IT Service Desk Manager (Los Angeles)

| Culver City
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IT Service Desk Manager

Who We Are

Sweetgreen is seeking for an experienced IT Service Desk Manager who understands how to build, navigate and excel in a dynamic environment where changes are frequent/ fast to the supporting systems (multi-site restaurants, corporate computing, supply chain) and resources.

In this role, you will be responsible for supervising the Information Systems Technicians in supporting the day-to-day operations of business-critical systems.  You’ll be managing the IT Help Desk including scheduling, staffing, indicator collection and communications.

Top Goals – Within 6 months of start, understand/map and build relationships with all the customers (internal and external).  Understand all the services being provided and SLAs associated.  Establish on-boarding/off-boarding requirements/processes for any new services being introduced and once this is established, apply them to the existing services.  Gauge the amount of work to the available resources then address the gap.  Gauge the level of performance to the skillsets of available resources then address the gap.  Evaluate the current 24x7 on-call support process for improvements where SLAs are not missed.  Act as escalation point for all requests and incidents.

Your Impact

  • Build and institutionalize: a comprehensive incident response and escalation matrix which covers the full catalog of services.  Manage process for communicating outage/emergency activities to the organization.  Manage vendor relationships as it depends on daily operational needs.
  • Optimize : Improve existing tools (ZenDesk) to make it easier to isolate and resolve problems quicker.  Integrate and implement new tools to drive consistent improvements in issue resolution.  Identify key performance indicators
  • Learning : Identify continuous training/coach/mentor for members of the team.  Establish feedback-loops with customers and stakeholders to measure service level agreements and performance.
  • Documentation :  In order to ease future teammate on-boarding and knowledge sharing of complex services while mitigating the risk of tribal knowledge, within 90 days on seat, you’ll contribute to our established information architecture within Confluence and put a plan in place to realize 100% documentation of the Service Desk process/function/workflow for the entire catalog of services.
  • Knowledgebase : Oversee solution repository and ensure top quality solutions are available to the staff.

Your Accomplishments

  • 3+ years’ experience in managing a service desk using practices such as ITIL
  • Ability to coach, mentor, and guide people in their service desk careers
  • Expertise in delivering a high level of customer service across multiple technology platforms and mediums
  • Proven work experience as a help desk manager and leader
  • Experience supporting Windows and Mac laptops and desktops in a corporate environment
  • Solid technical background including experience working as a technician or systems engineer in a help desk environment
  • Experience with imaging and profile management systems

Benefits

  • Three different medical plans to suit your and your family's needs
  • Dental and Vision insurance
  • Flexible PTO plan
  • 401k; company match of 50% up to 3% of employee contribution
  • 5 months paid family leave; we believe in fully supporting new parents
  • Employee HSA and FSA
  • Complimentary greens
  • An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
  • To live the sweetlife and celebrate your passion + purpose
  • A collaborative family of people who live our core values and have your back
  • A clear career path with opportunities for development, both personally and professionally
  • Free sweetgreen swag

Engineering Culture

At sweetgreen we are focused on building a great experience for our customers and we look to constantly enhance that through empowerment of our teams to build innovative solutions. We believe that it’s a mix of individual skill and collaboration that leads to successful outcomes. There is no standard definition of what an Engineer is or does, and depending on where you’re coming from things might look a little different.

Come join the sweetlife!

sweetgreen is on a mission to build healthier communities by connecting people to real food. We passionately believe that real food should be convenient and accessible to everyone. Every day in each sweetgreen restaurant, our 4,000+ team members make food from scratch, using fresh ingredients and produce delivered that morning. And in our local communities, we’re committed to leaving people better than we found them. We’re in the business of feeding people, and we’re out to change what that means. Our people are our most valuable ingredient - the heart of our company, the face of our brand, and what truly makes the sweetgreen experience special and unique.

sweetgreen provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.

sweetgreen participates in the federal government's E-Verify program to determine employment eligibility. To learn more about the E-Verify program, please click here.

 

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • GrailsLanguages
    • GraphQLLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks

Location

Our office is positioned in the centerpiece for LA's newest creative generation, PLATFORM and directly across the street from the Metro Station.

What are sweetgreen Perks + Benefits

sweetgreen Benefits Overview

sweetgreen is committed to offering a benefit package with flexibility and options to help you live your sweetlife. Our suite of benefits includes the core options of medical, dental, and vision as well as other voluntary benefit options to help you create the benefit package that best meets the needs of you and your family.

We believe that our employees are the most important ingredients in our restaurants and aim to support you throughout your journey at sweetgreen. FAMILY FUND

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 5 months of parental leave for the primary caretaker. We believe in fully supporting new parents.
Flexible Work Schedule
sweetgreen provides employees with a flexible work schedule that includes flexible start and end times. Do what you love on *and* off the clock.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees Give back with 5 paid volunteering hours per year.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Sweetgreen has partnered with Classpass to offer a different kind of gym membership. All benefits-eligible employees receive a subsidy per month to use towards your membership.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
sweetgreen hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

FAMILY FUND

The family fund provides emergency financial aid to employees experiencing financial hardship caused by catastrophic events outside of your control, like a natural disaster or life altering personal crisis.

Every person in the sweetgreen family can elect to donate part of their paycheck to the family fund pool of money. This is the money that will be distributed to individuals who apply for funds that will help them cope with an unfortunate situation.

With your continued support, we can truly make an impact in the lives of our sweetgreen family members who are experiencing hardship.

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