ITSM Lead

About the Position

The ITSM Lead to own the IT Service Management (ITSM) practice and lead the Helpdesk function. As the company evaluates and transitions to an enterprise-class ITSM/ESM platform, this role will be central to platform selection, implementation, and ongoing maturity.

• Own and continuously mature core ITIL-aligned processes: incident, request, problem, change, knowledge, and asset/configuration management.
• Define and publish service catalog, SLAs, OLAs, and KPIs; report on service performance and drive measurable improvements.
• Lead change management as a discipline (CAB, change types, risk assessment, post-implementation review) in partnership with engineering and security stakeholders.
• Establish and operate a problem management practice that reduces recurring incidents through root cause analysis and known-error management.
• Serve as the platform owner for our ITSM/ESM tooling including configuration, workflows, integrations, and continuous improvement.
• Evaluate and select a successor ITSM/ESM platform including business case, RFP, vendor selection, and implementation.
• Migrate data model design, workflow translation, integrations (identity, monitoring, endpoint, asset, AI assistants, knowledge), data migration, training, and cutover.
• Establish a sustainable platform operating model post-migration, including release management and a roadmap aligned to business needs.
• Lead and develop a small Helpdesk team, setting performance expectations, coaching individuals, and building a culture of customer service and continuous improvement.
• Establish staffing, scheduling, and on-call models that meet SLAs and support business hours and critical-event coverage.
• Maintain a high personal bar for end-user experience and act as a working leader during incidents and peak periods as needed.
• Build and maintain a knowledge management practice that drives self-service deflection and consistent resolution quality.
• Partner with the Tech Enablement & Optimization team to introduce AI assistants (e.g., Copilot for IT support, AI-driven categorization, summarization, and triage) within the ITSM/ESM platform.
• Partner with Information Security and Compliance on ITSM controls relevant to PCI DSS and SOC 2 Type 2 (change management, access reviews, incident records, asset records).
• Supporting specialized projects on an as-needed basis as directed by the VP, Information Technology.
• Support as-hoc tasks and projects as required by departmental and company needs.

Qualifications

• 5–8 years of progressive IT experience with at least 3 years owning ITSM processes and/or an ITSM platform.
• Deep, hands-on expertise with ITIL-aligned process design and operation across incident, request, problem, change, and knowledge management.
• Proven experience as an ITSM platform owner or lead administrator on an enterprise-grade platform (e.g., ServiceNow, Jira Service Management, BMC, Ivanti, or comparable).
• Demonstrated experience leading or playing a central role in an ITSM platform migration or major implementation.
• People leadership experience or strong working leadership of a small support or operations team, with a clear approach to coaching and performance management.
• Experience operating in a regulated environment (PCI DSS, SOC 2, HIPAA, or similar) and supporting audits.
• Strong written and verbal communication; comfortable presenting service performance and roadmap to senior leadership.

Preferred

• Experience in payments, fintech, or another regulated industry.
• Experience integrating ITSM with identity (Entra ID), monitoring, endpoint, asset/CMDB, and AI assistant tooling.
• Experience selecting and implementing a successor ITSM platform from end to end (RFP through stabilization).

What We Offer

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with up to a 3% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs.
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!
• Pay Range: $110k-$130K

This position will report onsite to our offices in Calabasas, CA.