For 39 years, DSI has provided enhanced value that delivers results for our clients and partners.

Platform Manager – Zendesk

ManagerManagerFull TimeRemoteTeam 201-500Since 1984H1B SponsorCompany Site LinkedIn

Location

United States

Posted

31 days ago

Salary

Not specified

3 yrs expEnglish

Job Description

• Serve as primary owner and administrator of the Zendesk platform • Configure and maintain workflows, including ticket forms, routing, triggers, automations, SLAs, and business rules • Manage user roles, permissions, groups, and overall platform security governance • Partner with Sales, Operations, and Support leaders to translate business requirements into scalable system solutions • Optimize workflows to improve response times, resolution rates, and agent efficiency • Develop and maintain dashboards, views, and operational reporting to support performance visibility • Collaborate with Business Intelligence teams to ensure accurate data ingestion and reporting integrity • Oversee integrations with CRM, telephony, knowledge base, and related enterprise systems • Evaluate new Zendesk features, apps, and enhancements to support platform evolution • Provide Tier 2/3 support for escalations and coordinate with Zendesk or vendor partners as needed

Job Requirements

3+ years of hands-on experience administering Zendesk in an enterprise environment
Strong understanding of ticketing workflows, routing logic, automations, and SLA management
Experience designing scalable system configurations to support operational growth
Proven ability to partner with cross-functional business and technical stakeholders
Strong analytical skills with experience building dashboards and performance reporting
Experience managing integrations with CRM, telephony, or knowledge base systems
Excellent written and verbal communication skills
Zendesk Administrator Certification (Preferred)
Background in Customer Support Operations, Sales Operations, or IT Systems Management (Preferred)
Familiarity with API integrations or middleware tools (Preferred)
Experience supporting multi-team or multi-department Zendesk environments (Preferred)

Benefits

Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
401k Plan with employer matching
Paid vacation, personal/sick days, and bereavement time
Employee Profit Sharing Program
50% AT&T wireless discount
Paid training
Advancement opportunities, we prefer to promote from within!