IT Supervisor, Help Desk

Important: This role is based either out of our Westlake Village, CA corporate offices or Kansas City distribution center on a hybrid scheduled (3 days per week onsite). 

Job Title: Help Desk Supervisor  

Department: IT - Westlake Village or Kansas City 

Reports To: Senior Manager, Technology Support 

About The Role: 

The Help Desk Supervisor oversees daily Help Desk operations, ensuring timely, high-quality support for all end users across the organization. This role provides leadership, technical guidance, and process oversight to a distributed team of IT Support Technicians handling Level 1 - 3 incidents. The supervisor also drives service excellence through effective use of ServiceNow, performance metrics, and continuous improvement initiatives in partnership with other IT teams and business stakeholders. 

What You'll Do

Leadership & Operations 

• Lead and mentor a team of Help Desk Technicians across U.S. time zones (PST–EST) 

• Ensure timely response and resolution of support requests for retail stores, field offices, and corporate staff 

• Manage schedules and workload distribution to maintain SLA compliance and service continuity 

• Foster a culture of accountability, customer service, and professional development 

Incident & Request Management 

• Serve as the primary escalation point for complex or high-priority incidents 

• Oversee the end-to-end incident lifecycle: triage, escalation, resolution, and closure reviews 

• Ensure proper ticket documentation and adherence to communication standards 

• Coordinate cross-functional resources to prevent duplicated effort and ensure efficient resolution 

ServiceNow Administration & Reporting 

• Administer and enhance ServiceNow workflows for Incident, Request, and Problem Management 

• Manage the Service Catalog and Self-Service Portal to improve user experience and reduce ticket volume 

• Develop and maintain dashboards, scorecards, and KPI reporting on metrics such as: 

• Resolution time by priority 

• First-call resolution rate 

• SLA adherence 

• Customer satisfaction (CSAT) 

• Deliver regular performance reports and recommend improvement actions 

Continuous Improvement & Collaboration 

• Analyze recurring issues and identify opportunities for automation and process optimization 

• Participate in Change Management meetings and evaluate impacts on retail, corporate, and distribution operations 

• Collaborate with IT leadership to align Help Desk goals with the broader IT strategy 

Asset & Compliance Management 

• Oversee IT asset lifecycle: procurement, deployment, tracking, and decommissioning 

• Ensure compliance with security standards and patch management policies 

• Support audits and system integrity initiatives 

Supervisory Responsibilities 

• Directly manage Help Desk staff, including hiring, training, scheduling, performance reviews, and discipline, in accordance with company policies and laws 

Qualifications:

To Join Our Band, You’ll Need 

Required: 

• 3 years of experience in IT Service Desk or Field Support, or 5 years of progressive IT experience with at least 2 years in a supervisory role 

• Strong proficiency in ServiceNow administration and reporting 

• Experience leading technical teams and managing performance against SLAs 

• Solid understanding of ITSM frameworks (ITIL, COBIT, etc.) 

Preferred: 

• Experience supporting retail or POS environments 

• Familiarity with Zoom Contact Center administration 

• Certification in an ITSM framework (ITILv3/4, MCITP, CGEIT) 

Core Competencies 

• Strong leadership and communication skills 

• Analytical and results-driven mindset 

• Ability to prioritize and manage multiple concurrent issues 

• Commitment to service excellence and continuous improvement 

Pay Rate: $67,000 – $90,000 annually, depending on experience and qualifications.  
This position is not eligible for participation in the Guitar Center Company bonus program.  
Actual compensation may vary based on experience, education, and other factors. Pay ranges are provided in accordance with state laws and may differ by location.  

About Guitar Center  

At Guitar Center, we live and breathe creativity, collaboration, and the power of music. Our mission is to inspire and equip musicians and music lovers to find their sound and share it with the world. Whether in our stores, contact centers, distribution hubs, or corporate offices, our team is united in one goal: to fill the world with more music.  

Join Us  

• Become part of the world’s largest multichannel musical instrument retailer.  

• Work within a collaborative, high-impact finance organization that drives innovation and transformation.  

• Grow your career in an environment that values creativity, integrity, and passion.  

Guitar Center is an Equal Opportunity Employer. Employment decisions are based on valid job-related criteria and are made without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws.  

If you require reasonable accommodation to apply for or perform this job, please contact recruiting@guitarcenter.com.   

Salary : $90,000