IT Service Desk Lead & Mentor (SLA Expert)

MaziCTools; Los Angeles (CA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

King's Hawaiian is seeking a Service Desk Administrator III to deliver world-class end-user support, resolve complex incidents, and mentor junior staff. You will coordinate IT assets, enforce security policies, and partner across teams to implement solutions.

The role requires strong customer service, advanced technical expertise with Office 365, Windows, Azure, and AD, and a willingness to travel up to 20%. We value curiosity, collaboration, and ownership in a growing family-owned business.

Qualifications

• Bachelor's degree from an accredited 4-year college with 3 years equivalent relevant experience OR at least 5 years progressively responsible experience.
• ITIL 4 or similar certificate preferred.

Responsibilities

• Respond to and provide exceptional service and technical support to end-users within our SLA.
• Record, track, and detail all actions taken through final resolution of incidents, problems, and service requests.
• Ensure all Service Desk processes are documented and regularly improved.
• Act as point of contact for priority issues and liaison between end-user and IT organization.
• Plan and execute high level technical projects.
• Implement and enforce client system standards and security policies.
• Partner with other teams to deliver effective solutions.
• Manage IT asset inventory for onboarding, break/fix, and upgrades.
• Mentor and train entry level to Tier II Service Desk staff.
• Identify, develop, and implement IT end-user training programs.
• Travel up to 20% of the time.

Skills

Customer service

Technical support

Communication skills

Analytical skills

Problem-solving

Mentoring

Education

Bachelor's degree + 3 years experience or 5+ years progressive experience

ITIL 4 certification (preferred)

Tools

Office 365

Windows

Microsoft 365

Exchange

OneDrive

SharePoint

Teams

Zoom

Azure

Active Directory

Group Policy Objects

Mobile Device Management

PowerShell

SCCM

Intune

Windows Autopilot

Job description

King's Hawaiian is seeking a Service Desk Administrator III to deliver world-class end-user support, resolve complex incidents, and mentor junior staff. You will coordinate IT assets, enforce security policies, and partner across teams to implement solutions.

The role requires strong customer service, advanced technical expertise with Office 365, Windows, Azure, and AD, and a willingness to travel up to 20%. We value curiosity, collaboration, and ownership in a growing family-owned business.