IT Service Desk Manager

Prosum; Los Angeles (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

A leading provider in the entertainment industry seeks an IT Service Desk Manager to lead the technical support team in Los Angeles. This mid-senior level position focuses on enhancing support processes and ensuring top-tier service delivery. Ideal candidates will possess in-depth technical skills, management experience, and a passion for customer satisfaction in a dynamic environment.

Qualifications

• 10 years of technical support experience, including 5+ years in management.
• Excellent verbal and written communication.
• Experience with ITSM systems like ServiceNow, Jira, or Zendesk.

Responsibilities

• Lead the technical support team ensuring timely issue resolution.
• Develop processes to improve efficiency and customer satisfaction.
• Manage incident and request tickets adhering to SLA standards.

Skills

Technical Support

Leadership

Communication

Problem Solving

Education

High School Diploma

Bachelor of Arts/Sciences Degree

Tools

ServiceNow

Jira Service Management

Zendesk

MS Active Directory

Office 365

Job description

1 week ago Be among the first 25 applicants

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

$120,000.00/yr - $150,000.00/yr

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 AEG PRESENTS 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 ACD 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

Get notified about new Information Technology Service Desk Manager jobs in Los Angeles, CA.

Los Angeles, CA $57,400.00-$73,800.00 4 weeks ago

Sr. Support Center (Service Desk) Manager

Los Angeles, CA $73,800.00-$106,600.00 4 weeks ago

IT Service Desk Supervisor $85,000 Annually

Information Technology Help Desk Manager

Manager, Technology Application Production Support and Control

Santa Monica, CA $61,310.00-$78,505.00 6 days ago

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