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The Guitar Center Company · 1 month ago

Help Desk Supervisor

Westlake Village, CA

Full-time

Hybrid

Mid, Senior Level

$67K/yr - $90K/yr

5+ years exp

The Guitar Center Company is the world’s largest multichannel musical instrument retailer, dedicated to inspiring musicians and music lovers. The Help Desk Supervisor oversees daily Help Desk operations, providing leadership and technical guidance to a team of IT Support Technicians while ensuring high-quality support for all end users across the organization.

Retail

H1B Sponsor Likely

Hiring Manager

Chase Tenen

Responsibilities

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

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

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

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

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

Ensure compliance with security standards and patch management policies

Support audits and system integrity initiatives

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

Qualification

ServiceNow administrationITSM frameworksPerformance managementTechnical team leadershipAnalytical mindsetService excellenceCommunication skills

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)

Company

The Guitar Center Company

Glassdoor3.0

We exist so music can persist. Our family of brands has put more instruments into the hands of more people than anyone on the planet.

Founded in 1964

Westlake Village, CA, US

10001+ employees

http://www.guitarcenter.com

H1B Sponsorship

The Guitar Center Company has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (17)

2024 (7)

2023 (16)

2022 (5)

2021 (5)

2020 (6)