Sr. Service Desk Administrator

Location: Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA)

About the role

This role will report to the Director of Information Technology and will start out as a dual-purpose position; initially, you will be deeply involved in day-to-day support, troubleshooting, ticket resolution, and continual process improvement. As the team quickly matures, you will help to recruit and manage a team of helpdesk technicians to manage the ticket workload. You will help to develop and own SLAs, KPIs, SOPs, troubleshooting runbooks, and escalation pathways, working to define and deliver enterprise-level technical support and service management to the company. This role is ideal for someone who thrives in a fast-paced, hybrid work environment and can bring both technical depth and a solid background in leading service desk operations.

Responsibilities

• Help to recruit, train, and manage a team of IT support technicians and/or contractors with the goal of providing Enterprise-class support ticket resolution.
• Own day-to-day helpdesk operations including ticket intake, triage, prioritization, and resolution via an ITSM platform.
• Define, track and report KPIs and SLA performance to Technology leadership; lead continuous improvement work based on data.
• Diagnose and resolve a wide range of end-user technical issues remotely and/or on-site.
• Serve as the escalation point for complex, sensitive, or executive-level issues.
• Maintain a positive and service-oriented attitude; respond to customer needs in a professional and timely manner.
• Work at least one week per month on-call, and respond to occasional after-hours incidents as required.
• Drive to site locations and travel domestically (15-20%).
• Manage enterprise-wide collaboration platforms (Microsoft 365 and/or Google Workspace), including user provisioning, licensing, security, and troubleshooting.
• Manage endpoints via MDM/UEM across Windows and Mac environments, with hands-on experience in Microsoft Intune / Endpoint Manager or equivalent.
• Triage and resolve endpoint compliance alerts and policy violations via MDM software.
• Provide tier 2/3 support for Slack, Salesforce, NetSuite and other firm-wide SaaS offerings.
• Create and maintain IT documentation, SOPs, and self-service knowledge resources for staff.
• Identify recurring issues and drive root cause resolution to reduce ticket volume.
• Collaborate with the tech team to build and maintain a user-facing helpdesk knowledge base.
• Collaborate with the Director of Information Technology on tooling decisions, service delivery, infrastructure projects, and strategic operational improvements.
• Provide on-site support for company office locations in El Segundo, North Hollywood, Burbank, and Chatsworth.
• Provide remote support for company manufacturing locations in Wisconsin and Nebraska.
• Assist with other duties and projects as assigned.

Requirements

• 3-5+ years of IT support or IT operations experience, with at least 1-2+ years in a technical lead, manager, or senior-level operational capacity.
• Proven SLA ownership and KPI reporting across a helpdesk or service desk function.
• Experience troubleshooting computers, printers/MFPs, basic network connectivity issues, computer peripherals, tablets, and mobile devices.
• Operational understanding of IT security fundamentals: MFA, principles of least-privilege access, RBAC, endpoint hygiene, phishing defense.
• Experience with Jira Service Management (JSM) or a comparable ITSM platform.
• Ability to operate independently in a hybrid, remote or distributed environment with minimal supervision.
• Proficient in Microsoft 365 and/or Google Workspace management (Email, Collaboration, Cloud File Storage) or equivalent enterprise collaboration platform.
• Valid California driver's license, with a good driving record and 3 years of driving history.
• Able to lift 50 lbs. safely on a regular basis and move computers, printers and other equipment.
• Strong written and verbal communication skills; comfortable supporting and presenting to executive stakeholders.

Qualifications

Required Education: Bachelor's degree or equivalent

Required Experience: 3 years of progressive experience in IT support or IT operations management with at least 1 year as a technical lead, manager, or in a senior capacity

Preferred Education: Bachelor's degree

Preferred Experience: 5+ years of progressive experience in IT support or IT operations with at least 2+ years in a technical lead, manager, or senior-level operational capacity

• ITIL Foundation experience, certification, and/or other demonstrated ITSM process discipline.
• Basic familiarity with best practices for hardware and software security, PCI compliance, CCPA, GDPR, and sensitive data laws.
• Experience providing “white glove” or executive-level IT support.
• Experience supporting full user lifecycle management (onboarding, changes, and offboarding) through HRIS and directory/IAM integrations.

Preferred Licensure/Certification: CompTIA A+, Google IT Support, Microsoft Certified Azure Administrator, ITIL 4 MP, ITILv4 Foundations, HDI-SCM, SDI Service Desk Manager, ISO/IEC 20000, COBIT 2019

Benefits

• Comprehensive healthcare coverage – 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus.
• 401k matching up to 3.5% of contributions.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits.
• Employee Stock Ownership Plan (ESOP).
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases.
• Charity sponsorships with over $9 million donated to date.
• Potential for quarterly KPI bonuses.

Pay

The base salary range is $30/hr - $40/hr, plus bonus potential. The posted salary range reflects data based on California's cost of labor analysis and is subject to change per state.

Schedule

• Hybrid work environment.
• On-call at least one week per month.
• Occasional after-hours incident response required.
• Domestic travel required (15-20%).