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Service Desk Manager

Date:  Feb 26, 2023

Rancho Cordova, CA, US, 95670-6351 Roseville, CA, US, 95747-6645

Req ID:  14256


The Infrastructure Operations Service Desk Lead is responsible for the day-to-day management of the Tier 1 and 2 Service Desk.

Your role in our mission

  • Lead the day-to-day activities of the Contractor Service Desk Staff.
  • Manage Tier 1 and 2 incidents that occur in non-production and Production environments.
  • Coordinate with other 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. Act as escalation point for all requests and incidents.
  • Mature phone/ticket escalation processes to improve free flowing escalation and information within the organization.
  • Monitor and manage phone queue (participating 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 such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting
  • Train, coach and mentor Service Desk Specialists (Tiers 1 and 2) including career development.
  • Provide data and reporting of KPIs and trends.

What we're looking for

  • A minimum of two (2) years of lead 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.
  • Hold and maintain for the duration of the contract an ITIL certification.

What you should expect in this role

Fully on site;

Potential office location(s) include: Rancho Cordova, CA; Roseville, CA; Norwalk, CA.


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