Senior IT Service Desk Leader

LA28 Olympic & Paralympic Games; Los Angeles (CA); On-site; USD 105,000 - 140,000; Full time

Job summary

LA28 is seeking a Senior Manager, Service Desk in Downtown Los Angeles to lead a team of technology support professionals, ensuring timely, high-quality customer service and efficient operations. You will manage the ticketing system, prioritize tasks, and monitor performance against SLAs.

The role requires a bachelor’s in a technology discipline, 7+ years of service desk leadership, ITIL certification, and hands-on ServiceNow and Office 365 experience. Onsite work is required.

Qualifications

• Bachelor’s degree in a technology discipline.
• 7+ years leading an IT service desk.
• ITIL 3 or 4 certification required.
• Microsoft certifications a plus.
• Experience with ServiceNow ITSM.
• Knowledge of SaaS solutions.

Responsibilities

• Manage the operations and technicians of the central service desk.
• Ensure incident management procedures and SLAs are followed.
• Develop and maintain service desk operating procedures.
• Lead weekly team meetings and executive briefings.
• Collaborate across Technology teams to support services.
• Oversee onboarding and offboarding processes.

Skills

Customer service-oriented

Facilitation

Training

Analytical thinking

Problem solving

Communication

Self-motivated

Education

Bachelor’s degree in a technology discipline

Tools

ServiceNow

Entra ID

Office 365

Job description

LA28 is seeking a Senior Manager, Service Desk in Downtown Los Angeles to lead a team of technology support professionals, ensuring timely, high-quality customer service and efficient operations. You will manage the ticketing system, prioritize tasks, and monitor performance against SLAs.

The role requires a bachelor’s in a technology discipline, 7+ years of service desk leadership, ITIL certification, and hands-on ServiceNow and Office 365 experience. Onsite work is required.