Sr. Service Desk Specialist

Were Looking For A(n): Sr Service Desk Specialist

Location: Hybrid (El Segundo CA and/or Burbank/North Hollywood CA)

What Youll Be Doing: This role will report to the Director of Information Technology and will own the day-to-day operations performance and continuous improvement of the companys Service Desk function. As the IT organization continues to grow this role will help build and lead a scalable service desk operation including establishing ITSM compliant processes developing service standards and ensuring employees receive a consistent high-quality support experience.

You will work with the Director of Information Technology to design and implement the service desk operating model including ticket intake and prioritization SLAs KPIs escalation pathways knowledge management SOPs and reporting. You will partner closely with L2/L3 technical support resources and the broader Technology team to ensure issues are appropriately triaged escalated and resolved while identifying trends and opportunities to improve the overall employee experience and reduce recurring issues.

This role will serve as a key liaison between business units and IT ensuring technology services effectively support organizational objectives. The role is ideal for someone who enjoys building structure in a growing IT environment and brings a strong background in IT service management service desk operations technical support leadership and process improvement.

• Own the day-to-day operations and performance of the Service Desk including ticket intake triage prioritization assignment escalation and queue management through an ITSM platform.
• Establish and maintain service desk processes SLAs KPIs service standards escalation pathways and operating procedures.
• Monitor ticket volume backlog response/resolution times SLA performance and customer satisfaction; provide regular reporting and insights to Technology leadership.
• Lead continuous improvement initiatives based on service desk data employee feedback and recurring support trends.
• Establish appropriate escalation processes between the Service Desk L2/L3 technical resources and other Technology teams.
• Help build mentor and manage the Service Desk team as the function scales including hiring onboarding coaching performance management and professional development.
• Serve as the primary point of escalation for complex sensitive or executive-level support matters coordinating with the appropriate technical resources through resolution.
• Maintain a high standard of customer service and ensure the Service Desk provides a professional responsive and consistent employee experience.
• Partner with Technology leadership to establish service desk goals capacity planning staffing models and operational priorities.
• Participate in an on-call rotation and respond to occasional after-hours incidents as required.
• Travel to company locations and manufacturing sites as needed to support service delivery team operations and technology initiatives.

• Own and continuously improve ITSM processes including incident management request fulfillment problem management knowledge management and escalation workflows.
• Develop and maintain SOPs troubleshooting runbooks service standards and user-facing knowledge resources.
• Identify recurring incidents and service trends partner with technical teams on root cause analysis and drive initiatives to reduce ticket volume and improve service reliability.
• Build and maintain a user-facing Service Desk knowledge base and self-service resources.
• Evaluate and optimize ITSM workflows automation categorization prioritization and reporting within Jira Service Management or a comparable platform.
• Partner with the Director of Information Technology on ITSM tooling service delivery strategy operational improvements and technology initiatives.

• Maintain a strong technical understanding of the companys endpoint SaaS collaboration identity and workplace technology environments.
• Provide technical guidance and oversight for escalated incidents without serving as the primary resolver for routine L1/L2/L3 tickets.
• Experience with reporting and analytics tools to drive performance insights
• Understand and help oversee support for Microsoft 365 and/or Google Workspace endpoint management/MDM identity and access management and enterprise SaaS applications.
• Coordinate escalated issues involving platforms such as Slack Salesforce NetSuite Microsoft 365 and other company-wide applications.
• Partner with L2/L3 technical resources to ensure complex incidents are appropriately documented communicated and resolved within established service expectations.
• Support executive and high-priority users through a white-glove service model coordinating technical resources as needed.
• Ensure technical documentation and knowledge resources remain accurate current and accessible to the Service Desk team.

• Develop and present regular Service Desk reporting to Technology leadership including SLA performance ticket trends backlog response/resolution times customer satisfaction and recurring issues.
• Translate service desk data into actionable recommendations for staffing tooling process improvements and technology investments.
• Partner cross-functionally with HR Finance Operations and other business teams to understand support needs and improve the employee technology experience.
• Communicate effectively with executive stakeholders during high-priority incidents and service disruptions.
• Collaborate with the Director of Information Technology on broader infrastructure security service delivery and operational initiatives.

Qualifications (Note: We strongly encourage you to apply even if you dont tick ALL of these boxes.):

Required

• Proven SLA ownership and KPI reporting across a helpdesk or service desk function
• In-depth knowledge of ITIL frameworks and experience implementing best practices in service management
• Operational understanding of IT security fundamentals: MFA principles of least-privilege access RBAC endpoint hygiene phishing defense
• Proven experience in managing service desk tools and ticketing systems such as ServiceNow Zendesk or similar platforms
• Experience with Jira Service Management (JSM) or a comparable ITSM platform
• Proven ability to operate independently in a hybrid remote or distributed environment with minimal supervision
• Be in possession of a valid California drivers license with a good driving record and 3 years of driving history
• Be able to lift 50 lbs safely on a regular basis and move computers printers and other equipment
• Strong written and verbal communication skills; comfortable supporting and presenting to executive stakeholders
• Help with other duties and projects as assigned

Preferred (Nice to Have):

• ITIL Foundation experience certification and/or other demonstrated ITSM process discipline.
• Basic familiarity with best practices for hardware and software security PCI compliance CCPA GDPR and sensitive data laws
• Proficient in Microsoft 365 and/or Google Workspace management (Email Collaboration Cloud File Storage) or equivalent enterprise collaboration platform.
• Experience troubleshooting computers printers/MFPs basic network connectivity issues computer peripherals tablets and mobile devices.
• Experience providing white glove or executive-level IT support.
• Experience supporting full user lifecycle management (onboarding changes and offboarding) through HRIS and directory/IAM integrations.

Required Education: Bachelors degree or equivalent.

Required Experience: 3-5 years of IT support or IT operations experience with at least 1-2 years in a technical lead manager or senior-level operational capacity.

Preferred Experience: 5 years of progressive experience in IT support or IT operations with at least 2 years in a technical lead manager or senior-level operational capacity.

Preferred Licensure/Certification: ITILv4 ITILv4 Foundations CSDM (Certified Service Desk Manager) HDI-SCM SDI Service Desk Manager ISO/IEC 20000 COBIT 2019 CompTIA A Google IT Support

Traveling required If yes average % of travel per year required: 10-25%

• Comprehensive healthcare coverage We cover100% of premiumsfor medical dental and vision plans for employee-only plans.
• Annual bonus
• We match up to3.5% of your 401k contributions ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health daysan Employee Assistance Program free weekly yoga and meditation classes and additional mental health benefits because we take a holistic approach to your well-being.
• Invest in your future with ourEmployee Stock Ownership Plan where company contributions fund your retirement plan with company stock.Learn more.
• Reimbursements for a portion of personal cell phone and internet usagefor eligible employees.
• Professional developmentopportunitieswith mentorship continuous learning programs and performance-based pay increases empowering you to progress and excel in your career.
• Through our charity sponsorships you can make a positive impact on communities worldwide. Weve donated over$9 millionto date.
• Potential for quarterly KPI bonuses.

The base salary range is $83200-$104000 plus bonus potential.

The posted salary range in this job posting reflects data based on Californias cost of labor analysis. This salary range is subject to change per state; please clickhere to find the pay differential in your state of residence if the role is remote.

Salary is based on a wide range of factors that include relevant experience knowledge skills other job-related qualifications and geographical location.

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

A Note to Recruiting Agencies: At Golden Pet Brands we handle all hiring through our internal Talent Acquisition team. Occasionally we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this we wont pay any fees for placements. Thank you for your understanding.

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