Manager, Service Desk

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.  

The Role

The Manager, Service Desk ensures the efficiency and productivity of the Service Desk, leading a team that provides support for internal customers. This role focuses on team management, customer service excellence, incident and problem management, process improvement, and performance monitoring. The manager will also be responsible for developing and maintaining support processes and documentation, managing incident and request tickets, SLA reporting and asset management for all IT equipment.

What you'll do

• Team Management: Oversee and support the service desk staff, ensuring they are trained, motivated, and equipped to handle internal customer inquiries and issues effectively. Ensure that the service desk is equipped with the right tools and technologies to support its operations. Managing team resource allocation and workforce tiering structure to ensure accurate assignment of tasks to team members
• Incident Management: Manage the handling of incidents and service requests to ensure timely and effective resolution. This includes prioritizing and escalating issues as needed maintain clear and effective communication with internal customers, ensuring they are kept informed about the status of their tickets and any relevant updates.
• Performance Monitoring: Track and analyze key performance indicators (KPIs) such as response time, resolution time, internal customer satisfaction scores, and more to identify areas for improvement. Generate reports on service desk performance and trends.
• Process Improvement: Continuously improve or automate service desk processes/workflows to increase efficiency, reduce resolution times, improve readiness for future challenges and enhance internal customer satisfaction. Ensure that the service desk adheres to industry standards, best practices, and any relevant regulations or policies. Ensure that all documentation and knowledge bases are up to date and accessible.
• Stakeholder Collaboration: Work closely with other (domestic and global) departments, contractors and vendors to align the service desk's activities with broader organizational goals and initiatives. Continually seek opportunities to increase customer satisfaction, experience, and strengthen client relationships at all levels of the organization.
• Work with IT Management on business requirements/goals and translate them into technical specifications with solution proposals. Establish technology inventory baselines, monitor, and report on levels.
• Serve as an escalation point for operational and technical support for Service Desk as needed.

What Will You Bring?

• BA/BS Degree (4-year) Information Systems, Computer Sciences, or related technical field
• 5+ years IT Operations experience.
• 3+ years IT Management experience
• Must have strong knowledge and related experience with Service Desk best practices
• Ability to persistently troubleshoot a problem through resolution, with extensive experience with Microsoft technologies
• Team leadership experience and knowledge. Develop and mentor staff, set goals and track progress.
• Excellent organizational and project management skills, including ability to organize time and work on multiple tasks and follow through to completion of task or project
• This role is very client internal customer focused and requires excellent communication skills, strong attention to detail and professional image is a must
• Ability to work in a fast paced environment and prioritizing tasks.
• Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy
• Ability to follow and create strict workflow processes.
• Ability to develop and maintain positive working relationships
• Ability to work different shifts and extended hours as needed
• Ability to adapt and respond to industry changes and new challenging trends as they arrive.
• Experience with an ITSM system such as ServiceNow, Jira Service Management, or Zendesk
• Experience with Active Directory and Microsoft 365.

Pay Scale: $112,500 – $121,500

Bonus: This position is eligible for a bonus under the current bonus plan requirements.

Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings. Currently, full time employees are eligible for these benefits on the first day of employment.

*Employer does not offer work visa sponsorship for this position.

What’s in it for You?

• Extraordinary People – we’re not kidding!
• Meaningful Mission– Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
• Development and Learning – Opportunities for learning and leveling up through training and education reimbursement.
• Community & Belonging – A range of Employee Resource Groups (ERGs) that foster connection, inclusion, and professional growth. Access to meaningful volunteer opportunities and community engagement programs to make a positive impact beyond the workplace.

More about AXS

AXS, a subsidiary of AEG, sells millions of tickets each year for over 500 premier venues, sports teams, and event organizers across North America, Europe, Asia, Australia and New Zealand. Clients include First Avenue, USGA, Red Rocks Amphitheatre, Crypto.com Arena, Coachella, Stagecoach, The O2, and B.League (Japan).

Headquartered in Downtown Los Angeles, California, AXS employs more than 500 professionals in multiple locations worldwide. In each location you’ll find a team of dedicated, diverse employees (we’ve dubbed ourselves “Fanatix”) who create groundbreaking products and services in a fun, fast-paced environment. 

To learn more about our culture and values, visit: https://solutions.axs.com/careers/

More about AEG

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

We are dedicated to a diverse, inclusive and authentic workplace, so if you’re excited about this role but can't "check every box" in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.

We’re an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status. 

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship.  AEG may require an employee to perform duties outside their normal description.

AEG's policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions.  We are an equal opportunity employer and do not discriminate against applicants or employees on the basis of race, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.

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