Manager, Service Desk at Cast & Crew

Burbank, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Media ServicesIndustries

Requirements

BS/BA in Computer Science, Information Technology, or an equivalent combination of education
Active Directory, Azure AD, OKTA, Intune (Autopilot, MAM), Office365, JAMF, ITSM Ticketing tool, Windows Server, SharePoint, Windows 10/11, MacOS, White Glove service
Experience of delivering a high level of customer service
Experience with SOC1/SOC2 audits and evidence gathering
Excellent organizational skills with the ability to multi-task
Experience of working effectively within a team and collaborating with others to achieve a goal
Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
Drive, self-motivation and ability to work under own initiative
Sound knowledge and experience of supporting range of current IT applications, platforms and technologies
Able to provide occasional overtime and weekend work

Responsibilities

Oversee the day-to-day operations of the service desk, ensuring prompt resolution of technical issues and requests
Manages and administers ITSM ticketing tool (FreshService)
Provide White Glove support
Develop, enhance and maintain service desk ticket metrics, SLA’s, KPI’s and reporting
Ensure documentation, FAQ’s are maintained and updated regularly and stored on team Intranet site
Act as escalation point for complex issues that require advanced troubleshooting
Build and maintain strong relationships with other business units and leaders
Lead Service Desk projects
Foster a collaborative and positive team environment
Seek to continuously improve and automate ticket workflow
Serve as primary liaison to the ticketing engineering team to further improve ticketing experience
Mature on-call rotation to ensure service desk availability compliments business requirements
Responsible for managing and training staff members
Contribute to major global initiatives, projects
Ensure operational requirements are met and collaborate with other teams to investigate problems and minimize service disruption
Ensure service tickets are created for all inquiries and requests submitted to the Service Desk
Prepare new hardware via in house imaging system utilizing MS WDS
Provision new user accounts, deactivate user accounts in Active Directory, Azure AD, Intune Auto Pilot, OKTA, Office 365
Provide level 2 and 3 Helpdesk support, serve as an escalation point for all requests and incidents
Seek out ways to automate repetitive tasks
Partner with System Engineers on issue/incident resolution
Maintain workstation inventories – Asset Management
Identify problems, conduct research, isolate issues and provide solutions to software, hardware and telecommunications problems

Skills

Key technologies and capabilities for this role

FreshServiceITSMService Desk ManagementSLA ManagementKPI ReportingTicket MetricsTroubleshootingWorkflow AutomationIT Project ManagementEscalation Handling

Questions & Answers

Common questions about this position

What are the main responsibilities of the Service Desk Manager?

The role involves overseeing daily service desk operations, managing the ITSM ticketing tool like FreshService, acting as an escalation point for complex issues, leading projects, and ensuring high-quality support delivery.

What skills and experience are required for this position?

Required skills include experience with ITSM tools like FreshService, SOC1/SOC2 audits, excellent organizational and multitasking abilities, customer service delivery, team collaboration, problem-solving, and knowledge of IT applications and technologies.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for the Service Desk Manager role?

This information is not specified in the job description.

What does the company culture look like for this team?

The role emphasizes fostering a collaborative and positive team environment, building strong relationships with business units, and working in a fast-paced setting supporting the entertainment industry.

Cast & Crew

Digital solutions for entertainment production management

About Cast & Crew

Cast & Crew provides a range of digital solutions tailored for the entertainment industry, focusing on production management for film, television, and live events. Their tools help streamline administrative tasks such as payroll, human resources, and production management, making it easier for production companies, studios, and independent filmmakers to operate efficiently. The company's offerings include payroll management tools, purchase order management, screenwriting software, and digital onboarding solutions, all designed to simplify complex processes. Unlike many competitors, Cast & Crew emphasizes a comprehensive suite of services that integrate various aspects of production management, ensuring accurate and timely payments, efficient document handling, and insightful data reporting. The goal of Cast & Crew is to enhance the operational efficiency of entertainment productions while supporting the industry, including initiatives for the Canadian entertainment sector.

Burbank, CaliforniaHeadquarters

1976Year Founded

ACQUISITIONCompany Stage

Data & Analytics, Enterprise Software, EntertainmentIndustries

1,001-5,000Employees

Benefits

PTO

Family-leave time off

401(K)

Hybrid & remote work flexibility

Health, dental, & vision insurance

Employee referral program

Tuition reimbursement

Health and wellness programs

Risks

Shift towards blockchain solutions may disrupt traditional services like Cast & Crew.

WGA strike in 2023 causes production delays, impacting Cast & Crew's revenue.

AI-driven scriptwriting tools threaten traditional software like Final Draft.

Differentiation

Cast & Crew offers 24/7 online support and electronic payroll interfacing.

PSL3 software integrates internet convenience into production accounting.

Cast & Crew's staff expertise is a hallmark of their service quality.

Upsides

Increased demand for remote production tools boosts Cast & Crew's digital solutions.

Expansion of tax incentive programs enhances demand for tax credit management services.

Rise of independent creators increases need for scalable production management solutions.

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