Real estate and infrastructure investor, owner, operator, lender and developer creating value in communities.
The Manager of IT Service Desk leads the IT Service Desk and Desktop Engineering teams to provide high‑quality technical support and customer service organization‑wide. The role aligns services with ITIL practices, drives continuous improvement, and leverages ServiceNow to optimize incident, request, and knowledge management.
Key responsibilities include implementing ITIL‑based Incident, Request, Problem, Asset, and Knowledge Management processes, overseeing ServiceNow configuration and automation, and monitoring performance metrics such as SLA compliance and first‑call resolution. The manager also maintains a comprehensive knowledge base, coordinates escalations with other IT groups, directs hardware and software provisioning, ensures policy and security compliance, and leads initiatives that improve onboarding, remote support, and proactive issue resolution. Additionally, the manager provides coaching, participates in budgeting and resource planning, and manages vendor relationships for end‑user support services.
The manager directly supervises Service Desk Analysts and Desktop Engineers, including remote staff, handling hiring, performance reviews, training, and career development. Team goals and KPIs are established to align with organizational objectives while fostering a culture of accountability, collaboration, and continuous improvement.
A bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience) is required, along with at least five years of IT support experience and two years in a leadership role. Candidates should have a strong understanding of the ITIL framework (ITIL Foundation preferred), hands‑on experience with ServiceNow, and proven ability to manage technical teams in a fast‑paced environment. Experience with Windows, desktop hardware, enterprise applications, and multi‑site or remote support is a plus, as are excellent communication and problem‑solving skills.
CIM offers a competitive compensation package that includes a base salary range of $135,000‑$150,000 for the Los Angeles location, with eligibility for bonus pay. The total rewards package is complemented by a comprehensive benefits program, professional development opportunities, and a wellness initiative designed to support employees both at work and in their personal lives.