Senior IT Service Desk Lead — Hybrid CA, SLA & KPI Focus

Golden Pet Brands; Los Angeles (CA); Hybrid; USD 83,000 - 104,000; Full time

Benefits offered by this job

Health insurance

Annual bonus

401k match

Sick days & mental health days

Employee Stock Ownership Plan

Phone reimbursement

Professional development opportunities

Charitable sponsorships

KPI bonuses

Job summary

Golden Pet Brands in California is seeking a Sr Service Desk Specialist to lead Service Desk operations, establish ITSM processes, and deliver a consistent, high-quality employee support experience.

The role reports to the Director of Information Technology and will build a scalable service desk, set SLAs and KPIs, and mentor a growing team across El Segundo or Burbank sites. Hybrid work and occasional after-hours support are required.

Qualifications

• Proven SLA ownership and KPI reporting across a helpdesk or service desk.
• In-depth knowledge of ITIL frameworks and ITSM best practices.
• Operational understanding of IT security fundamentals: MFA, least-privilege access, RBAC.
• Proven experience with service desk tools such as ServiceNow, Zendesk, or similar.
• Experience with Jira Service Management (JSM) or similar ITSM platform.
• Ability to operate independently in a hybrid, remote or distributed environment.
• Hold a valid California driver’s license with a clean driving record.
• Ability to lift 50 lbs and move equipment as needed.
• Strong written and verbal communication; comfortable with executive stakeholders.
• Willing to take on other duties and projects as assigned.

Responsibilities

• Own day-to-day Service Desk operations, triage, prioritization, and queue management via ITSM.
• Establish and maintain service desk processes, SLAs, KPIs, and escalation pathways.
• Monitor ticket metrics, backlog, response times, and customer satisfaction; report to Technology leadership.
• Lead continuous improvement initiatives using desk data and feedback.
• Establish escalation processes between Service Desk and L2/L3 resources.
• Mentor and manage the Service Desk team; hire and develop staff.
• Serve as escalation point for complex or executive support matters.
• Maintain professional, responsive employee experience across the service desk.
• Set goals, capacity planning, staffing models with Technology leadership.
• Participate in on-call rotation and after-hours incident responses.
• Travel to El Segundo, CA or Burbank sites as needed for service delivery.

Skills

SLA ownership

ITIL frameworks

ITSM tooling

ServiceNow

Jira Service Management

Executive support

Hybrid work

Communication skills

M365/enterprise apps knowledge

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Zendesk

Jira Service Management

Job description

Golden Pet Brands in California is seeking a Sr Service Desk Specialist to lead Service Desk operations, establish ITSM processes, and deliver a consistent, high-quality employee support experience.

The role reports to the Director of Information Technology and will build a scalable service desk, set SLAs and KPIs, and mentor a growing team across El Segundo or Burbank sites. Hybrid work and occasional after-hours support are required.