Hybrid Service Desk Lead – ITSM & Team Excellence

Nautilus International Holding Corporation; Long Beach (CA); Hybrid; USD 119,000 - 178,000; Full time

Benefits offered by this job

401(k) with company matching

Health, dental and vision

Paid vacation and holidays

Employee Assistance Program (EAP)

Pet insurance

Remote work eligibility: 1 remote day/

Job summary

Nautilus International Holding Corp seeks a Service Desk Manager to lead a modern IT Help Desk supporting ~400 employees across port terminals, cruise operations, and offices. You will manage a 5–6 person team, own the Freshservice ITSM platform, and drive metrics such as FCR, MTTR, and CSAT.

In this role you will partner with IT Governance to deliver repeatable, auditable service delivery, own IT procurement for end-user computing, and maintain the enterprise software license renewals.

Qualifications

• 5+ years IT support experience, incl. 2+ years in a Service Desk leadership role.
• 2+ years hands-on Help Desk support (Windows/Mac/mobile, networking, auth).
• Experience administering ITSM platforms (Freshservice, Jira, ServiceNow).
• Proven ability to hire, coach, and review team performance.

Responsibilities

• Lead day-to-day Service Desk operations and a 5–6 person team.
• Manage ticket queues, escalations, and SLA adherence across teams.
• Perform annual reviews and design training plans; support certifications.
• Own Freshservice governance, workflows, SLAs, and reporting.
• Oversee IT procurement, asset lifecycle, and license renewals.
• Develop KPI dashboards and drive data-driven improvements.
• Mentor staff toward advanced ITSM roles and specialization.

Skills

Leadership

Team management

Customer service

Problem solving

Data-driven decisions

Prioritization

Education

High school diploma or GED

Associate's degree in IT, computer science, or business preferred

Tools

Freshservice

Entra ID

Freshcaller

Jira Service Management

Active Directory

Job description

Nautilus International Holding Corp seeks a Service Desk Manager to lead a modern IT Help Desk supporting ~400 employees across port terminals, cruise operations, and offices. You will manage a 5–6 person team, own the Freshservice ITSM platform, and drive metrics such as FCR, MTTR, and CSAT.

In this role you will partner with IT Governance to deliver repeatable, auditable service delivery, own IT procurement for end-user computing, and maintain the enterprise software license renewals.