Lead IT Service Desk & Ops (Hybrid CA)

Golden Pet Brands

El Segundo (CA)

Hybrid

USD 41,000 - 55,000

Full time

14 days+

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Benefits offered by this job

Healthcare coverage

Annual bonus

401k matching

Mental health days

Employee stock plan

Cell phone stipend

Professional development

Charity sponsorships

KPI bonuses

Job summary

Golden Pet Brands is seeking a Sr Service Desk Administrator to lead IT support operations in a hybrid environment (El Segundo, CA and/or Burbank/North Hollywood, CA). You will own SLAs, drive KPI reporting, and help shape runbooks, escalation paths, and enterprise-level service management.

You’ll build and manage a growing helpdesk team, provide tier 2/3 support for key SaaS platforms, and collaborate with IT leadership to deliver reliable managed services across Windows, Mac, and cloud tools

Qualifications

3-5+ years of IT support or IT operations experience, with at least 1-2+ years in a technical lead, manager, or senior-level operational capacity.
Proven SLA ownership and KPI reporting across a helpdesk or service desk function
Experience troubleshooting computers, printers/MFPs, basic network connectivity issues, computer peripherals, tablets, and mobile devices.
Operational understanding of IT security fundamentals: MFA, least-privilege access, RBAC, endpoint hygiene, phishing defense.
Experience with Jira Service Management (JSM) or a comparable ITSM platform.
Proven ability to operate independently in a hybrid, remote or distributed environment with minimal supervision.
Proficient in Microsoft 365 and/or Google Workspace management or equivalent enterprise collaboration platform.
Provide on-site support for El Segundo, North Hollywood, Burbank, and Chatsworth; remote support for Wisconsin and Nebraska
Be in possession of a valid California driver’s license with a good driving record
Be able to lift 50 lbs. safely and move equipment.
Strong written and verbal communication skills; comfortable presenting to executives.

Responsibilities

Own day-to-day helpdesk operations including ticket intake, triage, prioritization, and resolution via an ITSM platform.
Define, track and report KPIs and SLA performance to Technology leadership; lead continuous improvement work based on data.
Diagnose and resolve a wide range of end-user technical issues remotely and on-site.
Serve as the escalation point for complex, sensitive, or executive-level issues.
Maintain a positive, service-oriented attitude and respond to customer needs professionally and promptly.
Be available for on-call at least one week per month and occasional after-hours incidents; travel domestically as needed.
Travel to site locations and support company locations as required.