Service Desk Manager

The Service Desk Manager will oversee service delivery, staff performance, SLA achievement, customer satisfaction, escalations, reporting, continuous improvement, and operational readiness. The successful candidate will combine strong technical support knowledge with proven leadership, IT service management expertise, and excellent customer-facing communication skills., * Manage the daily operation and performance of an enterprise Service Desk supporting approximately 5,000-10,000 users.

• Oversee Service Desk, deskside/end-user support, IMAC activities, and related IT support projects.
• Lead, coach, develop, and manage Service Desk and technical support personnel.
• Maintain appropriate staffing levels, schedules, coverage, workload distribution, and resource planning based on service demand.
• Analyze service trends, recurring incidents, ticket volumes, customer satisfaction, and support performance to identify improvement opportunities.
• Investigate SLA misses and recurring service issues and implement corrective actions through process improvements, training, automation, documentation, or staffing adjustments.
• Ensure Service Desk processes and procedures are clearly documented, maintained, and aligned with ITIL/ITSM best practices.
• Manage incident, request, problem, escalation, and knowledge-management processes.
• Support major and critical incidents by coordinating technical resources, managing escalations, and communicating status to customer and IT leadership.
• Participate in the implementation and transition of new technology services into production support.
• Develop support documentation, knowledge articles, escalation procedures, and staff training for newly introduced systems and services.
• Ensure new services are properly transitioned into the Service Desk with clearly defined support requirements, ownership, processes, and service levels.
• Serve as a primary point of contact for customer leadership regarding service performance, escalations, operational issues, and improvement initiatives.
• Conduct regular service reviews and executive-level account briefings covering performance, service trends, risks, improvement opportunities, and upcoming initiatives.
• Provide clear, factual, and timely communications during service disruptions and high-priority incidents.
• Work collaboratively with infrastructure, network, application, cybersecurity, desktop support, and other technical teams to resolve complex issues.
• Identify opportunities to improve the end-user experience through process optimization, self-service, knowledge management, automation, and improved support practices.
• Ensure applicable billable activities, project work, and additional services are properly documented and approved when required.
• Assist with identifying additional services or support opportunities that align with customer needs and organizational capabilities., Success in this position will be measured by:
• SLA and KPI performance
• First-contact and first-level resolution rates
• Incident and request response/resolution times
• Customer satisfaction
• Ticket backlog and aging
• Major incident response
• Staff productivity and development
• Quality of service documentation and knowledge management
• Reduction in recurring incidents
• Continuous improvement in overall service delivery

• Demonstrated experience managing an enterprise IT Service Desk, Help Desk, or End-User Support operation.
• Experience managing technical support teams in a large, complex environment.
• Strong knowledge of ITIL and IT Service Management (ITSM) principles and practices.
• Experience working with enterprise ITSM platforms such as ServiceNow, BMC Helix/Remedy, Jira Service Management, Ivanti, or similar platforms.
• Strong understanding of end-user computing, desktop support, identity/access issues, networking fundamentals, Microsoft environments, and enterprise IT support.
• Experience managing escalations and participating in major incident resolution.
• Demonstrated staff leadership, coaching, performance management, and workforce-planning experience.
• Strong analytical, problem-solving, and organizational skills.
• Ability to identify alternatives, evaluate business and technical considerations, make sound decisions, and clearly communicate recommendations.
• Excellent written and verbal communication skills with the ability to interact effectively with technical personnel, end users, managers, and executive leadership.
• Strong customer-service orientation and professional executive presence.
• Ability to prioritize competing demands and operate effectively in a fast-paced enterprise environment.

Preferred Qualifications

• ITIL Foundation certification or higher desired.
• Experience supporting an environment of 1,000+ users.
• Experience with ServiceNow, BMC Helix/Remedy, or another enterprise ITSM platform.
• Experience with service transition, continual service improvement, major incident management, and problem management.
• Experience managing both Service Desk and deskside/end-user support functions.
• Experience in a managed services, government, or large enterprise environment.
• Establish and monitor KPIs, SLAs, service metrics, dashboards, scorecards, and operational reports. Key Success Measures

• Pay rate depends on experience
• Medical benefits
• Paid vacation
• Paid holidays

Intratek Computer, Inc., an Irvine, California based company, was founded and incorporated in 1989 as a computer service, support, and networking firm to provide state-of-the-art customized information technology solutions. From our many offices nationwide we have comprehensive experience providing IT support services, including hardware and software support, maintenance and repair, programming, networking, web design and development, and helpdesk implementation and management.