Evolus (NASDAQ: EOLS) is a performance beauty company with a customer-centric approach focused on delivering breakthrough products. We are seeking an experienced, driven Manager, IT Service Desk, to join our IT Support Team and report to the Executive Director, IT Operations & Cybersecurity. The ideal candidate will be responsible for delivering a consistent, responsive end-user support experience; managing service desk processes and performance; supporting employee onboarding and offboarding; and ensuring operational controls are executed effectively. This role requires strong leadership, strong technical expertise across end-user, endpoint, and Microsoft 365 environments, IT service management expertise, sound technical judgment, and a commitment to customer service and continuous improvement. If you join our team, you will be working on some of the most exciting opportunities and challenges we face, with a team that values growth, recognition, and camaraderie. If you are looking for an opportunity to exhibit your knowledge and technical abilities in a unique environment, then look no further! In this role, you will be challenged to drive the success of Evolus in an effort to build a brand like no other Essential duties and responsibilities where you'll make the biggest impact…
- Lead, coach, and develop the US IT support and offshore Service Desk teams, including service desk analysts and IT support specialists, while promoting accountability, collaboration, and a customer-focused culture.
- Serve in a player/coach role, providing hands-on technical support and ticket resolution as needed to maintain service levels and support the team during peak demand, absences, or complex issues.
- Oversee daily service desk operations, including incident and service request intake, prioritization, assignment, escalation, resolution, and user communication.
- Ensure high-quality IT support for employees across office and remote locations, with consistent adherence to established service level agreements (SLAs) and support standards. Occasionally provide backup IT support for users in international regions, coordinating with local IT resources and vendors as needed.
- Own and improve IT service management processes, workflows, queues, knowledge articles, service catalog items, and operational procedures within the ITSM platform.
- Create and maintain meaningful service desk metrics and reporting, including ticket volume, response and resolution performance, backlog, aging, recurring issues, customer satisfaction, and workload trends.
- Manage operational support for employee onboarding, offboarding, access changes, device deployment, software provisioning, and related lifecycle processes in coordination with HR, hiring managers, and application owners.
- Ensure accurate asset and inventory records for end-user hardware, peripherals, software assignments, and device lifecycle activities.
- Identify recurring support issues and lead root-cause follow-up, knowledge improvements, self-service options, standardization, and automation to reduce support demand and improve the employee experience.
- Act as the primary escalation point for complex or high-impact end-user support issues, coordinating with internal application, cybersecurity, infrastructure, and vendor teams as needed.
- Manage and ensure consistent execution of applicable IT operational controls, including SOX IT General Controls, access-related procedures, evidence collection, and audit support.
- Partner closely with Cybersecurity to follow security requirements, escalate suspected incidents, support endpoint and identity-related remediation, and reinforce secure user practices.
- Coordinate support activities with external vendors and managed service providers, monitor service quality, and address performance or escalation issues.
- Support development of the IT support budget, staffing plans, technology standards, service level agreements, and operating metrics with the Exec. Director, IT Operations & Cybersecurity.
- Participate in business and IT projects to assess IT service and support readiness, define support requirements, document transition plans, and ensure new services are operationally supportable.
- Office Location - Newport Beach. Hybrid onsite Tuesday, Wednesday and Thursday, with Monday and Friday onsite as needed to support customer visits, company events, or other business needs.
- Other duties as assigned
Qualifications and Skills You’ll Bring to the Team…
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field, or equivalent practical experience.
- At least 10 years of progressive IT support or IT operations experience, including at least 3 years leading or managing a service desk, help desk, desktop support, or end-user services team.
- Strong technical expertise in end-user computing, with the ability to troubleshoot and resolve complex issues across devices, operating systems, identity, and business applications.
- Demonstrated experience managing IT support operations, ticket queues, escalations, service levels, support documentation, and performance reporting.
- Strong knowledge of IT service management practices and frameworks such as ITIL, with hands-on experience using an ITSM platform. Jira Service Management experience is strongly preferred.
- Working knowledge of Microsoft 365 services, including Teams, OneDrive, SharePoint, Exchange Online, and Entra ID, with the ability to manage or support common end-user and access issues.
- Working experience supporting endpoint management and device lifecycle processes using tools such as Microsoft Intune and Jamf.
- Experience supporting Windows and macOS devices, collaboration tools, mobile devices, printers, conferencing technology, and common business applications.
- Experience implementing, managing, or supporting SOX IT General Controls or other regulated IT operational controls.
- Proven ability to lead and develop support professionals, manage competing priorities, and maintain service quality in a fast-paced environment.
- Excellent customer service, communication, and stakeholder management skills, including the ability to explain technical issues clearly to non-technical audiences.
- Strong analytical and problem-solving skills, with the ability to use service data and user feedback to identify trends and improve operations.
- Experience coordinating vendors, managed service providers, and cross-functional technical teams to resolve issues and deliver support outcomes.
- Strong organizational and project coordination skills, with the ability to manage multiple operational priorities and support service transitions.
- ITIL Foundation or relevant Microsoft, Apple, endpoint management, or IT support certifications are desirable.
Compensation & Total Rewards The expected pay range for this position is $145,000 - $155,000. Your actual base salary will be determined on a case-by-case basis and may vary based on a number of considerations including but not limited to role-relevant knowledge and skills, experience, education, geographic location, certifications, and more. We offer more than just a paycheck, and your base salary is just the start! Stay happy and healthy with our competitive suite of medical, dental, and vision benefits to help you feel your best and be your best. We also provide those benefits you shouldn’t have to worry about, from employer-covered life insurance to short-term disability. Take advantage of the 401k match offered by Evolus and let us invest in your future. You may also be eligible for new hire equity and long-term incentives in the form of RSUs, stock options, and/or discretionary bonuses. We offer mental health and wellbeing resources for you to develop skills to find your calm, boost your confidence, and show up as your best self in work and life. Travel or relax and come back feeling refreshed with our flexible paid time off program for exempt employees and a paid time off accrual plan for non-exempt employees. Did we mention the holiday soft closure between the Christmas and New Years holidays? We have that, too. Additional perks include regularly catered team meals at our Evolus Headquarters, a fully stocked kitchen (Kombucha & Coffee included), and the opportunity to join an organization where our values of Grit, Impact, Fun, and Transparency are displayed daily. Evolus takes pride in being a company on the forefront of innovation, while being committed to conducting its business with the highest degrees of integrity, professionalism, and social responsibility. We are also committed to complying with all laws and regulations that apply to our business. Employee welfare is no different. Here at Evolus, we don’t just work together, we’ve built a culture of inclusion! Because of this, you’ll find yourself immersed in an environment that not only promotes respect, collaboration and team building, but a community too. And that’s just the tip of the iceberg. Join our team and see for yourself! EOE M/F/D/V. For more information, please visit our website at www.evolus.com or reach out to careers@evolus.com.
