IT Support Leader — Scale Operations & Excellence

Evolving Solution Services; Los Angeles (CA); On-site; USD 125,000 - 150,000; Full time

Job summary

M-Theory Group is a seasoned organization delivering scalable tech support and AI infrastructure. This on-site Los Angeles role leads the IT support operations, guiding the help desk, managed services, and field dispatch to achieve excellence in response times and customer satisfaction.

You will shape the support ecosystem, mentor a team of engineers and technicians, and drive continuous improvement across IT policies, procedures, and best practices as the company scales.

Responsibilities

• Lead and mentor IT support team, set service-level expectations and foster technical excellence
• Oversee help desk, managed services, and field dispatch coordination
• Diagnose and resolve complex hardware, software, network, and infrastructure issues
• Monitor system performance and coordinate with infra and security teams
• Manage incident escalation, troubleshooting, and documentation standards
• Partner with stakeholders to understand tech needs and improve user experience
• Implement ITSM best practices to drive efficiency and service quality
• Contribute to IT policies and continuous improvement as we scale

Job description

M-Theory Group is a seasoned organization delivering scalable tech support and AI infrastructure. This on-site Los Angeles role leads the IT support operations, guiding the help desk, managed services, and field dispatch to achieve excellence in response times and customer satisfaction.

You will shape the support ecosystem, mentor a team of engineers and technicians, and drive continuous improvement across IT policies, procedures, and best practices as the company scales.