AAA Auto Club Enterprises · 7 hours ago
ACE IT Supervisor Service Desk
Costa Mesa, CA
Full-time
Onsite
Mid, Senior Level
$110K/yr - $146K/yr
3+ years expAAA Auto Club Enterprises is the largest federation of AAA clubs in the nation, seeking a proactive ACE IT Services Supervisor to oversee the Service Desk operations. This role involves leading a team to deliver high-quality technical support, driving process improvements, and enhancing the end-user experience.
Insurance
Responsibilities
Lead and mentor Service Desk staff, providing coaching, performance feedback, and professional development
Oversee daily operations to ensure timely response, accurate troubleshooting, and consistent service quality
Collaborate with technical teams and business partners to develop, refine, and implement solutions that support service recovery and operational efficiency
Monitor incident trends, identify root causes, and implement corrective actions to improve reliability and reduce repeat issues
Analyze, diagnose, and resolve complex technical problems; recommend scalable, innovative solutions and escalate effectively when needed
Ensure accurate documentation of incidents, resolutions, and troubleshooting steps in the ITSM platform
Drive continuous improvement initiatives, including automation, self‑service, and workflow optimization
Support onboarding activities, ensuring new hires receive structured training, access to tools, and clear expectations
Maintain strong communication with stakeholders, providing updates on service performance, risks, and improvement plans
Perform root cause analysis and implement corrective actions to improve reliability, consistency, and overall computing experience for end users
Coordinate with cross functional departments to resolve technical issues and support enterprise initiatives
Develop and maintain playbooks for supported systems, applications, and processes to strengthen Service Desk capabilities and promote user self-service
Lead internal and external escalations as necessary for critical/chronic service deficiencies, analyze staffing levels to provide recommendations to improve call metrics, and publish operational reports summarizing overall service levels and work trends
Qualification
Required
3+ years proven experience in a technical support or service desk environment, with leadership or supervisory responsibilities
Proven ability to analyze complex issues, identify root causes, and implement scalable solutions
Demonstrated ability to develop scalable solutions and drive process improvements
Strong leadership, communication, and interpersonal skills
Experience coordinating with cross functional teams to resolve technical challenges
Ability to create and maintain documentation, playbooks, and knowledge resources
Must possess excellent customer service, effective listening and verbal communication skills
Must have experience in staff development and coaching as well as developing and enforcing staff performance metrics for call center teams
Preferred
Familiarity with automation, self-service tools, and modern IT service management practices
Benefits
Health coverage for medical, dental, vision
401(K) saving plans with company match AND Pension
Tuition assistance
Floating holidays and PTO for community volunteer programs
Paid parental leave
Wellness programs
Employee discounts (membership, insurance, travel, entertainment, services and more!)
Company
AAA Auto Club Enterprises
AAA is a federation of fully taxpaying, not-for-profit motor clubs in the U.S.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Chris Simpson
Senior Vice President and Chief Information & Technology Officer
Suzanne Wisdom
Senior Vice President & Chief Marketing Officer
Company data provided by crunchbase