DSI Systems Inc., an Authorized AT&T Distributor Partner, is seeking a Platform Manager – Zendesk to lead the ownership, optimization, and strategic evolution of our Zendesk environment. This role is responsible for ensuring operational excellence across Sales, Customer Support, and Operations by delivering scalable workflows, reliable system performance, and actionable reporting insights.Reporting to the Senior Director of Systems Operations, the Platform Manager serves as the subject matter expert for Zendesk—overseeing configuration, governance, integrations, and continuous improvement initiatives. This individual partners cross-functionally to translate business needs into efficient, data-driven solutions that enhance agent productivity, strengthen customer experience standards, and support continued growth at DSI.About DSIFounded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.ResponsibilitiesServe as primary owner and administrator of the Zendesk platformConfigure and maintain workflows, including ticket forms, routing, triggers, automations, SLAs, and business rulesManage user roles, permissions, groups, and overall platform security governancePartner with Sales, Operations, and Support leaders to translate business requirements into scalable system solutionsOptimize workflows to improve response times, resolution rates, and agent efficiencyDevelop and maintain dashboards, views, and operational reporting to support performance visibilityCollaborate with Business Intelligence teams to ensure accurate data ingestion and reporting integrityOversee integrations with CRM, telephony, knowledge base, and related enterprise systemsEvaluate new Zendesk features, apps, and enhancements to support platform evolutionProvide Tier 2/3 support for escalations and coordinate with Zendesk or vendor partners as neededRequirements3+ years of hands-on experience administering Zendesk in an enterprise environmentStrong understanding of ticketing workflows, routing logic, automations, and SLA managementExperience designing scalable system configurations to support operational growthProven ability to partner with cross-functional business and technical stakeholdersStrong analytical skills with experience building dashboards and performance reportingExperience managing integrations with CRM, telephony, or knowledge base systemsExcellent written and verbal communication skillsPreferred QualificationsZendesk Administrator CertificationBackground in Customer Support Operations, Sales Operations, or IT Systems ManagementFamiliarity with API integrations or middleware toolsExperience supporting multi-team or multi-department Zendesk environmentsBenefitsMedical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period401k Plan with employer matchingPaid vacation, personal/sick days, and bereavement timeEmployee Profit Sharing Program50% AT&T wireless discountPaid trainingAdvancement opportunities, we prefer to promote from within!
