The Role
The IT Service Desk Manager leads the IT Service Desk and Desktop Engineering teams, implementing ITIL processes and optimizing support services using ServiceNow to improve user satisfaction and operational efficiency.
Summary Generated by Built In
ABOUT CIM GROUP:
CIM is a community-focused real estate and infrastructure owner, operator, lender, and developer. Our team of experts works together to identify and create value in real assets, benefiting the communities in which we invest. Back in 1994, our three founders focused on projects in Southern California neighborhoods. Today, we are a diverse team of 900+ employees with projects across the Americas. Our projects have delivered jobs; created comfortable places to live, work, and relax; and provided necessary and sustainable infrastructure. Our focus on enhancing communities is unwavering, and we strive to make an even greater impact in the years to come. Join us and make an impact today!
POSITION PURPOSE:
The Manager of IT Support Services is responsible for leading and managing the IT Service Desk and Application Support teams to deliver high-quality technical support and customer service across the organization. This role ensures alignment with ITIL-based service management practices, drives continuous improvement, and leverages tools such as ServiceNow to optimize incident, request, and knowledge management processes. The manager will oversee day-to-day operations, develop team capabilities, and ensure timely resolution of technical issues to support business continuity and user satisfaction.
ESSENTIAL FUNCTIONS:
- Lead and manage the IT Service Desk and Application Support teams, ensuring consistent and efficient support for end-users across all locations.
- Implement and maintain ITIL-based processes for Incident Management, Request Fulfillment, Problem Management, Change Management, and Knowledge Management.
- Oversee the design and operation of our Identity and Access Management processes supporting logical access management across the company’s application portfolio.
- Oversee the configuration, optimization, and usage of ServiceNow for ticketing, reporting, and workflow automation.
- Monitor IT support services teams performance metrics (e.g., SLAs, first-call resolution, customer satisfaction) and implement improvements based on data analysis.
- Develop and maintain a comprehensive knowledge base across all areas of service to support self-service and technician efficiency.
- Collaborate with other technology teams to ensure seamless escalation and resolution of complex technical issues.
- Acts as a focal point for communicating related system problems to the company, across our support vendors and within the department.
- Manage access and software provisioning, deployment, and lifecycle support through the Desktop Engineering team.
- Ensure compliance with IT policies, procedures, and security standards.
- Lead initiatives to improve end-user experience, including onboarding/offboarding processes, remote support, and proactive issue resolution.
- Provide coaching, mentoring, and professional development opportunities for team members.
- Participate in budgeting, resource planning, and vendor management related to end-user support services.
SUPERVISORY RESPONSIBILITIES:
- Direct supervision of IT Service Desk Analysts and Application Support Analysts.
- Responsible for hiring, performance evaluations, training, and career development.
- Establish team goals and KPIs aligned with organizational objectives.
- Foster a culture of accountability, collaboration, and continuous improvement.
EDUCATION/EXPERIENCE REQUIREMENTS: (including certification, licenses, etc.)
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 6+ years of experience in IT support or service desk operations, with at least 3 years in a leadership role.
- Strong understanding of ITIL framework; ITIL Foundation certification preferred.
- Experience leading or providing application support, including Identity and Access Management.
- Hands-on experience with ServiceNow or similar ITSM platforms.
- Proven ability to manage and develop technical teams in a fast-paced environment.
- Experience supporting Windows environments, desktop hardware, and enterprise applications.
- Experience with access management and application provisioning.
- Excellent communication, problem-solving, and organizational skills.
- Experience working in a multi-site or remote support environment is a plus.
WHAT CIM OFFERS:
At CIM, we believe our success stems from our collective efforts, and we are committed to providing well-rounded support and resources for our employees. In addition to a competitive compensation plan, CIM offers a comprehensive benefits program for employees to thrive both inside and outside of work. Eligible employees can enjoy a wide range of benefits, including:- A variety of Medical, dental, and vision benefit plans
- Health Savings Account with a generous employer contribution
- Company paid life and disability insurance
- 401(k) savings plan, with company match
- Comprehensive paid time off, including: vacation days, 10 designated holidays, sick time, and bereavement leave
- Up to 16 hours of volunteer time off
- Up to 16 weeks of Paid Parental Leave
- Ongoing professional development programs
- Wellness program, including monthly and quarterly prizes
- And more!
Actual base salary considers several factors including but not limited to geography, job-related knowledge, experience, and budget. The start of the salary range is typically associated with the minimum experience required. At CIM, base pay is one part of the total compensation package. This role is eligible for bonus pay in addition to base salary. The anticipated base salary range for the position in Los Angeles, CA is $135,000 - $150,000.
HOW WE FEEL ABOUT DIVERSITY AND INCLUSION:
At CIM Group, we believe that the unique perspectives and backgrounds of our employees enhance everything we do. We are committed to fostering an inclusive environment where diversity is not only respected but celebrated. We strive to ensure that our workplace is free from discrimination and harassment, allowing everyone to contribute meaningfully and feel a sense of belonging. As an equal opportunity employer, we strictly prohibit any form of unlawful discrimination and adhere to the laws enforced by the EEOC. Our goal is to provide a safe and supportive environment where all employees can grow and make impactful contributions together.
*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on CIM Group. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.
CIM is committed to maintaining the confidentiality and privacy of your personal and financial information. Please click here for our Privacy Policy.
CIM does not accept unsolicited resumes from Agencies. Any unsolicited resumes received from Agencies will be considered property of CIM and no fees will be due or paid. If you wish to become an approved Agency with CIM or any of its Affiliates, please contact a member of the CIM Talent Acquisition Team.
Top Skills
Desktop Hardware
Enterprise Applications
Itil
Servicenow
Windows
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The Company
What We Do
CIM is a community-focused real estate and infrastructure owner, operator, lender and developer. Our in-house team of experts works together to identify and create value in real assets, benefiting the communities in which we invest. Back in 1994, our three founders focused on projects in Southern California neighborhoods. Today, we’re a diverse team of more than 990 employees with projects across the Americas. Our projects have delivered jobs; created comfortable places to live, work and relax; and provided necessary and sustainable infrastructure. Our focus on enhancing communities is unwavering, and we’re striving to make an even greater impact in the years to come.
