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IT Service Desk Manager
$125,000 - $175,000/Yr
Divergeit - Los Angeles, CA
posted 2 months ago
Full-time - Manager
Los Angeles, CA
About the position
The IT Service Desk Manager will oversee and develop the IT service desk team, supporting key offices in Los Angeles and New York, as well as remote team members. This role requires strong leadership and strategic thinking skills to ensure high-quality IT services and a positive employee experience.
Responsibilities
- Mentor and manage a diverse team of IT support engineers, including Level 1 and Level 2/3 technicians, both onsite and remote.
- Play a central role in hiring new team members.
- Document, refine, and optimize support processes, including incident management, escalation protocols, and service-level agreements.
- Oversee daily service desk operations, including workload allocation, performance tracking, and ensuring adherence to established processes.
- Establish and maintain training programs to onboard new team members and continuously update skills for existing staff.
- Maintain a comprehensive IT support documentation library, including team contact lists, escalation paths, and process guides.
- Work closely with IT leaders to ensure service level targets are met, oversee quality standards, and manage the reporting process for service reviews.
Requirements
- Proven experience as a people manager in an IT support or service desk environment, ideally with distributed teams.
- Ability to manage a mixed team structure, including local and remote staff, and experience in both hiring and transition processes.
- Strong communication and interpersonal skills, with a focus on team engagement and development.
- Demonstrated capability to implement and oversee process improvements in IT support settings.
- Comfortable working onsite at our downtown Los Angeles location.
Nice-to-haves
- Experience with IT service management tools and software.
- Certifications in ITIL or similar frameworks.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
