Senior Manager, Service Desk (ServiceNow)

Location: Onsite in the Downtown Los Angeles office, Los Angeles, California, United States. Work hours may include evenings, weekends, and holidays during peak event periods. Relocation assistance is not provided.

Annual base salary: $105,000–$140,000.

Company

hirify.global is an independent, non-profit, privately funded organizing committee responsible for the Los Angeles 2028 Olympic and Paralympic Games.

What you will do

• Manage the central service desk, technician operations, ticket queue, schedules, escalations, and service quality.
• Ensure adherence to incident management, service delivery procedures, and service level agreements.
• Develop operating procedures, knowledge base content, employee self-service documentation, and support plans for technology rollouts.
• Lead onboarding and offboarding for employees, contractors, and interns in collaboration with the PEM team.
• Collaborate with Technology teams and the Technology Service Integrator to improve ServiceNow ITSM processes.
• Respond to outages, oversee hardware and software repairs, troubleshoot user issues, and drive first-call resolution.

Requirements

• Bachelor’s degree in a technology discipline and 7+ years of experience leading an IT service desk in a complex or growing organization.
• ITIL 3 or 4 certification required.
• Strong experience with ServiceNow ITSM for incident, problem, and change management.
• Experience mentoring and coaching service desk technicians, conducting training, and communicating technical issues to non-technical users.
• Technical knowledge of Entra ID, Office 365, cloud-based phone systems, enterprise mobility management, mobile device management, and Microsoft and Apple software.
• Ability to work onsite in the Downtown Los Angeles office.

Nice to have

• Microsoft or equivalent IT certifications.
• Experience administering and implementing SaaS solutions.

Culture & Benefits

• Work in a fast-growing organization delivering the Los Angeles 2028 Olympic and Paralympic Games.
• Values include optimism, integrity, excellence, inclusion, co-creation, and boldness.
• Open-floorplan office environment with extended computer, phone, and office-equipment use.
• Operational responsibilities may evolve during the Olympic and Paralympic Games.