Associate Manager, IT Services

The Associate Manager, IT Services is responsible for leading the Los Angeles IT Services team and ensuring the delivery of exceptional technical support across the organization. This role combines hands-on technical leadership with people management, overseeing daily operations, service delivery, escalation management, and team development. The Associate Manager partners closely with IT leadership, business stakeholders, and executive staff to maintain reliable technology services, improve operational efficiency, and support strategic IT initiatives. The position also plays a key role in driving customer satisfaction, mentoring team members, and fostering collaboration across IT teams throughout The Wonderful Company. This position will be based at our West Los Angeles, CA office. The role will begin with an in-office schedule of five days per week. Once established in the position, you will transition to a hybrid schedule, working onsite Monday through Wednesday and remotely on Thursdays and Fridays.

Responsibilities

Lead and develop the Los Angeles IT Services team, including workload management, scheduling, performance reviews, coaching, and career development; Ensure the delivery of high-quality IT support services, managing escalations and driving excellent customer satisfaction across the organization; Provide executive and VIP support, including direct support for senior leadership and their teams; Partner with IT leadership to optimize service delivery, improve operational processes, and provide regular updates on team performance and priorities; Collaborate with IT teams across The Wonderful Company to develop and support technology standards, policies, procedures, and strategic initiatives; Monitor service desk metrics, analyze ticket trends, and identify opportunities for continuous improvement and operational efficiency; Oversee endpoint lifecycle management, including workstation deployment, mobile device management, upgrades, repairs, onboarding, and offboarding activities; Coordinate with vendors and business partners for hardware, software, and technology services procurement and support; Maintain accurate documentation, knowledge articles, and user training materials to support IT operations and end-user adoption; Support multi-site operations, special projects, and company events while fostering collaboration across regional IT teams

Requirements

Strong leadership, coaching, and team development skills with the ability to build a high-performing IT support team; Excellent customer service, communication, and relationship-building skills, including experience supporting executives and VIP users; Strong problem-solving, troubleshooting, and decision-making abilities in a fast-paced environment; Ability to manage multiple priorities, projects, and operational responsibilities with minimal supervision; Experience analyzing service desk metrics and identifying opportunities to improve service delivery and operational efficiency; Hands-on knowledge of Windows and macOS operating systems, desktop hardware, software deployment, and endpoint management; Experience supporting mobile devices, including iOS and Android platforms; Strong organizational, documentation, and process improvement skills; Ability to collaborate effectively across technical and business teams while influencing positive outcomes; Self-motivated, adaptable, and comfortable working in a dynamic, customer-focused environment

Benefits

Medical coverage; comprehensive vision and dental plans; 401k with match eligibility; 24/7 online physician consultations; virtual mental health resources; life coaching; engaging employee community groups; cash rewards for healthy habits and fitness reimbursements; library of on-demand fitness videos; Career advancement opportunities and internal mobility across brands and business units; Learning and development resources, including People Manager and leadership training, webinars, and eLearning courses; Company-wide mentorship program; Continuous improvement training; Wonderful Giving, allowing allocation of company-provided funds to up to three charities; Wonderful Neighbor group service projects