Senior Manager, Service Desk

Key responsibilities:

Manage the operations and the technicians of the central service desk
Ensure service desk technicians are following established incident management and service delivery procedures while adhering to SLA’s
Develop and maintain formal service desk operating procedures for consistency and productivity
Communicate changes and update procedures collaboratively within Service Delivery and across the broader Technology team
Lead weekly team meetings focusing on team priorities and performance, to maintain a high level of service quality
Contribute and participate in monthly executive briefings on the service desk operations
Respond to critical outages and/or requests by developing proactive solutions to help maintain a stable and secure operation
Draft and send org-wide communications for service outages and or changes
Develop support plans for rollouts requiring increased support from the Service Delivery team.
Lead the Onboarding and Offboarding process for the workforce (employees, contractors, and interns) working in close collaboration with the PEM team
Create and maintain weekly schedules for the service desk team
Collaborate and advise other Technology teams on supporting technology services
Maintain and contribute to the Technology Knowledgebase, directly or working with service manager to ensure accurate and relevant content is available for the organization
Collaborate with Technology Service Integrator on the development and improvements of the ITSM system (ServiceNow) including reviewing and providing oversight on processes to be implemented
Assist in diagnosing problems requiring in person Interaction with the user to facilitate the resolution of technology issues; walk the user through key steps
Oversee the repair process of laptops, desktops, and other hardware, software, and AV by utilizing outsourced vendor support
Implement methodologies to improve first call resolution, manage stakeholder perceptions, and build strong internal relationship
Monitor, respond, and resolve trouble tickets in the IT Service Management tool; ensure problem ownership and promote end-user satisfaction
Draft documentation to grow employee self-service and technical competency across the organization
Manage the ticket queue, act as a point of escalation on tickets as necessary; track activities of technical support specialists to whom tickets were assigned
Identify appropriate technology, processes and other resources with team to maximize service desk effectiveness
Onboard, train, and mentor service desk team. Facilitate continuous training as needed including on new services added to the service catalog.
Background and Requirements:

A Bachelor’s degree in a technology discipline
7+ years leading an IT service desk in a complex or growing organization
ITIL 3 or 4 certification required
Microsoft or equivalent IT certifications a plus
Experience managing an IT service desk in a complex organization
Strong experience with ServiceNow ITSM solution to manage incidents, problems and change.
Genuinely enjoy customer service-oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment.
Technical knowledge of Identity Management (Entra ID), Office 365, Cloud Based Phone Systems, experience with enterprise mobility management and mobile device management.
Knowledge of Microsoft and Apple software to communicate and assess issues with employees with their day-to-day support needs.
Hands on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software.
Experience in administering and implementing SaaS solutions.
Have in-depth knowledge of available products and solutions to address any request to empower user with competitive technical advantage.
Ability to patiently and efficiently perform in a fast-paced environment and handle and manage multiple workloads, priorities and deadlines.
Experience mentoring and coaching a team of service desk technicians
Expectations:

Strong facilitation, training and troubleshooting skills.
Strong attention to detail and highly organized.
Well-developed analytical and problem-solving skills.
Possess personal drive to start a project and see it through to completion.
Excellent interpersonal skills including the ability to work with individuals at all levels in the organization and strong relationship building abilities.
Ability to effectively communicate technical issues to non-technical people.
Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.
Physical requirements and Working conditions:

Available to work onsite in our Downtown Los Angeles-based office.  
The majority of work will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment.   
The LA28 office is an open floorplan working environment; employees must be able to work efficiently in an open cubicle environment.   
Hours of work may vary, including evenings, weekends, and holidays, especially during peak event periods. 
Perform other duties as required; the role will evolve over time and may include operational responsibilities during the Olympic and Paralympic Games.