Manager, Service Desk

TL;DR

Manager, Service Desk (ITSM): Leading the service desk team to provide internal customer support with an accent on incident management and process automation. Focus on optimizing KPIs, maintaining SLA reporting, and ensuring seamless IT operations for internal stakeholders.

Location: Onsite in Los Angeles, CA. Employer does not offer work visa sponsorship.

Salary: $125,000

Company

hirify.global is a leading ticketing platform that connects fans with live entertainment events across the globe.

What you will do

• Oversee service desk staff, managing training, motivation, and resource allocation.
• Manage incident and request tickets to ensure timely resolution and clear internal customer communication.
• Track and analyze KPIs such as response time, resolution time, and customer satisfaction scores.
• Automate and improve service desk workflows and maintain up-to-date knowledge bases.
• Collaborate with global departments and vendors to align IT activities with organizational goals.
• Translate business requirements into technical specifications and maintain technology inventory baselines.

Requirements

• BA/BS degree in Information Systems, Computer Sciences, or a related technical field.
• 5+ years of IT Operations experience and 3+ years of IT Management experience.
• Strong knowledge of Service Desk best practices and extensive experience with Microsoft technologies.
• Experience with ITSM systems such as ServiceNow, Jira Service Management, or Zendesk.
• Proficiency with Active Directory and Microsoft 365.
• Must be based in or be able to work onsite in Los Angeles, CA.

Culture & Benefits

• Comprehensive health package including medical, dental, and vision insurance.
• Financial security with a 401k plan (3% employer match), FSA, and HSA options.
• Paid holidays, vacation, and sick time.
• Parental leave and company-paid basic life insurance.
• Professional growth through training and education reimbursement.
• Inclusive environment with Employee Resource Groups (ERGs) and community volunteer opportunities.