TECHNICAL REQUIREMENTS:

• ITIL Certification
• 10-15 years of experience managing customer service & remote IT Support
• Extensive experience with Active Directory, Intune, JAMF, Tanium, and Office 365
• Technical knowledge of operating systems, desktop applications (Windows 10 / MS Office / Office 365/ Server 2012_16 / Exchange / Mac OS X, 11, 12)
• Sufficient understanding of VPN, Okta, Crowdstrike and other IT System tools to be able to explain on-going issues to Tier 2 & 3 teams
• Previous experience of working with Zendesk & Zoom Contact center would be beneficial
• Experience of cloud-based solutions including Office 365, Slack, Teams, Zoom

THE JOB:

This role oversees both online service desk and on-site technical teams (~25), providing hardware, software, and general IT support to staff across venues and offices. Using their ITIL certification, strong technical background in Windows and Mac environments, and expertise in Active Directory, Tanium, CrowdStrike, Intune, O365, and JAMF (with Zendesk experience preferred), they are responsible for ensuring efficient service delivery focused on SLAs, resolving high-severity issues, and delivering end-user-focused solutions.

They will lead their team in logging, tracking, and resolving issues, while maintaining up-to-date records in tools like Zendesk. The ideal candidate has strong problem-solving and customer-focused skills, with the ability to manage escalations and drive continuous improvement in IT service delivery.

This position is based in Beverly Hills, with potential for occasional remote work upon approval. Salary: $140,000 - $160,000.