> Markdown version of [/jobs/ext/596646-service-desk-manager-hybrid-in-los-angeles-county-ca](https://www.wearedevelopers.com/jobs/ext/596646-service-desk-manager-hybrid-in-los-angeles-county-ca). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - Hybrid in Los Angeles County, CA - **Company:** EK ASSOCIATES INC - **Location:** Los Angeles County, CA, United States (Remote available) - **Experience:** Experienced - **Salary:** $80,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Software as a Service, Knowledge Management, Enterprise Software Applications, Zendesk, Servicenow - **Published:** June 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6b1707f3a7963fb2 ## About the Role Do you have experience in Zendesk?, Required Experience * 3-5+ years managing service desk, help desk, or application support teams * Experience supporting SaaS or enterprise applications in high-volume environments * Strong understanding of ITSM practices (Incident, Request, Escalation, Knowledge Management) * Hands-on experience with ServiceNow, Jira Service Management, Zendesk, or similar platforms * Experience handling escalations, difficult stakeholders, and politically sensitive environments * Ability to coach analysts, manage performance, and maintain team morale under pressure * Strong communication skills - clear, steady, and professional * Local to Los Angeles County and able to travel to Norwalk regularly Preferred Experience * Experience supporting government, public sector, or large enterprise clients * Experience managing 10+ analysts or scaling a service desk during a major rollout * Experience producing SLA reports, dashboards, and operational scorecards * Experience with knowledge-centered support (KCS) or similar frameworks, * Calm under pressure * Direct, steady, and emotionally regulated * Skilled at de-escalation and expectation-setting * Comfortable being the "buffer" between the client and the team * Able to coach analysts without micromanaging * Operationally disciplined and detail-oriented * Someone who can take ownership and run the desk like a business You are not: * Easily flustered * Defensive or reactive * Someone who avoids conflict * Someone who needs perfect structure to operate * Someone who struggles with demanding stakeholders, * handling escalations or high-visibility incidents: 3 years (Preferred) * ITSM platforms (ServiceNow, Jira, Zendesk, etc.): 3 years (Preferred) * service desk or application support team: 3 years (Required) Language: * English (Required) ## Description We are hiring a Service Desk Manager to lead a team of 5-10 analysts supporting a large-scale SaaS implementation for Los Angeles County. This role is ideal for someone who thrives in fast-moving environments, can stabilize teams under pressure, and can serve as the primary interface with a demanding public-sector client. You will manage day-to-day operations, coach analysts, handle escalations, and ensure the service desk meets all SLA and performance expectations during a major system rollout and stabilization period. This is a local, hybrid role - you will work from home but must be able to travel to the Norwalk office several times per week. What You'll Do: * Lead daily operations of the Service Desk supporting a high-volume SaaS application (CWS-CARES) * Manage, coach, and develop a team of 5-10 analysts (remote + on-site) * Serve as the primary escalation point for critical incidents, client complaints, and performance issues * Monitor ticket queues, SLAs, and service performance metrics * Conduct daily standups, workload balancing, and shift coverage planning * Provide direct support to analysts during complex or high-visibility incidents * Build strong relationships with County leadership, project stakeholders, and technical teams * Produce operational reports, dashboards, and trend analysis * Implement process improvements, knowledge management practices, and quality standards * Maintain a calm, steady presence during high-pressure situations, including Go-Live and system outages * Represent the service desk professionally during executive-level conversations and escalations What this role is NOT: * A technical engineering role. * A project management role. * This is not a hands-off leadership role. This is an operational, people-focused management role where you lead a support team, handle escalations, and keep the environment steady during a major system rollout., This role is critical to ensuring: * Timely and accurate resolution of application issues * Smooth day-to-day operations for 30 thousand statewide users * High-quality support for a complex, mission-critical enterprise system * Strong collaboration between end users, technical teams, and business stakeholders Pay: $80,000.00 per year ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)