Sr. Service Desk Administrator

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

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 start out as a dual-purpose position; initially you will be deeply involved in day-to-day support troubleshooting ticket resolution and continual process improvement. As the team quickly matures you will help to recruit and manage a team of helpdesk technicians to manage the ticket workload.
In your role you will help to develop and own SLAs KPIs SOPs troubleshooting runbooks and escalation pathways working to define and deliver enterprise-level technical support and service management to the company. This role is ideal for someone who thrives in a fast-paced hybrid work environment and can bring both technical depth and a solid background in leading service desk operations.

Helpdesk Operations
Own day-to-day helpdesk operations including ticket intake triage prioritization and resolution via an ITSM platform.
Define track and report KPIs and SLA performance to Technology leadership; lead continuous improvement work based on data.
Ability to diagnose and resolve a wide range of end-user technical issues remotely and/or on-site.
Serve as the escalation point for complex sensitive or executive-level issues.
Maintain a positive and service-oriented attitude; be willing to respond to customer needs in a professional and timely manner.
Ability to work at least (1) week per month on-call and to respond to occasional after-hours incidents as may be required.
Position requires driving to site locations and some domestic travel (15-20%)

Technical Support
Manage enterprise-wide collaboration platforms (Microsoft 365 and/or Google Workspace) including user provisioning licensing security and troubleshooting.
Manage endpoints via MDM/UEM across Windows and Mac environments with hands-on experience in Microsoft Intune / Endpoint Manager or equivalent.
Triage and resolve endpoint compliance alerts and policy violations via MDM software.
Provide tier 2/3 support for Slack Salesforce NetSuite and other firm-wide SaaS offerings.
Strong ability to create and maintain IT documentation SOPs and self-service knowledge resources for staff.

Process Improvement & Reporting
Identify recurring issues and drive root cause resolution to reduce ticket volume.
Collaborate with the tech team to build and maintain a user-facing helpdesk knowledge base.
Collaborate with the Director of Information Technology on tooling decisions service delivery infrastructure projects and strategic operational improvements.

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

Required:
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.
Proven SLA ownership and KPI reporting across a helpdesk or service desk function
Experience troubleshooting computers printers/MFPs basic network connectivity issues computer peripherals tablets and mobile devices.
Operational understanding of IT security fundamentals: MFA principles of least-privilege access RBAC endpoint hygiene phishing defense.
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.
Proficient in Microsoft 365 and/or Google Workspace management (Email Collaboration Cloud File Storage) or equivalent enterprise collaboration platform.
Provide on-site support for company office locations in El Segundo North Hollywood Burbank and Chatsworth as required
Provide remote support for company manufacturing locations in Wisconsin and Nebraska
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
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 years of progressive experience in IT support or IT operations management with at least 1 year as a technical lead manager or in a senior capacity

Preferred Education: Bachelors degree

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: CompTIA A Google IT Support Microsoft Certified Azure Administrator ITIL 4 MP ITILv4 Foundations HDI-SCM SDI Service Desk Manager ISO/IEC 20000 COBIT 2019

Traveling required If yes average % of travel per year required: 25-50%

• 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 $30hr-$40hr 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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