Help Desk Supervisor

Guitar Center Stores•Westlake Village, CA

23d•$67,000 - $90,000•Hybrid

About The Position

The Desk Supervisor oversees daily Desk operations, ensuring timely, high-quality support for all end users across theanization. This role provides leadership, technical guidance, and process oversight to a distributed team of IT Support Technicians handling Level 1 - 3 incidents. The supervisor also drives service excellence through effective use of ServiceNow, performance metrics, and continuous improvement initiatives in partnership with other IT teams and business stakeholders.

Requirements

3+ years of experience in IT Service Desk or Field Support, or 5+ years of progressive IT experience with at least 2 years in a supervisory role
Strong proficiency in ServiceNow administration and reporting
Experience leading technical teams and managing performance against SLAs
Solid understanding of ITSM frameworks (ITIL, COBIT, etc.)
Strong leadership andmunication skills
Analytical and results-driven mindset
Ability to prioritize and manage multiple concurrent issues
Commitment to service excellence and continuous improvement

Nice To Haves

Experience supporting retail or POS environments
Familiarity with Zoom Center administration
Certification in an ITSM framework (ITILv3/4, MCITP, CGEIT)

Responsibilities

Lead and mentor a team of Desk Technicians across U.S. time zones (PST-EST)
Ensure timely response and resolution of support requests for retail stores, field offices, and corporate staff
Manage schedules and workload distribution to maintain SLApliance and service continuity
Foster a culture of accountability, customer service, and professional development
Serve as the primary escalation point forplex or high-priority incidents
Oversee the end-to-end incident lifecycle: triage, escalation, resolution, and closure reviews
Ensure proper ticket documentation and adnce tomunication standards
Coordinate cross-functional resources to prevent duplicated effort and ensure efficient resolution
Administer and enhance ServiceNow workflows for Incident, Request, and Problem Management
Manage the Service Catalog and Self-Service Portal to improve user experience and reduce ticket volume
Develop and maintain dashboards, scorecards, and KPI reporting on metrics such as:
Deliver regular performance reports and rmend improvement actions
Analyze recurring issues and identify opportunities for automation and process optimization
Participate in Change Management meetings and evaluate impacts on retail, corporate, and distribution operations
Collaborate with IT leadership to align Desk goals with the broader IT strategy
Oversee IT asset lifecycle: procurement, deployment, tracking, and dmissioning
Ensurepliance with security standards and patch management policies
Support audits and system integrity initiatives
Directly manage Desk staff, including hiring, training, scheduling, performance reviews, and discipline, in accordance withpany policies and laws