IT Services Lead — Hybrid, VIP & Exec Support

The Wonderful Company; Los Angeles (CA); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Healthcare coverage

Vision and dental plans

401k with match

Mental health resources

Mentorship program

Career advancement opportunities

Job summary

The Wonderful Company is seeking an Associate Manager, IT Services in Los Angeles. You will lead the Los Angeles IT Services team, oversee daily operations, escalations, and service delivery while partnering with IT leadership and executives. This role starts in-office five days a week, then shifts to a hybrid schedule.

You will mentor team members, focus on customer satisfaction, and drive improvements across IT services, including endpoint management and cross-team collaboration.

Qualifications

• Experience leading an IT services team and managing escalations.
• Proven ability to deliver high-quality IT support and VIP assistance.
• Strong collaboration with IT leadership and cross-functional teams.
• Experience with Windows/macOS, device deployment, and MDM.
• Excellent communication and organizational skills.
• Ability to analyze service metrics and drive improvements.

Responsibilities

• Lead and develop the Los Angeles IT Services team, including workload management, scheduling, performance reviews, coaching, and career development.
• Ensure the delivery of high-quality IT support services, managing escalations and driving excellent customer satisfaction across the organization.
• Provide executive and VIP support, including direct support for senior leadership and their teams.
• Partner with IT leadership to optimize service delivery, improve operational processes, and provide regular updates on team performance and priorities.
• Collaborate with IT teams across The Wonderful Company to develop and support technology standards, policies, procedures, and strategic initiatives.
• Monitor service desk metrics, analyze ticket trends, and identify opportunities for continuous improvement and operational efficiency.
• Oversee endpoint lifecycle management, including workstation deployment, mobile device management, upgrades, repairs, onboarding, and offboarding activities.
• Coordinate with vendors and business partners for hardware, software, and technology services procurement and support.
• Maintain accurate documentation, knowledge articles, and user training materials to support IT operations and end-user adoption.
• Support multi-site operations, special projects, and company events while fostering collaboration across regional IT teams

Skills

Leadership

Executive support

Customer service

Windows/macOS

Ticketing systems

Vendor coordination

Job description

The Wonderful Company is seeking an Associate Manager, IT Services in Los Angeles. You will lead the Los Angeles IT Services team, oversee daily operations, escalations, and service delivery while partnering with IT leadership and executives. This role starts in-office five days a week, then shifts to a hybrid schedule.

You will mentor team members, focus on customer satisfaction, and drive improvements across IT services, including endpoint management and cross-team collaboration.