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IT Operations Leader

2 months ago

Los Angeles, California, United States CoSM Full time

CoSM is a pioneering technology firm dedicated to transforming experiences within immersive environments. We collaborate with our partners to design spaces and content that seamlessly integrate the physical and digital realms across three core sectors: Sports and Entertainment, Science and Education, and Parks and Attractions. Our legacy is built upon the convergence of some of the most brilliant minds in technology.

Position Overview:

We are in search of an accomplished and driven IT Operations Leader to become a vital part of our innovative team. The successful candidate will possess a solid history of overseeing IT services, guaranteeing the provision of exceptional support and solutions to our workforce. This position necessitates a current ITIL Managing Professional (MP) certification and, ideally, a ServiceNow System Administrator certification. The role will report directly to the VP, Head of Information Technology.

Key Responsibilities:

  • Manage the daily functions of the IT service desk, ensuring effective and efficient service delivery.
  • Design, implement, and oversee IT service management processes aligned with ITIL best practices.
  • Guarantee that all incidents, service requests, and issues are addressed promptly and effectively.
  • Collaborate with various IT departments and business units to ensure IT services align with organizational needs.
  • Lead and mentor a team of IT service desk professionals, providing direction, training, and performance assessments.
  • Conduct regular service evaluations with key stakeholders to ensure client satisfaction and ongoing enhancement.
  • Utilize ServiceNow for incident and problem management, ensuring the platform is optimized for service delivery.
  • Oversee change control processes to minimize service disruptions.
  • Develop and maintain IT service metrics and KPIs, delivering regular updates to senior management.
  • Drive continuous service improvement initiatives to elevate the quality and efficiency of IT services.
  • Ensure adherence to IT policies, procedures, and regulatory standards.
  • Manage service level agreements (SLAs) to guarantee the delivery of high-quality IT services.
  • Assist in creating and maintaining a library of IT-related knowledge base articles.
  • Collaborate with external ServiceNow maintenance vendors to dictate and monitor requested changes/improvements.
  • Contribute to both on-site and remote technical support service requests, ensuring issues are resolved, routed, or escalated for swift resolution.
Qualifications & Experience:
  • Bachelor's degree in Information Technology, Computer Science, or a related discipline.
  • Current ITIL Managing Professional (MP) certification is essential.
  • ServiceNow System Administrator certification is highly preferred.
  • A minimum of 5 years of experience in IT service management or a comparable role.
  • Demonstrated experience with ITIL processes and best practices.
  • Strong familiarity with IT service management tools and platforms, particularly ServiceNow.
  • Excellent leadership and team management capabilities.
  • Strong analytical and problem-solving skills.
  • Exceptional communication and interpersonal abilities.
  • Capacity to thrive in a fast-paced, dynamic environment while managing multiple priorities.
Compensation:
The annualized base salary range for this position is competitive and will be determined based on internal equity, geographic region, job-related knowledge, skills, and relevant experience, among other factors.

CoSM is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees.