Interim Assistant Director, Applications Development & Support

Irvine Technology Corporation; Downey (CA); On-site; USD 96,000 - 110,000; Full time

Job summary

Irvine Technology Corporation (ITC) is seeking an experienced Interim Service Delivery Manager to lead enterprise Service Desk and Desktop Support operations, improve service performance, and enhance the end-user experience. This hands-on leadership role is ideal for a proactive IT professional who excels at managing high-volume support environments and building relationships with executive stakeholders.

You will oversee daily operations, mentor L1/L2 teams, and monitor SLAs, ticket volumes, and

Qualifications

• Proven experience managing large-scale enterprise Service Desk, IT Call Center, Desktop Support, or high-volume tech support operations.
• Strong understanding of L1/L2 support, ITSM, incident management, escalation procedures, and service delivery best practices.
• Experience leading technical support teams, staffing, performance, and improving customer satisfaction.

Responsibilities

• Oversee daily Service Desk and Desktop Support operations across a large customer base.
• Lead and mentor L1/L2 support teams, manage staffing, workload, performance, and coverage.
• Serve as key contact for executive stakeholders, manage relationships and escalated concerns.
• Monitor service delivery metrics, SLAs, ticket volumes, and customer satisfaction to drive improvements.
• Strengthen incident management, escalation procedures, and ensure service continuity during tech transitions.

Skills

Enterprise Service Desk

Executive stakeholder mgmt

ITSM knowledge

Tools

BMC Remedy/RemedyForce

Job description

Interim Service Delivery Manager

Our client is seeking an experienced Interim Service Delivery Manager to lead enterprise Service Desk and Desktop Support operations, improve service performance, and enhance the end-user experience. This hands‑on leadership opportunity is ideal for a proactive IT professional who excels at managing high-volume support environments, leading technical teams, and building strong relationships with executive stakeholders.

For questions, contact [e-mail].

• Location: Downey, CA
• Compensation: This job is expected to pay about 70-80/HR
• No Visa Sponsorship Available for this role

What You’ll Do:

Key Responsibilities

• Oversee daily Service Desk and Desktop Support operations, ensuring timely resolution of incidents, service requests, and escalations across a large customer base.
• Lead and mentor L1/L2 support teams, managing staffing, workload distribution, performance, and service coverage to maintain consistent service delivery.
• Serve as a key point of contact for executive stakeholders, managing customer relationships, addressing escalated concerns, and driving accountability across support teams.
• Monitor service delivery metrics, SLAs, ticket volumes, and customer satisfaction to identify performance gaps and implement operational improvements.
• Strengthen incident management, escalation procedures, and support processes while maintaining service continuity during technology transitions.

What Gets You the Job:

Qualifications

• Proven experience managing large-scale enterprise Service Desk, IT Call Center, Desktop Support, or high-volume technical support operations.
• Strong understanding of L1/L2 support, IT service management (ITSM), incident management, escalation procedures, and service delivery best practices.
• Demonstrated success leading technical support teams, managing staffing and performance, and improving operational efficiency and customer satisfaction.
• Exceptional communication and stakeholder management skills, with the confidence to engage executive leadership, navigate challenging conversations, and drive accountability.
• Experience with enterprise ticketing platforms such as BMC Remedy/RemedyForce, with exposure to cloud transitions or complex service delivery environments preferred.

Irvine Technology Corporation (ITC)connects top talent with exceptional opportunities in IT, Security, Engineering, and Design. From startups to Fortune 500s, we partner with leading companies nationwide. Our AI recruiter, Avery helps streamline the first step of your journey—so we can focus on what matters most: helping you grow. Join us. Let us ELEVATE your career!

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.