Manager, IT Service Desk

I. Job Summary | Major goals and objectives.

Reporting to the Senior Director, IT, manage a team of IT Service Desk technicians located in various offices throughout the country and Provide in-person support for our LA office. The role supports our internal customers with desktop support issues primarily on-site, and remotely as needed. Support may take place in person, via phone, or Zoom. The role is responsible for ensuring proper in-office staffing levels. This is an on-site role.

II. Essential Job Functions

Accountabilities, Actions and Expected Measurable Results

• Manage a team of 6 IT Service Desk technicians located in offices throughout the US.

• Provide in-person tech support for the LA office.

• Oversee management of the IT offices, workspaces, and storage facilities that fall under this role’s domain.

• Work closely with the IT Service Desk team to ensure proper ticket ingestion and ticket flow throughout different IT groups.

• Manage ticketing systems and queues for each location to coordinate workload for all technicians while providing exceptional resolution times.

• Ensure enforcement of team SLAs.

• Focus on automation and efficiency of existing and new processes and workflows. Oversee the implementation of enhancements.

• Provide a point of escalation for desktop issues, including after-hour and weekend support for business-critical functions.

• Monitor and track incident trends for each location to ensure proper escalation and responsiveness.

• Provide backup support for conference room and Zoom support.

• Participate in On-Duty rotation to manage our various On-Duty teams covering Walkup support, Slack, and ticket management.

• In conjunction with IT management and peers, create and maintain team documentation and playbooks.

• Work with and assist other IT Service Desk teams with end-user support as needed.

• Manage hardware repairs with vendors.

• Assist with asset management. Oversee management and auditing of hardware inventory.

• Provide printer support.

• Specifically assigned responsibilities beyond end-user support

• Assist with ad-hoc and team projects as needed.

  
  

III. Minimum Qualifications and Job Requirements | All must be met to be considered.

Education: Bachelor’s degree preferred

Experience: Minimum of 7 years of experience in a technical support role, 3 years people management.

Specific Knowledge, Skills and Abilities: 

• Outstanding customer service powers

• macOS and Windows 10/11 proficiency

• Mac and PC hardware troubleshooting

• Knowledge of Google Workspace and Office 365

• Basic networking skills

• Basic user administration skills (Via Okta or Active Directory)

• Exceptional troubleshooting skills

• Ability to work in a rapidly changing environment

• Strong desire to learn new technologies and systems

• Zoom and Zoom room support experience

• Comfortable working with ticketing systems such as Jira Service Management

• Ability to work occasionally after hours and on weekends for maintenance and as part of our on-call rotation.

• Industry certifications are a plus

% Travel Required (Approximate): 10-15%