IT Service Desk Manager

Title:                             IT Service Desk Manager

Department:              Information Technology

Status:                         Full-Time

Pay Rate:                     $85,000 - $95,000/year*

Reports to:                 Technology Services Manager

*Compensation rates vary based on job-related factors, including experience, job skills, education, and training.

The Los Angeles Dodgers Information Technology Department is seeking a highly motivated and talented individual to join our team. The candidate will be a hands-on, technically savvy, IT Service Desk Manager. The Service Desk Manager has the responsibility of managing procedures related to on-boarding and off-boarding users, identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager will also oversee the Service Desk to deliver according to best practices, while ensuring high levels of customer service quality and availability. 

Essential Duties/Responsibilities:

• Manage and mentor Service Desk support team to meet changing business priorities and requirements, implementing industry best practices while providing prompt response times and solutions
• Implement and enforce endpoint system standards, security policies, software settings, technical templates, user profiles to maintain desktop and device compliance policies
• Partner with other business and technology teams across the organization to deliver effective solutions
• Research and recommend innovative, and where possible, automated approaches, increasing efficiency, effectiveness and accuracy
• Keep current on trends and technology solutions, software and hardware for organizations of similar size and complexity, making recommendations to improve efficiency and performance
• Oversee Patch Management and security patching process on laptops, desktop, mobile devices
• Ensure that equipment inventory levels and equipment maintenance are sufficient to support staffing, break/fix, and upgrade cycles
• Develop and implement department standards for identifying, tracking and resolving client incidents and problems in a timely fashion, sometimes acting as the technical expert to resolve escalated issues
• Develop and regularly publish analytics to measure department productivity and customer satisfaction
• Monitor ticket notes, technical assistance requests and resolutions for process, procedural or technical enhancements
• Responsible for creating and managing user profiles/accounts and computer accounts, ensuring they have appropriate permissions to access the Dodger network and associated services.
• Responsible for the installation and configuration of systems and applications within the company.
• Develop training materials pertaining to computer troubleshooting and customer usage.
• Provide exceptional service to maintain positive relationships with third-party technology partners and Los Angeles Dodgers staff

Basic Requirements/Qualifications:

• Familiarity with standard IT department concepts, practices, and procedures
• Excellent written and verbal communications skills with the ability to develop relationships and influence
• Excellent time-management and project management skills to maximize staff efficiency in resolving issues while still moving forward with project work to keep the technology current
• Extensive experience working with different operating systems including Windows 10, Windows 11, MacOS, iOS, Android and various hardware form factors, including desktops, laptops, tablets, and smartphones.
• Extensive experience in Microsoft Office365 Admin, Group Policy Objects, Active Directory, PowerShell, MDM technology.
• Self-driven and highly passionate about providing excellent service
• Experience implementing and managing using ITIL or similar framework
• Proven customer-service orientation with ability to deal with all levels of employees and vendors
• Able to travel to satellite locations when necessary.
• Bachelor’s degree in computer science, Computer Information Systems or a related field or equivalent combination of education and experience in a heavy customer focus position in an organization supporting more than 300 users
• Ten years of experience in a service desk, technical support, or endpoint engineering role.
• Five years’ experience leading service desk teams

Current Los Angeles Dodgers employees should apply via the internal job board in UltiPro by following these prompts:

MENU > MYSELF > MY COMPANY > VIEW OPPORTUNITIES > select the position > CONSENT > APPLY NOW

LOS ANGELES DODGERS LLC is firmly committed to providing equal opportunity for all qualified applicants from every race, creed, and background. The Organization is also firmly committed to complying with all applicable laws and governmental regulations at the state and local levels which prohibit discrimination.

LOS ANGELES DODGERS LLC considers all applicants without regard to national origin, race, color, religion, age, sex, sexual orientation, disability, military status, citizenship status, pregnancy or related medical conditions, marital status, ancestry-ethnicity, or any other characteristic protected by applicable state or federal civil rights law. The Immigration Reform and Control Act requires that the Organization obtain documentation from every individual who is employed, which verifies their identity and authorizes their right to work in the United States.

LOS ANGELES DODGERS LLC is committed to the full inclusion of all qualified individuals. As part of this commitment, LOS ANGELES DODGERS LLC will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [email protected].