Associate Manager, IT Services

The Wonderful Company•Los Angeles, CA

13d•Hybrid

About The Position

The Associate Manager, IT Services leads the Los Angeles IT Services team and ensures high-quality technical support throughout the organization. The role combines hands-on technical leadership with people management, including oversight of daily operations, service delivery, escalations, and team development. The Associate Manager partners with IT leadership, business stakeholders, and executive staff to maintain reliable technology services, improve operational efficiency, and support strategic IT initiatives. The position also promotes customer satisfaction, mentors team members, and fosters collaboration across IT teams. The position is based at the company’s West Los Angeles, California office. It begins with five days per week in the office, then transitions to a hybrid schedule: onsite Monday through Wednesday and remote on Thursdays and Fridays.

Requirements

Strong leadership, coaching, and team development skills, with the ability to build a high-performing IT support team.
Excellent customer service, communication, and relationship-building skills, including experience supporting executives and VIP users.
Strong problem-solving, troubleshooting, and decision-making abilities in a fast-paced environment.
Ability to manage multiple priorities, projects, and operational responsibilities with minimal supervision.
Experience analyzing service desk metrics and identifying opportunities to improve service delivery and operational efficiency.
Hands-on knowledge of Windows and macOS operating systems, desktop hardware, software deployment, and endpoint management.
Experience supporting mobile devices, including iOS and Android platforms.
Strong organizational, documentation, and process improvement skills.
Ability to collaborate effectively across technical and business teams while influencing positive outcomes.
Self-motivated and adaptable, with comfort working in a dynamic, customer-focused environment.

Responsibilities

Lead and develop the Los Angeles IT Services team, managing workload, scheduling, performance reviews, coaching, and career development.
Ensure high-quality IT support, manage escalations, and promote customer satisfaction across the organization.
Provide executive and VIP support, including direct support for senior leadership and their teams.
Partner with IT leadership to optimize service delivery, improve operational processes, and provide updates on team performance and priorities.
Collaborate with IT teams to develop and support technology standards, policies, procedures, and strategic initiatives.
Monitor service desk metrics, analyze ticket trends, and identify opportunities for continuous improvement and operational efficiency.
Oversee endpoint lifecycle management, including workstation deployment, mobile device management, upgrades, repairs, onboarding, and offboarding.
Coordinate with vendors and business partners on procurement and support for hardware, software, and technology services.
Maintain documentation, knowledge articles, and user training materials for IT operations and end-user adoption.
Support multi-site operations, special projects, and company events while fostering collaboration across regional IT teams.

Benefits

Medical coverage
Vision insurance
Dental insurance
401(k) with match eligibility
24/7 online physician consultations
Virtual mental health resources
Life coaching
Employee community groups
Cash rewards for healthy habits
Fitness reimbursements
On-demand fitness videos
Career advancement and internal mobility opportunities
Learning and development resources, including leadership training, webinars, and eLearning courses
Company-wide mentorship program
Continuous improvement training
Company-provided funds for charitable contributions through Wonderful Giving
Opportunities to participate in community service projects through Wonderful Neighbor
Discretionary bonus