IT Services Lead

Overview

Lead IT services, help desk, endpoint support for 1,000+ users across HQ, plants and sites

Key Responsibilities

• service delivery
• vendor management
• endpoint upgrades
• servicenow rollout
• escalated support
• team leadership

Tasks

This role is perfect for a hands-on IT service leader who thrives on improving systems, people, and processes. You’ll lead the help desk and endpoint support functions that keep more than 1,000 users productive across our corporate HQ, 17 manufacturing plants, and multiple distribution centers. -Manage day-to-day service delivery and ensure exceptional customer satisfaction. -Manage vendors and third-party service providers to maintain high-quality, cost-effective performance. -Lead and mentor the IT Services team responsible for help desk, workstation management, and mobile support. -Develop and document standard operating procedures and service policies. -Monitor key metrics and proactively manage performance: ticket resolution time, SLAs, CSAT scores, and escalation trends. -Provide hands-on support for escalated workstation, Office 365, and mobile device issues. -Plan and execute software rollouts, hardware refreshes, and endpoint upgrades. -Partner with other IT teams to coordinate incident resolution, patching, and change management. -Drive ITIL and ITSM best practices to create a professional, metric-driven service organization. -Ensure executive support issues are prioritized and handled with discretion and urgency. -Oversee rollout and optimization of a new IT service management platform (e.g., ServiceNow). -Lead remote site visits (occasional travel) for hardware or software deployments.

Requirements

• servicenow
• bachelor's
• microsoft
• leadership
• itsm
• project management

What You Bring

Corporate HQ setting with occasional travel to manufacturing or distribution sites. Plant visits may involve exposure to typical industrial conditions. It’s a mix of leadership, mentorship, and problem-solving — ideal for someone who knows what great IT service looks like and wants to build it. -Strong leadership, communication, and customer-service mindset. -Deep familiarity with IT service management platforms (ServiceNow or equivalent) and service performance metrics. -Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience). -Expertise with Microsoft environments — Windows, Office 365, Exchange, Active Directory / Entra ID, SCCM / Intune. -Ability to thrive in a distributed environment — leading onsite teams while collaborating with and providing support for remote sites. -Hands-on leadership in a collaborative, Microsoft-based environment. -Experience managing vendors and outsourced support partners. -4+ years managing a team of at least four people. -Solid grasp of networking, mobile, and wireless technologies. -8+ years in IT Service Management or Help Desk operations supporting 1,000+ users across distributed locations. -Project management experience for software and hardware deployments.

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Benefits

Los Angeles, CA | Onsite 4 Days / Remote Fridays $140,000 – $165,000 + Comprehensive Benefits -Onsite 4 days per week in Los Angeles; remote Fridays for focused work. -Opportunity to modernize and shape a growing IT service function across 20+ locations. -Competitive pay ($140K–$165K) plus comprehensive benefits. -Supportive leadership team that values execution, professionalism, and innovation.

About Jm Eagle

-Produces a wide range of high-performance pipes for water, sewer, and industrial applications. -Operates state-of-the-art facilities across the U.S. and serves markets worldwide, focusing on utility, industrial, and infrastructure projects. -Typical projects include water treatment plants, sewer systems, and large-scale industrial installations. -Committed to providing cost-effective and sustainable solutions for construction and utilities sectors. -Products resist corrosion, making them ideal for long-term infrastructure projects. -Known for pioneering advanced manufacturing techniques that increase product strength while reducing costs. -A trusted partner for municipalities, contractors, and engineers globally.

Sector Specialisms