Director of Support Desk Operations

About the job

Who We Are

We Are Lucky Strike Entertainment, one of the largest and most successful location-based entertainment companies in the World with 360 upscale and traditional Bowling Centers, five expansive and well-located Waterparks, a large Amusement Park in California and 10 upscale Boomers Family Entertainment Centers in major markets.

From a humble beginning with one bowling center in 1997, we redefined an industry and built a powerhouse Company with 14,000 Associates and nearly $1.4 billion in annual revenue. Hospitality is our core and we strive to deliver memorable experiences for every guest on every visit.

When you join Lucky Strike, you join a team of passionate winners and give yourself the best opportunity for sustained career growth and opportunity. It’s not easy to get hired by us – we want only the most talented and committed Managers, but when you do join Lucky Strike, the rewards are abundant.

Overview

The Director of Support Desk Operations (or Service Desk Director) role is to manage and guide the Support Services team leads, technical support operations, manage IT service-level agreements (SLAs), and supervise support staff. Additionally, the Director of Support Desk Operations plays a key role in ensuring their team can efficiently manage high volumes of support requests by implementing clear processes, providing ongoing training, and utilizing help desk software for ticket tracking and prioritization. They regularly monitor workload distribution, set realistic performance targets, and encourage knowledge sharing among team members. Additionally, they foster a collaborative environment where technicians can escalate complex issues and receive guidance, helping to reduce burnout and improve service quality.

Essential Duties and Responsibilities:

Primary duties and responsibilities include, but are not limited to the following.

· Team Leadership & Management: Hire, train, mentor, and evaluate help desk technicians and support representatives. Manage shift schedules, coverage, and workload distribution.

· Service Delivery & SLAs: Establish, monitor, and enforce Service Level Agreements (SLAs), response times, and resolution targets.

· Incident & Escalation Management: Serve as the primary escalation point for complex, high-impact, or executive technical issues.

· ITSM – Ticketing System: Responsible for selection, configuration and ongoing administration of the ITSM ticketing solution.

· Ticket & Queue Tracking: Oversee ticket intake, categorization, prioritization, and tracking through platforms like EasyVista, MESD Service Desk Plus, Jira, ServiceNow, or custom ITSM tools.

· Metrics & Reporting: Analyze ticket trends, recurring problems, customer satisfaction (CSAT) scores, and team productivity reports.

· Knowledge Management: Maintain documented procedures, troubleshooting guides, and self-service knowledge base articles.

· Asset & Budget Support: Assist with hardware/software procurement, asset tracking, endpoint lifecycle management, and vendor relationships.

Addition Skills:

· Strong verbal and written communication skills for interacting with end-users, support staff and senior management.

· Problem-solving and emotional intelligence under high-pressure, fast-paced environments.

· Process improvement and data-driven analytical mindset.

Operational Management:

· Supervise day-to-day operations of the IT Support Desk team

· Monitor ticket queues and ensure timely resolution of support requests

· Develop and enforce escalation procedures and service-level agreements (SLAs)

· Hire, train, and mentor Support Desk staff

· Track KPIs and create reports on team performance, ticket trends, and resolution times

· Act as a liaison between Support Desk and other IT or business units

· Identify recurring technical issues and recommend improvements

· Maintain documentation of procedures, troubleshooting guides, and support scripts

· Manage user satisfaction surveys and support feedback loops

· Ensure Support Desk systems and software are properly configured and maintained

QUALIFICATIONS:

The Director of Support Desk Operations must be a strong team player, and be able to communicate information across a diverse and varied workforce.

· Experience: 3 to 5+ years in IT support or help desk operations, with at least 1 to 2+ years in a lead or supervisory role.

· Technical Knowledge: Proficiency with operating systems (Windows, macOS, Azure), Microsoft 365, endpoint management, remote support tools, and networking fundamentals.

· ITSM Frameworks: Strong familiarity with ITIL best practices and ticketing/ITSM softwares (e.g., EasyVista, MESD Service Desk Plus, ServiceNow, Jira, Zendesk).

· Certifications (Preferred): ITIL Foundation, CompTIA A+, or HDI-certified support manager credentials.

· Education: Bachelor's degree in Computer Science, Information Technology, or equivalent hands-on experience

WORK ENVIRONMENT/PHYSICAL DEMANDS: General office environment where you will walk, bend and stand for periods of time.

Pay & Benefits

The pay range for this position is $110,000 - $139,000 per year, depending on qualifications

Lucky Strike Entertainment offers performance-based incentives and a competitive total rewards package which includes healthcare coverage and other benefits including dental insurance, vision insurance, life insurance, disability insurance, 401(k) retirement plan, employee stock purchase program, employee assistance program (EAP), paid vacation, paid holidays, and paid sick leave. More details regarding benefits are available here: Lucky Strike Entertainment Benefits