Sr. IT Support Desk Manager (Hybrid to OC & LA)

Sr. IT Support Desk Manager – Cypress, CA – $133K – $160K DOE + 15% Discretionary Bonus
 
Orange County or South Los Angeles candidates only!!
 
Our industry-leading client is looking for your functional and technical expertise in leading geographically dispersed teams operating in a high-demand/time-sensitive environment. If you are a strong change agent looking to influence and promote organizational change and values in a high-energy environment – look no further and apply!
 
Who You Are:

• Bachelor's in Computer Science, Business, or related field experience (ITIL and ServiceNow certifications a plus!)
• 7-10 years experience managing a global, geographically dispersed Level 1 Support Desk required
• Experience developing and reporting on standard support desk metrics within ServiceNow, including ticket counts, call volume, FCR, and average resolution time
• Exceptional competence with Microsoft Office, warehouse automation products, end-user computing devices, and basic WAN and network concepts

What You'll Do:

• Lead, coach, and mentor 2 Supervisors and 20+ IT Support Analysts across North America and the UK
• Manage, direct, and coordinate support desk activities, track core metrics, and diligently ensure IM, FCR, and SLA compliance to improve customer satisfaction
• Analyze incident trends in ServiceNow and work with other departments to recommend solutions and reduce incidents
• Develop and support established policies, procedures, standards, and quality control processes to ensure responsive support capabilities

Why Work Here:

• Join a stable and leading global company that is continuously improving their systems
• Work in a company in a collaborative environment where a passion for owning your part of the process is present
• A company culture with collaboration, empowerment, teamwork, and promotions from within
• Complete benefits package, including medical, dental, vision, 401(k), and PTO

What does this position pay?
Compensation is determined by several factors, which may include skill set, experience level, and geographic location. 
The expected range for this role is $133,000 to $160,000 per year, plus between 15% and 20% discretionary bonus and annual merit review. Please note this range is an estimate, and actual pay may vary based on qualifications and experience. Complete benefits package, including medical, dental, vision, 401(k), and PTO.
 
We are looking for an experienced Sr. IT Support Desk Supervisor who is eager to deliver a positive impact while enhancing IT Support Desk processes. Please email your resume to Evelio D'Leon at edleon@provenrecruiting.com if you'd like to grow your career in an industry-leading company while working with some of the most cohesive teams in the nation. 
 
Note: We actively support and promote people of various backgrounds, from race, religion, and gender to geographical areas, university, lifestyle, and personality type. Proven Recruiting is minority-owned, majority women, and is a strong advocate for diversity and inclusion in the broader community. Apply today! 
 
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