IT Service Desk Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Lead, mentor, develop, and supervise Senior Desktop Technicians, Desktop Support Technicians, and additional Service Desk personnel.

• Set team objectives, performance standards, and operational metrics.

• Conduct performance reviews and formulate development plans.

• Manage staffing, scheduling, workload distribution, and resource allocation.

• Oversee daily operations of the Service Desk and Desktop Support.

• Monitor service requests, incidents, escalations, and problem resolutions in accordance with SLAs.

• Act as the primary escalation point for complex technical and operational challenges.

• Maintain processes, procedures, standards, and documentation for the Service Desk.

• Analyze service trends and implement corrective measures.

• Oversee the lifecycle management of desktops, laptops, mobile devices, peripherals, and endpoints.

• Manage imaging, software packaging, operating system deployment, patch management, and device provisioning.

• Supervise user account administration and access management.

• Enhance efficiency through automation, standardization, self-service options, and process improvements.

• Collaborate with Infrastructure, Information Security, Applications, and Business Technology teams.

• Engage in IT projects and support end-user adoption efforts.

• Manage IT asset lifecycle, software license compliance, and vendor support.

• Assist with planning and forecasting the Service Desk budget.

• Develop and present operational reports and service metrics to IT leadership.

• Ensure adherence to policies, security standards, audit requirements, SSAE18, and NIST standards.

• Support biannual disaster recovery testing for both the Service Desk and end-user computing.

• Collaborate with the VP of IT Operations on strategy, risks, resource requirements, and team performance.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; equivalent combinations of education and experience may be accepted.

• Seven or more years of progressive experience in IT support, desktop support, or Service Desk roles.

• At least three years of experience in a supervisory, team lead, or management capacity overseeing technical support teams.

• Proficient in managing Service Desk operations, ticketing systems, SLAs, and end-user support organizations.

• Skilled in Microsoft Windows administration, desktop deployment, endpoint management, and troubleshooting.

• Experience with administering and supporting Microsoft 365 technologies and enterprise productivity applications is preferred.

• Familiarity with IT asset management, software distribution, patch management, and endpoint management platforms.

• Background in network troubleshooting and a working knowledge of TCP/IP, LAN/WAN, wireless networking, and related technologies.

• ITIL Foundation certification is preferred.

• Relevant industry certifications such as Microsoft, CompTIA, HDI, or others are preferred.

• Previous experience as a Senior Desktop Technician or in a similar senior desktop/service desk support position is highly desirable.

🏝️ Benefits

• Comprehensive healthcare plans available for you and your family.

• Discretionary 401(k) match of 50% on the first 4% of contributions.

• Discounts on fitness, restaurants, retail, and other services for employees.

• Customized training programs tailored to your professional growth.

• Employee referral bonuses to reward your connections.

• Educational reimbursement to support your continuous learning.

• Opportunities to participate in community support initiatives through the Carrington Charitable Foundation.