Senior IT Service Desk Lead

LA28; Los Angeles (CA); Hybrid; USD 105,000 - 140,000; Full time

Job summary

LA28, based in Los Angeles, seeks a Senior Manager, Service Desk to lead a team of technology support professionals, ensuring a high level of customer service and SLA compliance.

Reporting to the Head of IT Service Delivery, you will develop and implement best practices, train staff, handle escalations, and collaborate with other IT teams on ServiceNow processes and ITSM improvements. This onsite role requires 7+ years of IT service desk leadership and ITIL certification.

Qualifications

• Bachelor’s degree in a technology discipline
• 7+ years leading an IT service desk in a complex or growing organization
• ITIL 3 or 4 certification required
• Microsoft or equivalent IT certifications a plus
• Experience managing an IT service desk in a complex organization
• Strong experience with ServiceNow ITSM solution to manage incidents, problems and change
• Genuinely enjoy customer service-oriented support, possess knowledge across a wide range of technical topics
• Knowledge of Identity Management (Entra ID), Office 365, Cloud Based Phone Systems, enterprise mobility management and mobile device management
• Hands on knowledge of the procedures used in installation, modification maintenance and repair of IT hardware and software
• Experience in administering and implementing SaaS solutions
• Have in-depth knowledge of available products and solutions to address any request to empower user with competitive technical advantage
• Ability to patiently and efficiently perform in a fast-paced environment and handle multiple workloads, priorities and deadlines
• Experience mentoring and coaching a team of service desk technicians
• Strong facilitation, training and troubleshooting skills
• Strong attention to detail and highly organized
• Well-developed analytical and problem-solving skills
• Possess personal drive to start a project and see it through to completion
• Excellent interpersonal skills including the ability to work with individuals at all levels in the organization and strong relationship building abilities
• Ability to effectively communicate technical issues to non-technical people
• Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills

Responsibilities

• Manage the operations and the technicians of the central service desk
• Ensure service desk technicians are following established incident management and service delivery procedures while adhering to SLA’s
• Develop and maintain formal service desk operating procedures for consistency and productivity
• Communicate changes and update procedures collaboratively within Service Delivery and across the broader Technology team
• Lead weekly team meetings focusing on team priorities and performance
• Contribute and participate in monthly executive briefings on the service desk operations
• Respond to critical outages and/or requests by developing proactive solutions to help maintain a stable and secure operation
• Draft and send org-wide communications for service outages and or changes
• Develop support plans for rollouts requiring increased support from the Service Delivery team
• Lead the Onboarding and Offboarding process for the workforce (employees, contractors, and interns) working in close collaboration with the PEM team
• Create and maintain weekly schedules for the service desk team
• Collaborate and advise other Technology teams on supporting technology services
• Maintain and contribute to the Technology Knowledgebase, ensuring content is available for the organization
• Collaborate with Technology Service Integrator on the development and improvements of the ITSM system (ServiceNow) including reviewing and providing oversight on processes
• Assist in diagnosing problems requiring in-person interaction with the user to facilitate resolution
• Oversee the repair process of laptops, desktops, and other hardware, software, and AV by utilizing outsourced vendor support
• Implement methodologies to improve first call resolution and end-user satisfaction
• Monitor, respond, and resolve trouble tickets in the ITSM tool; promote ownership
• Draft documentation to grow employee self-service and technical competency
• Manage the ticket queue and escalation as necessary; track activities of service desk staff
• Identify resources with team to maximize service desk effectiveness
• Onboard, train, and mentor service desk team; provide ongoing training

Skills

IT service desk leadership

ITIL certification

ServiceNow ITSM

Identity Management (Entra ID)

Office 365

Cloud Based Phone Systems

enterprise mobility management

mobile device management

Microsoft and Apple software

Education

Bachelor’s degree in a technology discipline

Tools

ServiceNow ITSM

Job description

LA28, based in Los Angeles, seeks a Senior Manager, Service Desk to lead a team of technology support professionals, ensuring a high level of customer service and SLA compliance.

Reporting to the Head of IT Service Delivery, you will develop and implement best practices, train staff, handle escalations, and collaborate with other IT teams on ServiceNow processes and ITSM improvements. This onsite role requires 7+ years of IT service desk leadership and ITIL certification.