Associate Manager, IT Services at The Wonderful Company in Los Angeles, CA

Job description

Lead and develop the Los Angeles IT Services team, including workload management, scheduling, performance reviews, coaching, and career development. Ensure the delivery of high-quality IT support services, managing escalations and driving excellent customer satisfaction across the organization.  Provide executive and VIP support, including direct support for senior leadership and their teams. Partner with IT leadership to optimize service delivery, improve operational processes, and provide regular updates on team performance and priorities.  Collaborate with IT teams across The Wonderful Company to develop and support technology standards, policies, procedures, and strategic initiatives.  Monitor service desk metrics, analyze ticket trends, and identify opportunities for continuous improvement and operational efficiency.  Oversee endpoint lifecycle management, including workstation deployment, mobile device management, upgrades, repairs, onboarding, and offboarding activities.  Coordinate with vendors and business partners for hardware, software, and technology services procurement and support.  Maintain accurate documentation, knowledge articles, and user training materials to support IT operations and end-user adoption.  Support multi-site operations, special projects, and company events while fostering collaboration across regional IT teams Strong leadership, coaching, and team development skills with the ability to build a high-performing IT support team.  Excellent customer service, communication, and relationship-building skills, including experience supporting executives and VIP users. Strong problem-solving, troubleshooting, and decision-making abilities in a fast-paced environment.  Ability to manage multiple priorities, projects, and operational responsibilities with minimal supervision.  Experience analyzing service desk metrics and identifying opportunities to improve service delivery and operational efficiency. Hands-on knowledge of Windows and macOS operating systems, desktop hardware, software deployment, and endpoint management. Experience supporting mobile devices, including iOS and Android platforms. Strong organizational, documentation, and process improvement skills.  Ability to collaborate effectively across technical and business teams while influencing positive outcomes. Self-motivated, adaptable, and comfortable working in a dynamic, customer-focused environment Pay Range: $110,000 - $130,000 and may include a discretionary bonus. Final compensation will be dependent upon skills & experience. Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including:  24/7 online physician consultations  virtual mental health resources  life coaching  engaging employee community groups  cash rewards for healthy habits and fitness reimbursements  library of on-demand fitness videos  Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units.  Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses.  Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward.  Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace.  Building a Healthy Society:  To date, our co-Founders Lynda and Stewart Resnick, through their foundations and The Wonderful Company, have invested more than $2.5 billi