IT Services Lead

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.

• Drive ITIL and ITSM best practices to create a professional, metric-driven service organization.
• Manage day-to-day service delivery and ensure exceptional customer satisfaction.
• Ensure executive support issues are prioritized and handled with discretion and urgency.
• Partner with other IT teams to coordinate incident resolution, patching, and change management.
• Lead remote site visits (occasional travel) for hardware or software deployments.
• Provide hands-on support for escalated workstation, Office 365, and mobile device issues.
• Manage vendors and third-party service providers to maintain high-quality, cost-effective performance.
• 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.
• Lead and mentor the IT Services team responsible for help desk, workstation management, and mobile support.
• Plan and execute software rollouts, hardware refreshes, and endpoint upgrades.
• Oversee rollout and optimization of a new IT service management platform (e.g., ServiceNow).

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.

Corporate HQ setting with occasional travel to manufacturing or distribution sites. Plant visits may involve exposure to typical industrial conditions.

• Experience managing vendors and outsourced support partners.
• Project management experience for software and hardware deployments.
• 8+ years in IT Service Management or Help Desk operations supporting 1,000+ users across distributed locations.
• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
• 4+ years managing a team of at least four people.
• Deep familiarity with IT service management platforms (ServiceNow or equivalent) and service performance metrics.
• Expertise with Microsoft environments — Windows, Office 365, Exchange, Active Directory / Entra ID, SCCM / Intune.
• Hands-on leadership in a collaborative, Microsoft-based environment.
• Strong leadership, communication, and customer-service mindset.
• Ability to thrive in a distributed environment — leading onsite teams while collaborating with and providing support for remote sites.
• Solid grasp of networking, mobile, and wireless technologies.

$140,000 – $165,000 + Comprehensive Benefits

Los Angeles, CA | Onsite 4 Days / Remote Fridays

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