Sr. Service Desk Administrator

Creating a world where pets live longer, healthier lives, from their very first meal. What You’ll Be Doing: This role will report to the Director of Information Technology and will start out as a dual-purpose position; initially, you will be deeply involved in day-to-day support, troubleshooting, ticket resolution, and continual process improvement. As the team quickly matures, you will help to recruit and manage a team of helpdesk technicians to manage the ticket workload. In your role, you will help to develop and own SLAs, KPIs, SOPs, troubleshooting runbooks, and escalation pathways, working to define and deliver enterprise-level technical support and service management to the company. This role is ideal for someone who thrives in a fast-paced, hybrid work environment and can bring both technical depth and a solid background in leading service desk operations. Helpdesk Operations Own day-to-day helpdesk operations including ticket intake, triage, prioritization, and resolution via an ITSM platform. Define, track and report KPIs and SLA performance to Technology leadership; lead continuous improvement work based on data. Ability to diagnose and resolve a wide range of end-user technical issues remotely and/or on-site. Serve as the escalation point for complex, sensitive, or executive-level issues. Maintain a positive and service-oriented attitude; be willing to respond to customer needs in a professional and timely manner. Ability to work at least (1) week per month on-call, and to respond to occasional after-hours incidents as may be required. Position requires driving to site locations and some domestic travel (15-20%) Technical Support Manage enterprise-wide collaboration platforms (Microsoft 365 and/or Google Workspace), including user provisioning, licensing, security, and troubleshooting. Manage endpoints via MDM/UEM across Windows and Mac environments, with hands-on experience in Microsoft Intune / Endpoint Manager or equivalent. Triage and resolve endpoint compliance alerts and policy violations via MDM software. Provide tier 2/3 support for Slack, Salesforce, NetSuite and other firm-wide SaaS offerings. Strong ability to create and maintain IT documentation, SOPs, and self-service knowledge resources for staff. Process Improvement & Reporting Identify recurring issues and drive root cause resolution to reduce ticket volume. Collaborate with the tech team to build and maintain a user-facing helpdesk knowledge base. Collaborate with the Director of Information Technology on tooling decisions, service delivery, infrastructure projects, and strategic operational improvements. Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.) Required: 3-5+ years of IT support or IT operations experience, with at least 1-2+ years in a technical lead, manager, or senior-level operational capacity. Proven SLA ownership and KPI reporting across a helpdesk or service desk function Experience troubleshooting computers, printers/MFPs, basic network connectivity issues, computer peripherals, tablets, and mobile devices. Operational understanding of IT security fundamentals: MFA, principles of least-privilege access, RBAC, endpoint hygiene, phishing defense. Experience with Jira Service Management (JSM) or a comparable ITSM platform. Proven ability to operate independently in a hybrid, remote or distributed environment with minimal supervision. Proficient in Microsoft 365 and/or Google Workspace management (Email, Collaboration, Cloud File Storage) or equivalent enterprise collaboration platform. Provide on-site support for company office locations in El Segundo, North Hollywood, Burbank, and Chatsworth as required Provide remote support for company manufacturing locations in Wisconsin and Nebraska Be in possession of a valid California driver's license, with a good driving record and 3 years of driving history. Be able to lift 50 lbs. safely on a regular basis and move computers, printers and other equipment. Strong written and verbal communication skills; comfortable supporting and presenting to executive stakeholders. Help with other duties and projects, as assigned. Preferred (Nice to Have): ITIL Foundation experience, certification, and/or other demonstrated ITSM process discipline. Basic familiarity with best practices for hardware and software security, PCI compliance, CCPA, GDPR, and sensitive data laws Experience providing “white glove” or executive-level IT support. Experience supporting full user lifecycle management (onboarding, changes, and offboarding) through HRIS and directory/IAM integrations. Required Education Bachelor's degree or equivalent Required Experience 3 years of progressive experience in IT support or IT operations management with at least 1 year as a technical lead, manager, or in a senior capacity Preferred Education Bachelor's degree Preferred Experience 5+ years of progressive experience in IT support or IT operations with at least 2+ years in a technical lead, manager, or senior‑level operational capacity Preferred Licensure/Certification CompTIA A+, Google IT Support, Microsoft Certified Azure Administrator, ITIL 4 MP, ITILv4 Foundations, HDI-SCM, SDI Service Desk Manager, ISO/IEC 20000, COBIT 2019 Traveling required? If yes, average % of travel per year required 25-50% Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans. Annual bonus We match up to 3.5% of your 401k contributions , ensuring your retirement savings grow alongside your career. 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being. Invest in your future with our Employee Stock Ownership Plan , where company contributions fund your retirement plan with company stock.Learn more. Reimbursements for a portion of personal cell phone and internet usage for eligible employees. Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career. Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date. Potential for quarterly KPI bonuses. The base salary range is $30hr-$40hr, plus bonus potential. The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please clickhere to find the pay differential in your state of residence if the role is remote. Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location. We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. A Note to Recruiting Agencies: At Golden Pet Brands, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding. Candidate Safety: The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Pet Brands recruiters will only contact applicants from our official company e-mail domain, (View email address on click.appcast.io ) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Pet Brands recruiters will never send you checks, or ask you to disclose personal financial details. #J-18808-Ljbffr Golden Pet Brands