Manager, Service Desk

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at sweetgreen
Culver City, CA

Sweetgreen needs an IT Service Desk Manager to drive and coordinate our efforts to keep our enterprise (digital, restaurant, corporate and supply chain) systems safe, reliable, fast and responsive to the needs of our guests as we continue to build the future of food.

ABOUT THE JOB

In this role, you will be responsible for supervising the Systems Support Technicians in supporting the day-to-day operations of enterprise application, hardware and network systems. You’ll be managing the IT Help Desk including scheduling, staffing, indicator collection and communications.

You should expect to focus on the development and communication of scope, policies and procedures for the IT Help Desk. Within the first six months of coming onboard, you will take on the following challenges:

  • Build and institutionalize a comprehensive incident response and escalation matrix which covers the full gamut of issues that we encounter
  • Optimize existing tooling (ZenDesk) to make it easier to isolate and resolve problems quicker as well as integrate and implement new tools to drive consistent improvements in issue resolution
  • Generate and socialize an inclusive, on-call rotation schedule that covers all the areas we serve
  • Identify continuous training and upskilling opportunities for members of the team
  • Develop working agreements with stakeholders throughout the business to create realistic, predictable and reliable service level agreements
  • Create mechanisms for continuous, automated trend identification and analysis and communicate the outcomes to key stakeholders on a regular cadence

A successful candidate will be a seasoned service desk professional, with strong familiarity with established service frameworks and practices such as ITIL. Furthermore, you should be very comfortable building, managing and maturing teams which are ready and capable of taking on the challenges of supporting a growing company.  

To be clear, you won’t be doing this alone—you’ll have the full bearing of the treehouse and associated resources behind you to ensure that every restaurant is postured and ready to support all of our guests across every channel they may reach us with. This isn’t a job for firefighters or people who thrive on heroics or herculean efforts—this is a role for people who work best in steady-state conditions who know how to fight the occasional fire when it becomes necessary and will put protections in place to ensure the fire doesn’t occur again. You can expect to grow in your strengths, versatility, and competence in this job. You can expect an inclusive, eager team who’ll support you in it, rise to challenges with you, and grow together.

ABOUT YOU

We’re looking for the steadfast leadership of someone who’s familiar with the breadth and depth of the work, but nobody hits the ground running. You won’t be able to answer every question immediately or know how all the systems work on day one, and we don’t expect you to. If you’re passionate about leading and developing people, that’s a great place to start.

In broad strokes, managers of one thrive at sweetgreen. We’re committed generalists, eager learners, conscientious workers, and curators of what’s essential. We’re quick to trust. We see things through. We’re kind to each other, look up to each other, and support each other. We reach for responsibility and hold ourselves accountable. We show up for the work and for each other.

We value people who can take a stand yet commit even when they disagree. And understand the value in others being heard. We subject ideas to rigorous consideration and challenge each other, but all remember that we’re here for the same purpose: to do good work together. Charging the trust battery is part of the work. That comes with direct feedback, openness to each others’ experience, and willingness to show up for each other as well as for the technical work at hand. We’re in this for the long term.

You can expect a mindful onboarding process with ramp-up and time to learn. You can expect a team that listens, and to be heard. You can expect to give and provide direct feedback. You can expect to be counted on. We’re building our systems, our teams, and our company for the long haul, with a strong eye to other teams’ effectiveness & happiness, from design to support and operations. A healthy, resilient system starts with a healthy, resilient people.

THE SWEETLIFE AWAITS

As a member of team sweetgreen, you’ll enjoy competitive pay and be eligible for bonuses based upon your performance and experience. You’ll have the opportunity to take advantage of a comprehensive benefits plan, including medical, dental and vision  amongst other benefits. 

sweetgreen truly values feeding the whole person, that includes providing flexible time off in addition to continuous education and training opportunities.Furthermore, we will work together, along with our business partners on the people team to design a growth and progression plan aligned to your career goals and we will check in often to make sure you have the tools you need to succeed. 

What you'll get:

  • Three different medical plans to suit your and your family's needs
  • Dental and Vision insurance
  • Flexible PTO plan
  • 401k; company match of 50% up to 3% of employee contribution
  • 5 months paid family leave; we believe in fully supporting new parents
  • Employee HSA and FSA
  • Complimentary greens
  • An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
  • To live the sweetlife and celebrate your passion + purpose
  • A collaborative family of people who live our core values and have your back
  • A clear career path with opportunities for development, both personally and professionally
  • Free sweetgreen swag

Come join the sweetlife!

About sweetgreen

sweetgreen is on a mission to build healthier communities by connecting people to real food. We passionately believe that real food should be convenient and accessible to everyone. Every day in each sweetgreen, our 3,500 team members make food from scratch, using fresh ingredients and produce delivered that morning. And in our local communities, we’re committed to leaving people better than we found them. We’re in the business of feeding people, and we’re out to change what that means.

sweetgreen provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.

sweetgreen participates in the federal government's E-Verify program to determine employment eligibility. To learn more about the E-Verify program, please click here.


A FEW SWEET PERKS

  • 401k Matching

    We'll match 50% of your contribution up to 3%.

  • 5 Months Paid Family Leave

    We believe in fully supporting new parents.

  • Free Greens

    Get your fill of sweetgreen with a weekly stipend.

  • Dog-Friendly Office

    Your four-legged friends are welcome!

  • Unlimited Vacation

    Take time to recharge with uncapped paid time off.

  • Office Snacks Galore

    We’ll say it, our snack game is on point.

  • Community Impact Hours

    Give back with 5 paid volunteering hours per year.

  • Work-Life Balance

    Do what you love on *and* off the clock.

  • Career Development

    We offer training and support for career advancement.

APPLY FOR THIS JOB

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Federal law and our policies, as a condition of employment, require employees show proof of legal eligibility to work in the United States. Are you authorized to work in the United States? *

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