Customer Support Helpdesk Manager

Prosum; Los Angeles (CA); On-site; USD 130,000 - 150,000; Full time

Job summary

A leading technology company in the entertainment industry is seeking a Customer Support Manager to lead their technical support team. The role involves ensuring effective resolution of hardware and software issues across multiple venues, improving customer satisfaction, and developing support processes. Candidates should possess a strong technical background with excellent leadership and communication skills, as well as experience using prevalent ITSM systems.

Benefits

Medical insurance

Vision insurance

401(k)

Qualifications

• 10 years of technical support work experience with 5 years in a managerial role.
• Excellent verbal and written communication skills.
• Experience troubleshooting hardware/software issues on MAC, PC, and iPhone.

Responsibilities

• Manage and lead the technical support team, ensuring timely resolution of issues.
• Oversee user account management using MS Active Directory and Office 365.
• Develop and implement support processes to improve efficiency and customer satisfaction.

Skills

Leadership

Communication

Interpersonal Skills

Troubleshooting

Customer Satisfaction

Education

High School Diploma

Bachelor of Arts/Sciences Degree

Tools

ServiceNow

Jira Service Management

Zendesk

MS Active Directory

Office 365

Job description

This range is provided by Prosum. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$130,000.00/yr - $150,000.00/yr

Direct message the job poster from Prosum

Sr Technical Recruiter, Partner - Recruiting The Best in Technology l Technical Recruiter l IT Recruiter l Full Life Cycle Technical Recruiter l…

This is a full-time onsite role with an established entertainment organization.

JOB SUMMARY

The Customer Support Manager will oversee the technical support team at all our client's locations, ensuring efficient and effective resolution of hardware and software issues. This role involves managing support staff, coordinating IT support across multiple venue locations, and implementing strategies to improve customer satisfaction. The manager will also be responsible for developing and maintaining support processes and documentation, managing incident and request tickets, SLA reporting, managing the asset management system for all IT equipment, and overseeing the call center phone system for all agents.

ESSENTIAL FUNCTIONS

• Manage and lead the technical support team, including Customer Support I and Customer Support II, providing guidance and support to ensure timely resolution of issues.
• Develop and implement support processes to improve efficiency and customer satisfaction.
• Coordinate IT support for all the client's office and venue locations.
• Oversee user account management using MS Active Directory, Office 365, Exchange Online, Windows, and Mac operating systems.
• Ensure all trouble tickets are handled efficiently through an ITSM system such as ServiceNow, Jira Service Management, or Zendesk, interfacing with the user community as needed.
• Manage incident and request tickets, and ensure adherence to SLA standards and reporting.
• Coordinate large computer workstation moves, software upgrades, and new office setups.
• Oversee the call center phone system for all agents.
• Manage the asset management system for all IT equipment.
• Travel between venue locations to provide on-site IT support as required.

QUALIFICATIONS

• A minimum education level of: High School Diploma or its equivalency (Bachelor of Arts/Sciences Degree Preferred).
• 10 years of technical support work experience, with at least 5 years in a managerial role.
• Demonstrate excellent verbal and written communication skills.
• Excellent interpersonal skills for interaction with internal and external staff.
• Experience troubleshooting hardware/software issues on MAC, PC, and iPhone.
• Familiarity supporting Office 365 services like email, Outlook, Word, Excel.
• Experience with cloud file storage solutions like Dropbox, SharePoint/OneDrive, and Box.
• Strong leadership skills with the ability to build and cultivate relationships.
• Experience with an ITSM system such as ServiceNow, Jira Service Management, or Zendesk.
• Knowledge of the music industry preferred.
• Must be able to pass applicable occupational health screening and background check.

Preferred Qualifications

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Entertainment Providers

Referrals increase your chances of interviewing at Prosum by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Get notified about new Help Desk Manager jobs in Los Angeles, CA.

Sr. Support Center (Service Desk) Manager

Los Angeles, CA $73,800.00-$106,600.00 1 month ago

Los Angeles, CA $57,400.00-$73,800.00 1 month ago

Help Desk Manager - Managed Service Provider

Whittier, CA $115,000.00-$125,000.00 4 days ago

Technology Systems and Operations Specialist - VFX Support

Los Angeles County, CA $20.00-$25.00 2 weeks ago

Systems Administrator, Hospitality IT Products

Los Angeles, CA $169,228.80-$244,441.60 1 month ago

Hawthorne, CA $90,000.00-$115,000.00 15 hours ago

Los Angeles, CA $131,622.40-$178,630.40 1 month ago

Los Angeles, CA $90,000.00-$100,000.00 7 hours ago

Los Angeles, CA $54,357.33-$73,770.66 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.