Sr. Manager, Service Desk Lead

LA28 does not provide relocation assistance.

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The Summer Olympic and Paralympic Games will be hosted in Los Angeles, California in 2028, returning to the United States for the first time in over 30 years. 2028 will be the first time LA hosts the Paralympic Games, creating an opportunity to expand awareness, understanding and inclusion of people with disabilities.

LA28, the organizers for the 2028 Olympic and Paralympic Games in Los Angeles, is on a mission to create an unparalleled Games experience for athletes, fans, partners, our community and our people. Our vision is to collectively create what’s next through sport, community and the power of our differences.

The 2028 Olympics and Paralympics will represent LA and leverage the strength of our community’s creativity as we collectively work to design a Games that we all want to be a part of. We do this by focusing on people and by inviting everyone into the story of the LA28 Games.

The LA28 organizing committee is an independent, non-profit organization that is privately funded and governed by a board of directors. 

Values and Behaviors:

• Optimism – Embody a positive, enthusiastic, and solution-oriented attitude in everything we do; challenge the status quo, inspire and support one another to achieve our best; have our eyes on the future and believe we can make a meaningful impact
• Integrity – We communicate openly and honestly, listen, and respectfully value multiple perspectives; we do what we say and are accountable for everything we do; we do the right thing, always. Even when it isn’t easy
• Excellence – We hold ourselves to the highest standard and expectations; we live our values and truths and persevere through challenges; we are continuous learners and adapt and pivot with speed to meet changing needs
• Inclusion – We seek to represent, include, empower and level the playing field; our work reflects the communities we serve and the world in which we live; we leverage our platforms to bring awareness to issues relevant to who we are
• Co-Creation – We are authors of a shared story. Everyone contributes their unique voice to our shared mission; we share pride in our accomplishments and ownership of our shortcomings
• Boldness – We embrace creativity, courage and outside-the-box thinking; we are unafraid to take risks, explore unconventional solutions, and learn from the process; we are innovators, disruptors, and challengers of the status quo

Sr Manager, Service Desk Lead

Lead and mentor a team of technology support professionals within a fast-growing organization, always ensuring a high-level of customer service. Responsibilities will include managing the ticketing system, prioritizing and assigning tasks, and monitoring team performance to meet service level agreements (SLAs).  Reporting to the Senior Director Technology Infrastructure, you will also be responsible for developing and implementing best practices, conducting regular training sessions, and fostering a culture of continuous improvement. Additionally, you will collaborate with other IT departments to address complex issues, manage escalations, and contribute to strategic planning for IT support services.  Your expertise will be crucial in driving efficiency, enhancing user satisfaction, and maintaining a high standard of service delivery. 

Key Responsibilities:

• Manage the operations and the technicians of the central service desk  

• Ensure service desk technicians are following established incident management and service delivery procedures while adhering to SLA’s  

• Develop and maintain formal service desk operating procedures for consistency and productivity 

• Communicate changes and update procedures collaboratively within Service Delivery and across the broader Technology team 

• Lead weekly team meetings focusing on team priorities and performance, to maintain a high level of service quality 

• Contribute and participate in monthly executive briefings on the service desk operations 

• Respond to critical outages and/or requests by developing proactive solutions to help maintain a stable and secure operation 

• Draft and send org-wide communications for service outages and or changes 

• Develop support plans for rollouts requiring increased support from the Service Delivery team. 

• Lead the Onboarding and Offboarding process for the workforce (employees, contractors, and interns) working in close collaboration with the HR team 

• Create and maintain weekly schedules for the service desk team 

• Collaborate and advise other Technology teams on supporting technology services 

• Maintain and contribute to the Technology Knowledgebase, directly or working with service manager to ensure accurate and relevant content is available for the organization  

• Collaborate with Technology Service Integrator on the development and improvements of the ITSM system (ServiceNow) including reviewing and providing oversight on processes to be implemented 

• Manage the operations and the technicians of the central service desk  

• Ensure service desk technicians are following established incident management and service delivery procedures while adhering to SLA’s  

• Develop and maintain formal service desk operating procedures for consistency and productivity 

• Communicate changes and update procedures collaboratively within Service Delivery and across the broader Technology team 

• Lead weekly team meetings focusing on team priorities and performance, to maintain a high level of service quality 

• Contribute and participate in monthly executive briefings on the service desk operations 

• Respond to critical outages and/or requests by developing proactive solutions to help maintain a stable and secure operation 

• Draft and send org-wide communications for service outages and or changes 

• Develop support plans for rollouts requiring increased support from the Service Delivery team. 

• Lead the Onboarding and Offboarding process for the workforce (employees, contractors, and interns) working in close collaboration with the HR team 

• Create and maintain weekly schedules for the service desk team 

• Collaborate and advise other Technology teams on supporting technology services 

• Maintain and contribute to the Technology Knowledgebase, directly or working with service manager to ensure accurate and relevant content is available for the organization  

• Collaborate with Technology Service Integrator on the development and improvements of the ITSM system (ServiceNow) including reviewing and providing oversight on processes to be implemented 

• Assist in diagnosing problems requiring in person Interaction with the user to facilitate the resolution of technology issues; walk the user through key steps 

• Oversee the repair process of laptops, desktops, and other hardware, software, and AV by utilizing outsourced vendor support 

• Implement methodologies to improve first call resolution, manage stakeholder perceptions, and build strong internal relationships  

• Identify appropriate technology, processes and other resources with team to maximize service desk effectiveness 

• Monitor, respond, and resolve trouble tickets in the IT Service Management tool; ensure problem ownership and promote end-user satisfaction 

• Draft documentation to grow employee self-service and technical competency across the organization 

• Manage the ticket queue, act as a point of escalation on tickets as necessary; track activities of technical support specialists to whom tickets were assigned 

• Onboard, train, and mentor service desk team.  Facilitate continuous training as needed including on new services added to the service catalog. 

Background & Qualifications:

• Experience managing an IT service desk in a complex organization 

• Genuinely enjoy customer service-oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment.  

• Technical knowledge of Identity Management (Entra ID), Office 365, Cloud Based Phone Systems, experience with enterprise mobility management and mobile device management. 

• Knowledge of Microsoft and Apple software to communicate and assess issues with employees with their day-to-day support needs. 

• Hands on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software. 

• Experience in administering and implementing SaaS solutions. 

• Have in-depth knowledge of available products and solutions to address any request to empower user with competitive technical advantage. 

• Ability to patiently and efficiently perform in a fast-paced environment and handle and manage multiple workloads, priorities and deadlines. 

• Experience mentoring and coaching a team of service desk tehnicians 

Position Requirements:

Physical Requirements and Working Conditions 

• On-site role based in Downtown Los Angeles, California (4-5 days per week)
• Flexibility to work evenings and on weekends as needed   
• The majority of work will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment.
• The ability to lift and carry equipment weighing up to 50 lbs. 

Education/Training/Certifications: 

• 7+ years leading an IT service desk in a complex or growing organization  

• ITIL 3 or 4 certification required 

• Microsoft or equivalent IT certifications a plus 

• Bachelors degree or equivalent experience 

Expectations:

• Strong facilitation, training and troubleshooting skills. 

• Strong attention to detail and highly organized. 

• Well-developed analytical and problem-solving skills. 

• Possess personal drive to start a project and see it through to completion.  

• Excellent interpersonal skills including the ability to work with individuals at all levels in the organization and strong relationship building abilities. 

• Ability to effectively communicate technical issues to non-technical people. 

• Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills. 

Submission Requirements:

• Resume

The annual base salary range for this position is $115,000.00 - $130,000.00. The pay scale provided is the range that LA28 reasonably expects to pay as starting base compensation for this role. All LA28 compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28’s operational business needs and applicable law.

LA28 does not provide relocation assistance.

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LA28 is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We strive to build a team that is diverse, inclusive and encourages qualified candidates of all backgrounds, perspectives, and identities to apply. We will consider all qualified candidates with criminal histories in a manner consistent with local law. We assess applications based on relevant skills, education, and experience a candidate can add to our team.