The Guitar Center Company
IT Supervisor, Help Desk
The Guitar Center Company, Westlake Village, California, United States, 91361
Important:
this role is based either out of our Westlake Village, CA corporate offices or Kansas City distribution center on a hybrid scheduled (3 days per week onsite).
Job Title Help Desk Supervisor
Department IT - Westlake Village or Kansas City
Reports To Senior Manager, Technology Support
About The Role The Help Desk Supervisor oversees daily Help Desk operations, ensuring timely, high-quality support for all end users across the organization. This role provides leadership, technical guidance, and process oversight to a distributed team of IT Support Technicians handling Level 1 - 3 incidents. The supervisor also drives service excellence through effective use of ServiceNow, performance metrics, and continuous improvement initiatives in partnership with other IT teams and business stakeholders.
What You'll Do Leadership & Operations
Lead and mentor a team of Help Desk Technicians across U.S. time zones (PST–EST)
Ensure timely response and resolution of support requests for retail stores, field offices, and corporate staff
Manage schedules and workload distribution to maintain SLA compliance and service continuity
Foster a culture of accountability, customer service, and professional development
Serve as the primary escalation point for complex or high-priority incidents
Oversee the end-to-end incident lifecycle: triage, escalation, resolution, and closure reviews
Ensure proper ticket documentation and adherence to communication standards
Coordinate cross-functional resources to prevent duplicated effort and ensure efficient resolution
ServiceNow Administration & Reporting
Administer and enhance ServiceNow workflows for Incident, Request, and Problem Management
Manage the Service Catalog and Self-Service Portal to improve user experience and reduce ticket volume
Develop and maintain dashboards, scorecards, and KPI reporting on metrics such as:
Resolution time by priority
First-call resolution rate
SLA adherence
Deliver regular performance reports and recommend improvement actions
Analyze recurring issues and identify opportunities for automation and process optimization
Participate in Change Management meetings and evaluate impacts on retail, corporate, and distribution operations
Collaborate with IT leadership to align Help Desk goals with the broader IT strategy
Asset & Compliance Management
Oversee IT asset lifecycle : procurement, deployment, tracking, and decommissioning
Ensure compliance with security standards and patch management policies
Support audits and system integrity initiatives
Supervisory Responsibilities
Directly manage Help Desk staff, including hiring, training, scheduling, performance reviews, and discipline, in accordance with company policies and laws
To Join Our Band, You’ll Need Required
3+ years of experience in IT Service Desk or Field Support, or 5+ years of progressive IT experience with at least 2 years in a supervisory role
Strong proficiency in ServiceNow administration and reporting
Experience leading technical teams and managing performance against SLAs
Solid understanding of ITSM frameworks (ITIL, COBIT, etc.)
Preferred
Experience supporting retail or POS environments
Familiarity with Zoom Contact Center administration
Certification in an ITSM framework (ITILv3/4, MCITP, CGEIT)
Core Competencies
Strong leadership and communication skills
Analytical and results-driven mindset
Ability to prioritize and manage multiple concurrent issues
Commitment to service excellence and continuous improvement
Pay Rate Pay Rate :$67,000 – $90,000 annually, depending on experience and qualifications. This position is not eligible for participation in the Guitar Center Company bonus program. Actual compensation may vary based on experience, education, and other factors. Pay ranges are provided in accordance with state laws and may differ by location.
About Guitar Center At Guitar Center, we live and breathe creativity, collaboration, and the power of music. Our mission is to inspire and equip musicians and music lovers to find their sound and share it with the world. Whether in our stores, contact centers, distribution hubs, or corporate offices, our team is united in one goal: to fill the world with more music.
Join Us
Become part of the world’s largest multichannel musical instrument retailer.
Work within a collaborative, high-impact finance organization that drives innovation and transformation.
Grow your career in an environment that values creativity, integrity, and passion.
Guitar Center is an Equal Opportunity Employer. Employment decisions are based on valid job-related criteria and are made without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws.
If you require reasonable accommodation to apply for or perform this job, please contact recruiting@guitarcenter.com.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Manufacturing
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Job Title Help Desk Supervisor
Department IT - Westlake Village or Kansas City
Reports To Senior Manager, Technology Support
About The Role The Help Desk Supervisor oversees daily Help Desk operations, ensuring timely, high-quality support for all end users across the organization. This role provides leadership, technical guidance, and process oversight to a distributed team of IT Support Technicians handling Level 1 - 3 incidents. The supervisor also drives service excellence through effective use of ServiceNow, performance metrics, and continuous improvement initiatives in partnership with other IT teams and business stakeholders.
What You'll Do Leadership & Operations
Lead and mentor a team of Help Desk Technicians across U.S. time zones (PST–EST)
Ensure timely response and resolution of support requests for retail stores, field offices, and corporate staff
Manage schedules and workload distribution to maintain SLA compliance and service continuity
Foster a culture of accountability, customer service, and professional development
Serve as the primary escalation point for complex or high-priority incidents
Oversee the end-to-end incident lifecycle: triage, escalation, resolution, and closure reviews
Ensure proper ticket documentation and adherence to communication standards
Coordinate cross-functional resources to prevent duplicated effort and ensure efficient resolution
ServiceNow Administration & Reporting
Administer and enhance ServiceNow workflows for Incident, Request, and Problem Management
Manage the Service Catalog and Self-Service Portal to improve user experience and reduce ticket volume
Develop and maintain dashboards, scorecards, and KPI reporting on metrics such as:
Resolution time by priority
First-call resolution rate
SLA adherence
Deliver regular performance reports and recommend improvement actions
Analyze recurring issues and identify opportunities for automation and process optimization
Participate in Change Management meetings and evaluate impacts on retail, corporate, and distribution operations
Collaborate with IT leadership to align Help Desk goals with the broader IT strategy
Asset & Compliance Management
Oversee IT asset lifecycle : procurement, deployment, tracking, and decommissioning
Ensure compliance with security standards and patch management policies
Support audits and system integrity initiatives
Supervisory Responsibilities
Directly manage Help Desk staff, including hiring, training, scheduling, performance reviews, and discipline, in accordance with company policies and laws
To Join Our Band, You’ll Need Required
3+ years of experience in IT Service Desk or Field Support, or 5+ years of progressive IT experience with at least 2 years in a supervisory role
Strong proficiency in ServiceNow administration and reporting
Experience leading technical teams and managing performance against SLAs
Solid understanding of ITSM frameworks (ITIL, COBIT, etc.)
Preferred
Experience supporting retail or POS environments
Familiarity with Zoom Contact Center administration
Certification in an ITSM framework (ITILv3/4, MCITP, CGEIT)
Core Competencies
Strong leadership and communication skills
Analytical and results-driven mindset
Ability to prioritize and manage multiple concurrent issues
Commitment to service excellence and continuous improvement
Pay Rate Pay Rate :$67,000 – $90,000 annually, depending on experience and qualifications. This position is not eligible for participation in the Guitar Center Company bonus program. Actual compensation may vary based on experience, education, and other factors. Pay ranges are provided in accordance with state laws and may differ by location.
About Guitar Center At Guitar Center, we live and breathe creativity, collaboration, and the power of music. Our mission is to inspire and equip musicians and music lovers to find their sound and share it with the world. Whether in our stores, contact centers, distribution hubs, or corporate offices, our team is united in one goal: to fill the world with more music.
Join Us
Become part of the world’s largest multichannel musical instrument retailer.
Work within a collaborative, high-impact finance organization that drives innovation and transformation.
Grow your career in an environment that values creativity, integrity, and passion.
Guitar Center is an Equal Opportunity Employer. Employment decisions are based on valid job-related criteria and are made without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws.
If you require reasonable accommodation to apply for or perform this job, please contact recruiting@guitarcenter.com.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Manufacturing
#J-18808-Ljbffr