Senior Manager, Service Desk

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 does not provide relocation assistance

LA28 is the independent, non-profit, privately funded organizing committee for the Los Angeles 2028 Olympic and Paralympic Games. We are on a singular mission to create an Olympic and Paralympic Games that celebrate all that this city and country have to offer, delivering an unparalleled experience for athletes, fans, partners and our community.

The 2028 Games mark the return of the Summer Games to the U.S. for the first time in 32 years and Los Angeles’ third time hosting an Olympic Games and first time welcoming the Paralympic Games. This presentstheunique and exciting opportunity to celebrate our legacy with the Games and push the Olympic and Paralympic Movements forward, writing a new chapter of Games history in Los Angeles.

Putting on an Olympic and Paralympic Games is a team sport. To build a Games unlike any the world has seen before, we need the best team in place–a team full of perspectives, experiences and expertise. We are guided by the following set of values and behaviors–optimism, integrity, excellence, inclusion, co-creation and boldness–and look forward to hearing about how your past experiences align with them.

Senior Manager, Service Desk

Summary:

Reporting to the Head of IT Service Delivery, the Senior Manager, Service Desk will lead and mentor a team of technology support professionals within a fast-growing organization, always ensuring a high-level of customer service. Responsibilities will include managing the ticketing system, prioritizing and assigning tasks, and monitoring team performance to meet service level agreements (SLAs).

This role will also be responsible for developing and implementing best practices, conducting regular training sessions, and fostering a culture of continuous improvement. Additionally, you will collaborate with other IT departments to address complex issues, manage escalations, and contribute to strategic planning for IT support services.Your expertise will be crucial in driving efficiency, enhancing user satisfaction, and maintaining a high standard of service delivery.

Key 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 andmaintainformal 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, tomaintaina high levelof service quality
• Contribute andparticipatein monthly executive briefings on the service desk operations
• Respond to critical outages and/or requests by developing proactive solutions to helpmaintaina 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 thePEMteam
• Create andmaintainweekly schedules for the service desk team
• Collaborate and advise other Technology teams on supporting technology services
• Maintain and contribute to the Technology Knowledgebase, directly or working with service manager to ensureaccurateand relevant content is available for the organization
• Collaboratewith Technology Service Integrator on the development and improvements of the ITSM system (ServiceNow) including reviewing and providing oversight on processes to be implemented
• Assistin diagnosing problems requiring in person Interaction with the user tofacilitatethe resolution of technology issues; walk the user through key steps
• Oversee the repair process of laptops, desktops, and other hardware, software, and AV byutilizingoutsourced vendor support
• Implement methodologies to improve first call resolution, manage stakeholder perceptions, and build strong internal relationship
• Monitor, respond, and resolve trouble tickets in the IT Service Management tool; ensure problem ownership and promote end-user satisfaction
• Draft documentation to grow employee self-service and technical competency across the organization
• Manage the ticket queue, act as a point of escalation on tickets as necessary; track activities of technical support specialists to whom tickets were assigned
• Identify appropriate technology, processes and other resources with team to maximize service desk effectiveness
• Onboard, train, and mentor service desk team.Facilitate continuous training as needed including on new services added to the service catalog.

Background and Requirements:

• ABachelor’sdegree in atechnology discipline
• 7+ years leading an IT service desk in a complex or growing organization
• ITIL 3 or 4 certificationrequired
• Microsoft or equivalent IT certifications a plus
• Experience managing an IT service desk in a complex organization
• Strong experience with ServiceNow ITSMsolutionto manage incidents,problemsand change.
• Genuinely enjoy customer service-oriented support,possessknowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment.
• Technical knowledge of Identity Management (Entra ID), Office 365, Cloud Based Phone Systems, experience with enterprise mobility management and mobile device management.
• Knowledge of Microsoft and Apple software to communicate and assess issues with employees with their day-to-day support needs.
• Hands onknowledge of the procedures used in the installation,modificationmaintenance 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 empoweruserwith competitive technical advantage.
• Ability to patiently and efficiently perform in a fast-paced environment and handle and manage multiple workloads,prioritiesand deadlines.
• Experience mentoring and coaching a team of service desktechnicians
• Strong facilitation,trainingand 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,possessa sense ofurgencyand demonstrate critical thinking skills.

Physical requirements and Working conditions:

• Available to work onsite in our Downtown Los Angeles-based office.
• The majority ofwork will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment.
• The LA28 office is anopen floorplanworking environment; employees must be able to work efficiently in anopen cubicleenvironment.
• Hours of work may vary, including evenings, weekends, and holidays, especially during peak event periods.
• Perform other duties asrequired; the role will evolve over time and may include operational responsibilities during the Olympic and Paralympic Games.

The annual base salary range for this position is $105,000 - $140,000. The pay scaleprovidedis the range that LA28reasonably expectsto pay as starting base compensation for this role. All LA28 compensationremainssubject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28’s operational business needs and applicable law.

LA28 does not provide relocationassistance.

LA28 is committed to fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discriminationon the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. LA28 willconsiderforemployment qualified applicants with criminal historiesin a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and all applicable laws. We strive to build a team that is inclusive and encourage qualified candidates of all backgrounds, perspectives, and identities to apply. We assess applications based on relevant skills, education, and experience a candidate can add to our team.

LA2028 Inclusion: Voluntary Demographics

At LA2028, Inclusion is a core pillar of our values and behaviors. We seek out and embrace diversity of all forms, respect and value different perspectives, and strive to build a team that reflects our community. This section of the application process helps us strengthen our hiring practices by mitigating unconscious bias through anonymous data collection.

Below is a set of voluntary demographic questions that are part of LA2028's Inclusion Initiatives. If you choose to fill them out, the responses will be used in aggregate to help us identify areas for improvement in our process. Your response, or your choice not to respond, will NOT be associated with your specific application and will NOT in any way be used in the hiring decision.