Service Desk Manager
SUMMARY OF POSITION
The role of the Service Desk Manager to lead and manage the service desk and field operations team. The ideal candidate will possess over five years of experience in IT service management, demonstrating a proven ability to oversee daily operations, ensure exceptional service delivery, and drive continuous process improvements. This role requires a proactive leader capable of aligning IT support services with business objectives while fostering a customer-focused culture.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Manage the day-to-day operations of the IT Service Desk, ensuring timely and efficient resolution of incidents, service requests, and escalations.
Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Oversee ITSM system, ensuring proper categorization, prioritization, and documentation.
Drive the implementation and maintenance of ITIL best practices to standardize and improve processes.
Oversee Field Operations, Model Moves, Onboarding, Transfers, Office Closures, Projects, and Quality Control.
Lead, mentor, and develop a high-performing service desk and field operations team.
Conduct regular performance reviews, training, and skill development initiatives to enhance team capabilities.
Foster a collaborative and positive work environment focused on delivering exceptional service.
Collaborate with other IT leaders and departments to align service delivery with broader IT strategies.
Drive automation and self-service initiatives to enhance the efficiency of the service desk and field operations.
Act as a point of escalation for critical incidents, ensuring effective communication and resolution.
Develop and maintain strong relationships with stakeholders, ensuring their IT support needs are met.
Conduct regular satisfaction surveys and implement feedback to improve the quality-of-service delivery.
Other duties as assigned.
CORE COMPETENCIES
Excellence
Customer Service
Integrity
Teamwork
Giving Back
LEADERSHIP COMPETENCIES
Models Leadership
Takes Ownership
Adapts & Adjusts
Connects & Serves
Develops Talent
Communicates with Impact
Thinks Strategically
Drives for Excellence
Improves & Innovates
JOB COMPETENCIES
Communication/Building Relationships
Customer/Client Focus
Performance Management
Problem Solving/Analysis
Initiative
SUPERVISORY RESPONSIBILITIES
This position directly supervises Service Desk and Field Operations personnel.
QUALIFICATIONS
Bachelor's degree in information technology, Computer Science, Business, or related field strongly preferred.
Over 5 years of experience managing a service desk and field operations team in a medium to large enterprise environment.
Expertise in service desk tools and ticketing systems (e.g., Freshworks, ServiceNow, Jira Service Management).
Demonstrated progressive experience in the supervision of a technical support team.
Understanding of IT Service Desk practices with strong emphasis on customer service.
Demonstrated computer skills including a working knowledge of MS Office products, including Outlook, Excel, Word, and PowerPoint.
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All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.