on this mission by building a technology-driven organization that consistently measures the downtime of Hubspot employees, understands the contributing factors to that downtime, and consistently reduces it through the optimization of process.

Expectations of this role

• Lead the hiring and career growth of the Helpdesk Team in North America

• Effectively grow the Helpdesk team into an organization of various specializations that align with other functions within our business.

• Set, measure and refine operational goals for the Helpdesk Team on owned services like new hire onboarding, ticket management, access & identity management, etc.

• Craft a strong asset management operation within Helpdesk using our asset management solution and running valuable partnerships with our vendors

• Introduce metrics that equate to business value and construct an operation that hits those goals

• Introduce training programs for Helpdesk staff that allow for clear, measured growth of knowledge and skill

• Partner with each business function to ensure Helpdesk is overachieving on support requirements and preparing for the growth of the business; using lots of data

• Through dedicated communication, ensure global transparency, internal and external to Helpdesk, on the team’s goals and playbooks, it’s progress towards them and it’s daily operational condition (yes, more data)

• Significantly grow the percent of end-user facing and back office processes that are automated each month

Skills and Experience that’d help you be successful

• Experience running either critical business processes/systems or a team of individuals

• Very analytical; experience running, publishing and delivering reporting to multiple partner

• Strong verbal communication; comfortable interfacing with stakeholders at all levels

• Experience leading training initiatives for direct staff to grow their skills

• Strong PM skills (success criteria, predictable delivery, sound milestones)

• Strategically proactive; not waiting on direction from leadership to launch an initiative you believe will have clear return on the investment

• Experience working with a global team

• Experience working within/introducing some ITIL disciplines

• Experience automating processes for measurable value

Success in this role means...

Running a Helpdesk that follows a virtuous cycle of support founded on…

• High quality reporting

• Low touch end user support

• Reduction of employee downtime

• High user satisfaction

• Development of Helpdesk staff

About HubSpot

HubSpot helps millions of organizations grow better, and we’d love to grow better with you. Our business builds the software and systems that power the world’s small to medium-sized businesses. Our company culture builds connections, careers, and employee growth. How? By creating a workplace that values flexibility, autonomy, and transparency. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 3M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every HubSpotter globally who has helped build our remarkable culture, HubSpot has been named a top workplace by Glassdoor, Fortune, Entrepreneur, and more.

HubSpot was founded in 2006. We’re headquartered in Cambridge, Massachusetts, and we have offices in New Hampshire, Dublin (Ireland), Sydney (Australia), Singapore, Tokyo (Japan), Berlin (Germany), and Bogotá (Colombia).