Lead IT operations and service delivery in a player-coach role: manage Tier 1-3 support, own ITIL processes (incident, problem, change, SLAs), improve metrics, maintain CMDB/service catalog, manage vendors and assets, and mentor IT staff to drive continual service improvement.
We are seeking an experienced IT Manager to lead IT operations, service delivery, and governance across the organization. This role is responsible for establishing, executing, and continuously improving IT processes to ensure services are delivered in a consistent, measurable, and secure manner.
This is a player-coach role, combining hands-on technical expertise with team leadership. The ideal candidate thrives in both strategic and operational environments and is passionate about building scalable processes, improving service quality, and driving accountability across IT functions.
Key Responsibilities
IT Operations & End-User Support
- Oversee and actively participate in Tier 1–3 support
- Own and optimize Incident Management and Service Request Management processes
- Manage IT ticket queues with clear prioritization, SLAs, and escalation paths
- Improve key metrics such as First Call Resolution (FCR) and Mean Time to Resolution (MTTR)
- Ensure consistent use and maintenance of the IT knowledge base
ITIL Process Ownership & Service Management
- Act as process owner or lead contributor for:
- Incident Management
- Problem Management (root cause & trend analysis)
- Change Enablement (Change Management)
- Service Level Management (SLAs/OLAs)
- Ensure proper incident categorization, prioritization, and closure quality
- Lead Problem Management reviews to eliminate recurring issues
- Define, track, and report on IT service metrics and KPIs
- Identify trends and proactively reduce incident volume
- Drive Continual Service Improvement (CSI) initiatives
Team Leadership (Player-Coach Model)
- Lead, mentor, and develop IT support staff
- Train team members on ITIL best practices and service delivery standards
- Promote structured ticket handling, documentation, and escalation discipline
- Foster a customer-first, process-driven culture
Service Catalog, Asset & Vendor Management
- Develop and maintain a Service Catalog with defined SLAs
- Manage IT asset lifecycle and CMDB (Configuration Management Database)
- Ensure vendor services align with internal SLAs and OLAs
Required Qualifications
- 7–10+ years of IT experience with strong hands-on technical background
- 2–5 years of leadership or supervisory experience
- Proven experience working within or implementing ITIL-based environments
- Strong technical expertise in:
- Microsoft 365, Entra ID, Windows Server, Active Directory
- AWS cloud services
- Endpoint management (Intune, GPO, patching)
- ITSM tools (ServiceNow, Freshservice, Jira Service Management, etc.)
- Networking (VPNs, firewalls, routing, Wi-Fi)
- Backup and disaster recovery
- Experience with automation/scripting (PowerShell)
- Experience managing SLAs, ticket queues, and escalations
Preferred Qualifications
- ITIL Foundation certification (v4 preferred); advanced certifications a plus
- Experience in regulated environments (e.g., healthcare)
- Familiarity with compliance frameworks (ISO 27001, SOC 2, HIPAA)
Education
-
Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or related field
Similar Jobs
Artificial Intelligence • Professional Services • Business Intelligence • Consulting • Cybersecurity • Generative AI
Lead and deliver end-to-end IT internal audit and controls engagements, manage client relationships and teams, deploy risk technologies and AI, validate data integrity and compliance, identify process improvements, and mentor junior staff.
Top Skills:
AIData Analysis
Artificial Intelligence • Professional Services • Business Intelligence • Consulting • Cybersecurity • Generative AI
Lead IT-related controls assurance and readiness engagements, manage financial reporting and IT risks, drive large projects and process innovation, coach teams, and advise senior clients on digital assurance, cybersecurity, data and AI governance.
Top Skills:
AICobitCosoItil
Artificial Intelligence • Professional Services • Business Intelligence • Consulting • Cybersecurity • Generative AI
Lead IT audit engagements assessing digital environments, controls, cybersecurity, data integrity and AI systems. Manage client accounts and audit teams, plan and deliver projects, mentor staff, implement data quality validation, and recommend governance and risk improvements.
Top Skills:
AICloud EngineeringCybersecurity
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
