Sr Manager IT Service Desk

The Sr Manager, IT Service Desk leads and scales enterprise Service Desk operations, including Incident, Request, Change, Asset, and Major Incident Management. This role is a hands-on, customer-centric leader who owns the end‑user support experience across the organization and is responsible for delivering reliable, secure, and high‑quality IT services in a fast‑paced, regulated environment.

This is a hands‑on people leader who manages the Service Desk team, drives ITIL‑aligned processes, and continuously improves service delivery through automation, analytics, and modern tools (Service Now, Microsoft ecosystem, AI). The role partners closely with IT leadership, business stakeholders, and vendors to ensure operational excellence and strong customer satisfaction.

• Lead daily Service Desk operations (L1/L2, end-user computing, AV, executive support)
• Manage and develop a high‑performing Service Desk team
• Own Incident, Request, Change, Asset, and Major Incident Management processes
• Drive Service Now optimization (Incident, Request, Change, CMDB, Asset, Reporting)
• Define and report KPIs (SLAs, CSAT, trends, resolution metrics)
• Oversee endpoint (laptops, iPads) and AV system support
• Lead onboarding/offboarding and access management processes
• Partner with Security, Infrastructure, and Applications teams
• Manage vendors and third‑party service providers
• Embed security, compliance, and resilience into end‑user services
• Drive automation, AI, and chatbot adoption to improve user experience
• Communicate service performance and insights to leadership

• 8+ years in IT Service Management / End‑User Support
• Strong hands‑on experience with Service Now (Incident, Request, Change, Asset, CMDB)
• Deep working knowledge of ITIL processes (ITIL cert strongly preferred)
• Experience supporting regulated environments (biotech, pharma, life sciences, SOX/GxP, etc)
• Endpoint and workplace tech ownership (laptops, mobile devices, AV systems)
• Excellent stakeholder communication and executive‑facing skills

• Experience running Major Incident Management
• Identity & access management (Okta, Azure AD)
• Automation and scripting (Power Shell, Bash)
• Monitoring/observability tools (PRTG, New Relic)
• AI enablement experience (Microsoft Copilot, ChatGPT, virtual agents)
• Service analytics and reporting (Power BI, Tableau)
• Customer‑first, service‑oriented mindset
• Comfortable operating hands‑on while thinking strategically
• Process‑driven but pragmatic
• Confident communicator who can influence without authority
• Calm, decisive leader during incidents and outages
• Passionate about continuous improvement and team development

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.