IT Service Desk Manager — Lead, Automate & Elevate Support

Cast & Crew; Burbank (CA); On-site; USD 115,000 - 125,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Employee Discounts

Health and Wellness Programs

Paid Time Off (PTO)

Job summary

A leading entertainment technology provider is seeking an Information Technology Service Desk Manager to oversee daily operations, manage the ITSM ticketing tool, and ensure a high level of customer service. The ideal candidate will have at least 5 years of experience leading a Service Desk team and a strong background in various IT applications and technologies. This full-time role is based in Burbank, California, offering a competitive salary and comprehensive employee benefits.

Qualifications

• 5 years minimum leading and managing a Service Desk team.
• Ability to handle a multitude of concurrent requests/projects while remaining calm.
• Strong critical thinking and problem-solving capabilities.

Responsibilities

• Oversee the day-to-day operations of the service desk.
• Manage and administer ITSM ticketing tool (FreshService).
• Develop and maintain service desk ticket metrics, SLA’s, KPI’s.

Skills

Active Directory

Azure AD

OKTA

Intune (Autopilot, MAM)

Office365

JAMF

ITSM Ticketing tool

Windows Server

SharePoint

Windows 10/11

MacOS

White Glove service

Education

BS/BA in Computer Science, Information Technology

CompTIA A+, Network+, CCNA certifications

Job description

A leading entertainment technology provider is seeking an Information Technology Service Desk Manager to oversee daily operations, manage the ITSM ticketing tool, and ensure a high level of customer service. The ideal candidate will have at least 5 years of experience leading a Service Desk team and a strong background in various IT applications and technologies. This full-time role is based in Burbank, California, offering a competitive salary and comprehensive employee benefits.