Manager, Service Desk

Cast & Crew • Burbank, CA

88d • $115,000 - $125,000

About The Position

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

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 complements 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.

Benefits

• Medical
• Dental
• Vision
• PTO
• Health and wellness programs
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees