Lead Service Desk Engineer

Los Angeles, CA 90024


This is a role requiring consistent, reliable, on-site presence in our Los Angeles, CA business operations center; owning, managing, and delivering best-in-class IT support through team members based in our San Diego, CA, and Alpharetta, GA business operations centers, while also rolling up your sleeves yourself and delivering consistent, exceptional customer service to executives, and professional staff, many of whom travel extensively.


Position Summary

Lead the IT Service Desk function to provide a consistent and repeatable, excellent end-user experience, which includes resolving potential or actual technical issues, troubleshoot software packages, hardware devices, and other peripherals and configure computer systems according to company policies. Maintain Company IT assets and License as part of the Configuration Management Database.


Essential Role and Responsibilities

  • Provide day-to-day support and customer service to a global workforce, including the Los Angeles-based executive suite, plus frequent business travelers, and professional staff
  • Own the processes and procedures for the IT team to install, configure, and administer Windows and MAC systems hardware and software, including but not limited to laptop, desktop, tablet, and mobile devices
  • Own the cloud-based support system, including application implementation to support business functions
  • Provide guidance to other members of the IT team to ensure all supported systems and applications are optimally configured to deliver optimal functionality to meet business need
  • Own the IT Service Desk, ensuring that all services are provided in a consistent, timely, and quality manner based on an ITSM approach
  • Monitor and report on metrics and key performance indicators to drive continuing improvements in the delivery of IT services
  • Work with network staff to support corporate network and Internet infrastructure
  • Resolve technical failures in a timely manner, track issues, escalations, resolution and closure of IT tickets
  • Troubleshoot and solve common IT issues (password resets, computer hardware failures, access requests)
  • Setup computers and phones for new hires
  • Support/administer Active Directory, Exchange mail accounts, SharePoint, Microsoft Systems Center Configuration Manager, virus/spam detection, data backups
  • Work on projects as business need demand or require
  • Brainstorm with IT team on new ideas, systems, tools, etc. to elevate IT and company business operations; share ideas for technology, policy, process and procedural improvements
  • Follow and implement security policies while carrying out service desk support and related responsibilities
  • Document policies, procedures, systems, tools, and add to the IT knowledge database
  • Physical movement of IT or other business equipment as needed
  • Share in on-call rotation duties, providing 24x7 subject matter expertise in support of global workforce
  • Other duties as directed or required


Required Qualifications

  • Excellent verbal and written communications skills
  • Strong customer service skills, including ability to listen, interpret and explain computer and other technical concepts in non-technical terms
  • 2+ years’ experience in leading IT staff members
  • 5+ years’ experience managing IT Service Desk business operations for a high-growth organization
  • 5+ years’ experience with asset and software tracking
  • 8+ years’ experience supporting Windows and MAC OSX operating systems platforms
  • 2+ years’ experience delivering VOIP phone support
  • Hands-on experience with Microsoft desktop software products; Microsoft Active Directory, Microsoft Exchange and operating system; Microsoft Office 365 products; Adobe Creative Cloud applications
  • Experience supporting Atlassian suite software applications
  • Experience supporting Cloud Based applications
  • Demonstrated history of being highly flexible and adaptable to the changing needs of business operations, executive and professional staff IT needs; researching and resolving problems efficiently and effectively – all with a keen sense of customer service and delivery


Highly Preferred Qualifications

  • Experience managing Microsoft SCCM for Windows based systems preferred
  • Experience managing Casper JAMF for MacOS /IOS systems preferred



  • Minimum of an Associate’s degree in Information Technology, or closely related field of study; BA degree preferred
  • Certifications in A+, Microsoft, ITSM, HDI, highly preferred


About Tillster

Tillster is the global leader in digital ordering and customer engagement solutions. For over a decade we’ve developed revolutionary self-service, ordering and payments solutions – for mobile, tablet, online, kiosk, call center, and more – creating personalized interactions based on consumer preferences, language, and currency. Our platform is compatible with 15+ unique POS systems, representing over 90% coverage in multi-unit restaurants. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions.



Tillster is proudly an Equal Opportunity Employer

Local Candidates Strongly Preferred

Relocation Assistance Considered

No Visa Sponsorship

Principals only – no Agencies or calls please


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