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IT Services Lead
IT Services LeadJM Eagle • Los Angeles, CA, US
IT Services Lead

IT Services Lead

JM Eagle • Los Angeles, CA, US
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This range is provided by JM Eagle. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.

Base pay range

$140,000.00 / yr - $165,000.00 / yr

About Us

JM Eagle is the world's largest manufacturer of plastic pipe – and behind every product we ship is a connected network of plants, systems, and people powered by our IT team.

The Opportunity

This role is perfect for a hands-on IT service leader who thrives on improving systems, people, and processes. You'll lead the help desk and endpoint support functions that keep more than 1,000 users productive across our corporate HQ, 17 manufacturing plants, and multiple distribution centers.

It's a mix of leadership, mentorship, and problem-solving – ideal for someone who knows what great IT service looks like and wants to build it.

What You'll Do

  • Lead and mentor the IT Services team responsible for help desk, workstation management, and mobile support.
  • Manage day-to-day service delivery and ensure exceptional customer satisfaction.
  • Oversee rollout and optimization of a new IT service management platform (e.g., ServiceNow).
  • Monitor key metrics and proactively manage performance : ticket resolution time, SLAs, CSAT scores, and escalation trends.
  • Partner with other IT teams to coordinate incident resolution, patching, and change management.
  • Provide hands-on support for escalated workstation, Office 365, and mobile device issues.
  • Develop and document standard operating procedures and service policies.
  • Manage vendors and third-party service providers to maintain high-quality, cost-effective performance.
  • Ensure executive support issues are prioritized and handled with discretion and urgency.
  • Plan and execute software rollouts, hardware refreshes, and endpoint upgrades.
  • Lead remote site visits (occasional travel) for hardware or software deployments.
  • Drive ITIL and ITSM best practices to create a professional, metric-driven service organization.

What You Bring

  • Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience).
  • 8+ years in IT Service Management or Help Desk operations supporting 1,000+ users across distributed locations.
  • 4+ years managing a team of at least four people.
  • Expertise with Microsoft environments – Windows, Office 365, Exchange, Active Directory / Entra ID, SCCM / Intune.
  • Deep familiarity with IT service management platforms (ServiceNow or equivalent) and service performance metrics.
  • Experience managing vendors and outsourced support partners.
  • Solid grasp of networking, mobile, and wireless technologies.
  • Project management experience for software and hardware deployments.
  • Strong leadership, communication, and customer-service mindset.
  • Ability to thrive in a distributed environment – leading onsite teams while collaborating with and providing support for remote sites.

    • Why JM Eagle

  • Opportunity to modernize and shape a growing IT service function across 20+ locations.
  • Hands-on leadership in a collaborative, Microsoft-based environment.
  • Onsite 4 days per week in Los Angeles; remote Fridays for focused work.
  • Supportive leadership team that values execution, professionalism, and innovation.

    • Corporate HQ setting with occasional travel to manufacturing or distribution sites. Plant visits may involve exposure to typical industrial conditions.

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