Guitar Center Music Foundation · 1 month ago
IT Supervisor, Help Desk
Westlake Village, CA, 91362, United States
Full-time
Hybrid
Senior LevelGuitar Center Music Foundation is seeking a Help Desk Supervisor to oversee daily Help Desk operations and ensure high-quality support for all end users. This role involves providing leadership to a team of IT Support Technicians and driving service excellence through effective use of ServiceNow and continuous improvement initiatives.
Non-profit Organization Management
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
Required
Experience in a supervisory or leadership role within an IT Help Desk environment
Strong knowledge of IT support processes and incident management
Proficiency in using ServiceNow or similar IT service management tools
Excellent communication and interpersonal skills
Ability to manage multiple priorities and meet deadlines
Experience in performance metrics and reporting
Strong problem-solving skills and ability to analyze complex issues
Knowledge of IT asset management and compliance standards
Ability to foster a culture of accountability and customer service
Experience in training and mentoring staff
Understanding of security standards and patch management policies
Company
Guitar Center Music Foundation
The Guitar Center Music Foundation believes that music participation helps people reach the heights of human potential and is foundational to a healthy society.
Founded in 2005
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase