Service Desk Lead

Join the Technology team and help build a culture that delivers on making our members feel welcome, feel comfortable, feel healthy.

At MOVATI Athletic, we are the premiere affordable luxury fitness brand that attracts top fitness professionals and team members who embody and deliver "The MOVATI Way." We believe everyone succeeds when we deliver on the Core 4. These include the opportunity for our Team Members to continuously learn and grow, to be encouraged to create exceptional moments for our members and team members, and are proud working for an innovative and welcoming company with 5-star cleanliness. Our promise to you is to ensure you can be proud of where you work and the team you work with, by being an ambassador of MOVATI within your club and community.

At MOVATI Athletic, we’re passionate about creating an exceptional experience for our members, and our IT support services play a vital role in that mission. We’re looking for a dynamic Service Desk Lead to join our team, someone who is not only skilled in IT but also thrives in a collaborative environment.

Role:
As the Service Desk Lead, you will manage the day-to-day operations of MOVATI's IT support services, ensuring that our service standards are consistently met and that technical issues are resolved promptly and efficiently. Your role is essential in maintaining high levels of internal client satisfaction while ensuring our IT services run like a well-oiled machine.

In this position, you’ll be responsible for planning and maintaining technology assets, including workstations, tablets, printers, network devices, CCTV, and other club-based equipment. You’ll keep asset records up to date and communicate relevant changes to Finance and other stakeholders. Additionally, you will regularly prepare and report on Service Desk activity and performance against key performance indicators (KPIs). You will also triage, troubleshoot, and resolve IT tickets in a timely and professional manner, meticulously documenting both the problems and their resolutions in our ticketing system.

Additionally, you will develop and maintain the ITSM service catalog for all MOVATI IT and managed service provider (MSP) services, ensuring it is comprehensive and up to date. You'll also create, maintain, and publish relevant knowledge artifacts for service catalog items and IT processes to enhance user understanding. Furthermore, you will develop and maintain standard operating procedures (SOPs), knowledge articles, and other resource materials to empower team members with self-service capabilities. You will also develop and maintain endpoint configuration processes and tools to effectively support, secure, and patch all endpoints, including Windows, iOS, and Android devices, ensuring a robust and secure IT environment for our users.

Qualifications:
We’re looking for a candidate with over 5 years of experience in developing and managing IT Service Management (ITSM) service catalogs. Preferred qualifications include system administration and IT certifications in Microsoft, Cisco, ITIL, ITSM, or other related fields. An excellent understanding of Service Desk SLAs and KPIs, along with demonstrated experience in preparing and presenting key metrics, is essential. You should also have experience configuring and using IT incident management software, preferably Freshservice. Technical expertise in supporting Windows, Office 365, Teams, and SharePoint is required, as well as significant experience with endpoint management tools like Kaseya and Intune. The ideal candidate will have the ability to execute and deliver while maintaining a high level of stakeholder satisfaction, and should be comfortable working both independently and as part of a team. Strong organization, time management, and problem-solving skills are necessary, along with a commitment to discretion and confidentiality when handling sensitive information. Flexibility regarding assigned hours, including early mornings, days, evenings, and weekends, is also important, as is the ability to travel and visit clubs as needed.

Role Perks:
We offer a competitive total compensation package that includes competitive wages, complimentary membership, and ongoing training to help ensure you are always learning. All full-time employees are eligible for benefits after 3 months of employment.

Since 1997, we’ve built the foundation of Movati Athletic on our 5 Core Values: Care, Commitment, Authenticity, Diversity, and Work Ethic. Over the next several years, we plan to do the same.

Accommodations are available on request for candidates taking part in all aspects of the selection process.