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itil incident management servicenow knowledge management slas📋 Description
- Lead IT Service Desk and Desktop Engineering teams across locations.
- Implement ITIL-based Incident, Request, Problem, Asset, and Knowledge Management.
- Oversee ServiceNow for ticketing, reporting, and workflow automation.
- Monitor SLAs, first-call resolution, and customer satisfaction; drive improvements.
- Develop and maintain a knowledge base for self-service and agents.
- Lead onboarding/offboarding, remote support, and proactive issue resolution.
🎯 Requirements
- Bachelor's degree in IT, CS, or related field (or equivalent).
- 5+ years in IT support or service desk, with at least 2 years in leadership.
- Strong ITIL knowledge; ITIL Foundation cert preferred.
- Hands-on ServiceNow or similar ITSM experience.
- Proven ability to manage and develop technical teams.
- Experience with Windows environments, desktop hardware, and enterprise apps.
🎁 Benefits
- Base salary range in Los Angeles: $135,000 - $150,000.
- Eligible for bonus in addition to base salary.
- Medical, dental, and vision with employer HSA contribution.
- Company-paid life and disability insurance.
- 401(k) with company match.
- Paid time off: vacation, holidays, sick time, bereavement, and parental leave.
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