Sr. Service Desk Administrator

Creating a world where pets live longer, healthier lives, from their very first meal.

We’re Looking For A(n): Sr Service Desk Administrator

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

What You’ll Be Doing: 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. In your role, 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.

• 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.
• Ability to 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; be willing to respond to customer needs in a professional and timely manner.
• Ability to work at least (1) week per month on-call, and to respond to occasional after-hours incidents as may be required.
• Position requires driving to site locations and some domestic travel (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, Net Suite and other firm-wide SaaS offerings.
• Strong ability to 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.

• 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.
• Proven 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.
• Provide on-site support for company office locations in El Segundo, North Hollywood, Burbank, and Chatsworth as required
• Provide remote support for company manufacturing locations in Wisconsin and Nebraska
• Be in possession of a valid California driver's license, with a good driving record and 3 years of driving history.
• Be 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.
• Help with other duties and projects, as assigned.

• ITIL Foundation experience, certification, and/or other demonstrated ITSM process discipline.
• Basic familiarity with best practices for hardware and software security, PCI…