Manager, Service Desk

Backstage•Burbank, CA

27d•$115,000 - $125,000

About The Position

At Cast & Crew, we've empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies - we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools. The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater. We are a production's best ally every step of the way. #OneCastOneCrew The Service Desk Manager is responsible for overseeing the daily operations of the Service Desk team, ensuring high-quality support and service delivery to all end-users. This role involves leading and mentoring the Service Desk staff, implementing best practices, and acting as a point of escalation for complex technical issues in a fast-paced environment. The Service Desk Manager will also collaborate with other IT teams and stakeholders to enhance service desk performance and drive continuous improvement.

Requirements

Active Directory, Azure AD, OKTA, Intune (Autopilot, MAM), Office365, JAMF, ITSM Ticketing tool, Windows Server, SharePoint, Windows 10/11, MacOS, White Glove service
BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience.
5 years minimum leading and managing a Service Desk team.
Ability to handle a multitude of concurrent requests/projects while remaining calm, rational and logical.
Strong critical thinking and problem-solving capabilities.
Able to provide occasional overtime and weekend work.

Nice To Haves

ITIL v4 Foundation certification preferred.
CompTIA A+, Network+, and CCNA certifications preferred.

Responsibilities

Oversee the day-to-day operations of the service desk, ensuring prompt resolution of technical issues and requests.
Manages and administers ITSM ticketing tool (FreshService).
White Glove support
Develop, enhance and maintain service desk ticket metrics, SLA's, KPI's and reporting.
Ensure documentation, FAQ's are maintained and updated regularly and stored on team Intranet site.
Act as escalation point for complex issues that require advanced troubleshooting.
Build and maintain strong relationships with other business units and leaders.
Lead Service Desk projects.
Foster a collaborative and positive team environment.
Seeks to continuously improve and automate ticket workflow.
Serves as primary liaison to the ticketing engineering team to further improve ticketing experience.
Mature on-call rotation to ensure service desk availability compliments business requirements.
Responsible for managing and training staff members.
Contribute to major global initiatives, projects.
Ensure operational requirements are met and collaborate with other teams to investigate problems and minimize service disruption.
Experience of delivering a high level of customer service.
Experience with SOC1/SOC2 audits and evidence gathering.
Excellent organizational skills with the ability to multi-task.
Experience of working effectively within a team and collaborating with others to achieve a goal.
Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.
Drive, self-motivation and ability to work under own initiative.
Sound knowledge and experience of supporting range of current IT applications, platforms and technologies.
Ensure service tickets are created for all inquiries and requests submitted to the Service Desk.
Prepare new hardware via in house imaging system utilizing MS WDS.
Provision new user accounts, deactivate user accounts in Active Directory, Azure AD, Intune Auto Pilot, OKTA, Office 365.
Provide level 2 and 3 Helpdesk support, serve as an escalation point for all requests and incidents.
Seek out ways to automate repetitive tasks.
Partner with System Engineers on issue/incident resolution.
Maintain workstation inventories - Asset Management.
Identify problems, conduct research, isolate issues and provide solutions to software, hardware and telecommunications problems.
Able to provide occasional overtime and weekend work