Service Desk Manager

Date: May 1, 2024

Location:

Roseville, CA, US, 95747-6645

Req ID: 24165

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

The Service Desk Manager is responsible for the overall management of the Tier 1/2 Service Desk and Remote Maintenance Operations teams.

Your role in our mission

- Lead the day-to-day activities of the Service Desk and Remote Maintenance Staff

- Manage Tier 1/2 incidents that occur in non-production and Production environments

- Coordinate with other CalSAWS contractors regarding escalation of incidents to Tier 3

- Oversee requests, incidents, and problems reported to the Service Desk

- Manage and coordinate urgent and complicated support issues and act as an escalation point for requests and incidents

- Maturing phone/ticket escalation processes to improve free-flowing escalation and information within the organization

- Monitor and manage the phone queue (participate in escalated calls as needed)

- Thoroughly document, consistently audit, and regularly improve processes used by the Service Desk

- Collect feedback to determine patterns and issues so they can be resolved, identifying FAQs that can be provided for troubleshooting

- Train, coach, and mentor Service Desk and Remote Maintenance staff including career development

- Provide data and reporting of KPIs and trends.

What we're looking for

- A minimum of two (2) years of experience within the past five (5) years working in a service desk/help desk.

- A minimum of two (2) years of experience within the past five (5) years working in a help desk environment serving over 2,500 end users.

- A minimum of two (2) years of experience within the past five (5) years with the ServiceNow platform and tools.

- ITIL 4 current certification

- Bachelor’s degree or equivalent experience is required.

What you should expect in this role

Candidate must live in the greater Sacramento Metropolitan area – specifically, Roseville, CA

Candidate must work on-site.

Candidate must be able to provide two external references to certify performance and qualifications.

The deadline to submit applications for this posting is 5/31/2024

#LI-LM1

The pay range for this position is $100,000 - $160,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.