1d ago

New

$155,000 - $175,000/yr

Director, IT Service Management

United States·Los AngelesFull Timeexecutive

Customer SupportIt Support Specialist

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Quick Summary

Overview

ABOUT CIM GROUP: CIM is a community-focused real estate and infrastructure owner, operator, lender, and developer. Our team of experts works together to identify and create value in real assets,

Technical Tools

Customer SupportIt Support Specialist

ABOUT CIM GROUP:

CIM is a community-focused real estate and infrastructure owner, operator, lender, and developer. Our team of experts works together to identify and create value in real assets, benefiting the communities in which we invest. Back in 1994, our three founders focused on projects in Southern California neighborhoods. Today, we are a diverse team of 900+ employees with projects across the Americas. Our projects have delivered jobs; created comfortable places to live, work, and relax; and provided necessary and sustainable infrastructure. Our focus on enhancing communities is unwavering, and we strive to make an even greater impact in the years to come. Join us and make an impact today!

The Director, IT Service Management provides high-quality IT Service experiences by leading our end-user technology support teams across CIM Group and its affiliates. As the face of end-user IT Services to the business, the Director will ensure that IT support processes, procedures, and service delivery functions align with the business’ expectations through industry-leading tools, service-level agreements, and clearly defined best practices. The role serves as a manager for the Service Desk, Desktop Engineering, and ITSM Service Management teams. This role works closely with other senior technology and business leaders to identify technical needs, propose solutions, and implement system changes.

Lead IT Service team management and support, including daily operations, ticket resolution, escalations, customer service, and response times.

Oversee end user computing support, including desktop engineering, endpoint environments, mobile devices, and end-user technology services.

Manage, mentor, and develop the Service Desk, Desktop Engineering, and IT Service Management teams; establish priorities, assign work, and ensure alignment with business needs.

Develop and maintain an operations dashboard that reports service health, workload, trends, risks, and performance to Enterprise Technology leadership.

Serve as the subject matter expert for the IT Service Management tool, ServiceNow, including platform governance, configuration oversight, adoption, and continuous improvement.

Oversee hardware procurement and inventory processes for end-user technology assets across CIM Group and its affiliates, including vendor performance, cost, and service quality.

Develop, maintain, and enforce team policies, procedures, standards, and knowledge documentation to support consistent service delivery.

Lead team training and quality control programs, including coaching, process adherence reviews, service quality monitoring, and corrective actions.

Own the design, operation, governance, and continuous improvement of IT Service Management processes, including Incident, Request, Problem, and Change Management.

Oversee asset management and the Configuration Management Database, ensuring accurate lifecycle, inventory, ownership, and configuration data.

Define, monitor, and report service-level agreements and key performance indicators; use performance data to drive accountability, service quality, and continuous improvement.

Management of the day-to-day operations of the end-user technology support teams. This includes but is not limited to trouble ticket resolution, exceptional customer service, and ensuring SLA compliance.

Supervision of the services team’s day-to-day priorities and output, including (but not limited to) providing guidance and assistance in work assignments and determining appropriate work priorities aligned to customer needs and departmental and/or business goals.

Performance management of all staff reporting to this position, including but not limited to setting and communicating performance expectations, providing timely feedback, completing annual performance reviews, and recommending and leading appropriate action or follow-up, as needed.

Responsible for interviewing and selecting qualified candidates for staffing the IT services teams.

Manage vendor relationships and performance, including negotiations.

Bachelor’s degree in computer science, management information systems, business administration, or a related field—or an equivalent combination of education and relevant experience—required.

Information Technology Infrastructure Library certification required; advanced IT service management or ServiceNow certification preferred.

Minimum of seven years of progressive experience in IT service management, end-user computing, Service Desk, desktop engineering, or related technology support functions.

Minimum of five years of experience managing and developing technical support or IT service management teams, including performance management, coaching, training, workload prioritization, and quality control.

Demonstrated experience owning and continuously improving Incident, Request, Problem, and Change Management processes, including Change Advisory Board governance.

Advanced experience administering, configuring, governing, or supporting ServiceNow as an enterprise IT service management platform.

Experience defining, monitoring, and reporting service-level agreements, key performance indicators, operational dashboards, service trends, and continuous improvement initiatives.

Experience with IT asset lifecycle management, hardware inventory, and Configuration Management Database governance and data quality.

Experience managing hardware procurement, technology vendors, contracts, service performance, and commercial negotiations.

Experience developing and maintaining team policies, operating procedures, service standards, knowledge documentation, and training programs.

Strong knowledge of Microsoft Windows desktop operating systems, Microsoft 365, endpoint management, mobile device support, and enterprise support tools.

Experience delivering services through a shared-service model and coordinating with third-party service providers required; experience supporting geographically dispersed or international teams preferred.

Demonstrated customer service leadership, executive communication, stakeholder management, problem-solving, and emotional intelligence required.

WHAT CIM OFFERS:

At CIM, we believe our success stems from our collective efforts, and we are committed to providing well-rounded support and resources for our employees. In addition to a competitive compensation plan, CIM offers a comprehensive benefits program for employees to thrive both inside and outside of work. Eligible employees can enjoy a wide range of benefits, including:

A variety of Medical, dental, and vision benefit plans
Health Savings Account with a generous employer contribution
Company paid life and disability insurance
401(k) savings plan, with company match
Comprehensive paid time off, including: vacation days, 10 designated holidays, sick time, and bereavement leave
Up to 16 hours of volunteer time off
Up to 16 weeks of Paid Parental Leave
Ongoing professional development programs
Wellness program, including monthly and quarterly prizes
And more!

Actual base salary considers several factors including but not limited to geography, job-related knowledge, experience, and budget. The start of the salary range is typically associated with the minimum experience required. At CIM, base pay is one part of the total compensation package. This role is eligible for bonus pay in addition to base salary. The anticipated base salary range for the position in Los Angeles is $155,000 - $175,000.

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HOW WE FEEL ABOUT DIVERSITY AND INCLUSION:

At CIM Group, we believe that the unique perspectives and backgrounds of our employees enhance everything we do. We are committed to fostering an inclusive environment where diversity is not only respected but celebrated. We strive to ensure that our workplace is free from discrimination and harassment, allowing everyone to contribute meaningfully and feel a sense of belonging. As an equal opportunity employer, we strictly prohibit any form of unlawful discrimination and adhere to the laws enforced by the EEOC. Our goal is to provide a safe and supportive environment where all employees can grow and make impactful contributions together.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on CIM Group. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.

CIM is committed to maintaining the confidentiality and privacy of your personal and financial information. Please click here for our Privacy Policy.

CIM does not accept unsolicited resumes from Agencies. Any unsolicited resumes received from Agencies will be considered property of CIM and no fees will be due or paid. If you wish to become an approved Agency with CIM or any of its Affiliates, please contact a member of the CIM Talent Acquisition Team.

Location & Eligibility

Where is the job

Los Angeles, United States

On-site at the office

Who can apply

About this job

Pay per year: $155,000–$175,000 a year; 99% above the $82,850 median for It Support Specialist jobs on Jobera (414 salaries).
Who can apply: United States
Posted: 1 day ago
Employer: has 51 open jobs on Jobera.