CIM Group · 1 day ago
Service Desk Manager
Los Angeles, CA
Full-time
Onsite
Senior Level
$135K/yr - $150K/yr
5+ years expCIM Group is a community-focused real estate and infrastructure owner, operator, lender, and developer. The Manager of IT Service Desk is responsible for leading and managing the IT Service Desk and Desktop Engineering teams to deliver high-quality technical support and customer service across the organization, ensuring alignment with ITIL-based service management practices and driving continuous improvement.
Asset ManagementCommercial Real EstateFinanceFinancial ServicesProperty DevelopmentProperty Management
Responsibilities
Lead and manage the IT Service Desk and Desktop Engineering teams, ensuring consistent and efficient support for end-users across all locations
Implement and maintain ITIL-based processes for Incident Management, Request Fulfillment, Problem Management, Asset Management, and Knowledge Management
Oversee the configuration, optimization, and usage of ServiceNow for ticketing, reporting, and workflow automation
Monitor service desk performance metrics (e.g., SLAs, first-call resolution, customer satisfaction) and implement improvements based on data analysis
Develop and maintain a comprehensive knowledge base to support self-service and technician efficiency
Collaborate with other IT teams to ensure seamless escalation and resolution of complex technical issues
Manage hardware and software provisioning, deployment, and lifecycle support through the Desktop Engineering team
Ensure compliance with IT policies, procedures, and security standards
Lead initiatives to improve end-user experience, including onboarding/offboarding processes, remote support, and proactive issue resolution
Provide coaching, mentoring, and professional development opportunities for team members
Participate in budgeting, resource planning, and vendor management related to end-user support services
Direct supervision of IT Service Desk Analysts and Desktop Engineers, including remote team members
Responsible for hiring, performance evaluations, training, and career development
Establish team goals and KPIs aligned with organizational objectives
Foster a culture of accountability, collaboration, and continuous improvement
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
5+ years of experience in IT support or service desk operations, with at least 2 years in a leadership role
Strong understanding of ITIL framework; ITIL Foundation certification preferred
Hands-on experience with ServiceNow or similar ITSM platforms
Proven ability to manage and develop technical teams in a fast-paced environment
Experience supporting Windows environments, desktop hardware, and enterprise applications
Excellent communication, problem-solving, and organizational skills
Preferred
ITIL Foundation certification
Experience working in a multi-site or remote support environment is a plus
Benefits
A variety of Medical, dental, and vision benefit plans
Health Savings Account with a generous employer contribution
Company paid life and disability insurance
401(k) savings plan, with company match
Comprehensive paid time off, including: vacation days, 10 designated holidays, sick time, and bereavement leave
Up to 16 hours of volunteer time off
Up to 16 weeks of Paid Parental Leave
Ongoing professional development programs
Wellness program, including monthly and quarterly prizes
And more!
Company
CIM Group
CIM is a community-focused real estate and infrastructure owner, operator, lender and developer.
501-1000 employees
H1B Sponsorship
CIM Group 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 (3)
2023 (9)
2022 (3)
2021 (1)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$47.5M2023-11-27Debt Financing· $47.5M
2021-05-15Undisclosed
Leadership Team
Bernard Ryan
Managing Director, Head of Insurance Solutions
Recent News
Dallas Innovates
2025-11-24
2025-11-23
Company data provided by crunchbase