Service desk technician Jobs in Los Angeles, CA

Job Description

Job Description

If you’re looking to learn from a winning information technology team and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business, we invite you to explore our Service Desk Supervisor role.

Primary Purpose and Function

The overall performance objective of the Service Desk Supervisor is to provide strong leadership, coaching and development for the Service Desk team that primarily works onsite with clients. In doing so, the Supervisor helps accomplish the mission of the firm by ensuring that customers are completely satisfied with our work and recommend us to others, employees find their jobs challenging and their work environment to be collegial and fun, and work is accomplished according to company guidelines, applicable laws and best practices. The Supervisor must have strong people management skills with the ability to lead, train, mentor and motivate the team. They must understand all processes involved within their domain and continually look for ways to enhance the overall team skillset and improve the process and workflow within their area of assignment. They must have excellent communication skills and the ability to collaborate closely and effectively with the other Service Managers on the team who oversee other sections of the Service Desk including Calls or Scheduled Tickets and Escalations. This position reports to the Director of Client Services and will be hybrid, requiring 3-4 days at our coworking space in Pasadena (or HQ office if based in the Bay Area). Candidates must be based in the Los Angeles area (preferred) or the San Francisco Bay Area.

Essential Functions and Responsibilities

Staff Management

• Meet regularly with direct reports to discuss workload, performance, projects, etc., providing coaching and employee development as necessary; this may include technical training, feedback on communication and overall customer service skills
• Conduct formal performance reviews regularly with direct reports to discuss performance, identify opportunity for improvement and goals for the year
• Participate in hire and fire decisions; this may include interviewing candidates
• Train new employees on Xantrion policies, procedures, technologies, and resources
• Set priorities and manage day to day workload ensuring that service level agreements are being met
• Manage staffing, working with the Dispatch team to ensure proper allocation of resources
• Assist in resolving day to day technical issues as needed
• Follow up on negative CSATs by reaching out directly to the client and understanding what went wrong, and how we can make it right. Funnel this feedback, as appropriate, to the technician to avoid future issues

Administrative Management

Position Requirements

Formal Education & Certification

Knowledge & Experience

Managing Windows servers in diverse environments

Personal Attributes

Performance Metrics

Performance will be based on the following information :

Physical Demands

Company Policy and Procedure Compliance

Benefits

Salary

Xantrion is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. All employment is decided on the basis of qualifications, merit, and business needs at the time.

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