IT Service Desk Lead: Calm, High-Impact Support

Castelion Corporation; Torrance (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Castelion Corporation in Torrance, CA is seeking an experienced IT Service Desk Manager to lead frontline IT support for local and remote teams. You will own ticket triage, staff supervision, and incident response, ensuring fast, friendly service and reliable operations.

This role requires 3–5+ years in IT supervision, knowledge of Windows/Linux, Intune, Office 365, VPN, and a track record of improving SLA performance.

Qualifications

• 3–5+ years in an IT support supervisory or managerial role.
• Experience supporting engineering companies, DoD contractors, or fast-paced startups.
• Excellent teaching and training skills.
• Experience defining practical SLA metrics and tracking/reporting them.
• Familiarity with device management (Intune), asset inventory tracking, basic networking concepts, and onboarding/offboarding workflows.
• Demonstrated ability to troubleshoot hardware, OS (Windows/Linux), VPN, and enterprise software suites (Office 365).
• Work effectively with IT and engineering teams to close efficiency gaps and implement solutions.
• Excellent communication and interpersonal skills—delivering a first-class IT support experience.
• Able to prioritize tasks and work independently under pressure.
• Comfortable handling multiple tasks in a dynamic setting.

Responsibilities

• Serve as the primary support coordinator for all end-user IT issues (hardware, software, network, account access, etc.).
• Own accountability for the team to respond to, troubleshoot, and resolve tickets in a timely and professional manner.
• Ensure documentation of all support cases clearly, including resolution steps, and contribute to the internal knowledge base.
• Support laptops, peripherals, and software in a 75% Windows / 25% Linux environment.
• Function as part of incident response and communications.
• Occasionally travel 5–10% to other sites for onsite IT coordination or deployments.
• Identify, recommend, and implement process improvements to enhance end-user experience and efficiency.
• Drive a culture of empathy and calm under pressure.
• Establish and enforce hypercare procedures for VIPs and events.
• Mentor and lead IT technicians across multiple sites and time zones.

Skills

IT support leadership

Engineering/DoD experience

SLA metrics & reporting

Device management

Asset inventory tracking

Networking basics

Onboarding/offboarding workflows

Troubleshooting Windows/Linux

Office 365

Communication skills

Tools

Microsoft Intune

Office 365

VPN

Job description

Castelion Corporation in Torrance, CA is seeking an experienced IT Service Desk Manager to lead frontline IT support for local and remote teams. You will own ticket triage, staff supervision, and incident response, ensuring fast, friendly service and reliable operations.

This role requires 3–5+ years in IT supervision, knowledge of Windows/Linux, Intune, Office 365, VPN, and a track record of improving SLA performance.