General Purpose:

The Los Angeles Dodgers Information Technology Department is seeking highly motivated and talented individuals to join our team. Our team is passionate about technology and focused on delivering outstanding services to our team members, fans and community. The candidate will be a hands-on, technically savvy, IT Service Desk Manager. The Service Desk Manager has the responsibility of managing procedures related to on-boarding and off-boarding of users, identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager will also oversee the Service Desk to deliver according to best practices, while ensuring high levels of customer service quality and availability.

Job Functions:

• Manages Service Desk support staff to meet changing business priorities
• Service Desk Manager will build, mentor, and maintain a customer centric team philosophy
• Develop and regularly publish analytics to measure department productivity and customer satisfaction
• Implement industry best practices for Service Desk organizations, reporting, response times, and satisfaction
• As a Service Desk Manager, you will implement and enforce desktop system standards and security policies under the direction of management
• Ability to partner with other business and technology teams across the organization to deliver effective solutions
• Research and recommend innovative, and where possible, automated approaches for administration tasks
• Service Desk Managers keep current on trends and technology solutions in similar organizations
• Service Desk Manager will have ownership of security patching process on desktop systems
• Manage and maintain equipment inventory levels to meet hiring, break/fix, and upgrade cycles
• Respond to service requests and assist with technology needs of Dodger staff and systems, providing technical support and resolution for requests, incidents, and problems Provide follow up as needed to confirm resolution of incidents and problems
• Complete detailed ticket notes listing requests to technical assistance including steps taken to resolve issues, and the specific dates/individuals involved
• Create and manage user profiles/accounts and computer accounts with appropriate permissions to access the Dodger network and associated services
• Install and configure systems and applications within the company
• Diligently organize, track, and maintain inventory, assist with making software and hardware recommendations including researching new technology products that could benefit the organization
• Participate within on-call, special events and game day support
• Assist management in creating training materials pertaining to computer troubleshooting and customer usage
• Consistently enforce company security settings, software settings and user restrictions to continuously maintain desktop and device compliance policies
• Support Patch Management for all computer systems and applications.
• Provide exceptional service to maintain positive relationships with third-party technology partners and Los Angeles Dodgers staff
• Promptly respond to and provide exceptional service and support to the executive staff

Basic Requirements/Qualifications:

• Bachelor's Degree in Computer Science, Computer Information Systems or a related field or equivalent combination of education and experience in a heavy customer focus position involving and technical knowledge of a companies' hardware and software needs within an organization supporting more than 300 users
• Familiar with standard IT department concepts, practices, and procedures
• Strong written and verbal communications skills
• Track record in leading successful desktop infrastructure design and rollout projects
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution and prioritize workload efficiently
• Extensive experience working with different operating systems including Windows 10, Mac OS, Android, and iOS
• Extensive experience in Office 365, Intune, Group Policy Objects, Active Directory, PowerShell, and JAMF
• Ability to prioritize and manage several tasks and projects efficiently
• ITIL or similar certification preferred
• 5 years previous experience managing Service Desk teams
• Self-driven and highly passionate about providing excellent service
• Experience implementing and managing using ITIL or similar framework
• Proven customer-service orientation
• Excellent organizational, priority driven, time management, analytical and communication skills

LOS ANGELES DODGERS LLC is firmly committed to providing equal opportunity for all qualified applicants from every race, creed, and background. The Organization is also firmly committed to complying with all applicable laws and governmental regulations at the state and local levels which prohibit discrimination.

LOS ANGELES DODGERS LLC considers all applicants without regard to national origin, race, color, religion, age, sex, sexual orientation, disability, military status, citizenship status, pregnancy or related medical conditions, marital status, ancestry-ethnicity, or any other characteristic protected by applicable state or federal civil rights law. The Immigration Reform and Control Act require that the Organization obtain documentation from every individual who is employed which verifies identity and authorizes their right to work in the United States.

COVID-19 Policy:

In accordance with the Los Angeles Dodgers’ policies relating to COVID-19, all newly hired employees are required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment will be required to provide proof of vaccination prior to their first day of employment. Applicants who decline to be vaccinated because of a qualifying medical condition or a sincerely held religious belief, or because they are pregnant, may be considered for a reasonable accommodation to the vaccination requirement.