IT Service Desk Lead – Remote (PST Hours)

Irvine Technology Corporation; Garden Grove (CA); Remote; USD 41,000 - 48,000; Full time

Job summary

Irvine Technology Corporation is seeking an IT Queue Manager to run its Service Desk queue for roughly 8,000 business users. You will triage, prioritize, and route each request to the right analyst, then roll up your sleeves and resolve issues yourself. As the face of IT, you’ll bring sound judgment, strong service instincts, and a real commitment to a great user experience.

Location: Remote – must reside in Pacific Time hours. Compensation: $30–$35/hr. No visa sponsorship.

Qualifications

• 3+ years in an IT Service Desk or IT Operations environment supporting geographically distributed enterprise users.
• Hands-on experience with Microsoft 365, Entra ID, Intune, Windows, Active Directory, Azure, and endpoint management.
• Experience with ITSM platforms such as HaloITSM, ServiceNow, or Jira and ITIL incident, problem, and service request management.

Responsibilities

• Triage and assign incoming incidents, service requests, and escalations based on urgency, impact, complexity, SLAs, and analyst skills and capacity.
• Spend about half your time resolving tickets hands-on across Microsoft 365, Teams, SharePoint, Active Directory, Entra ID, Intune, and endpoint devices, focusing on first-call resolution.
• Serve as an escalation point for analysts, coaching them through complex issues and ensuring ITIL-aligned procedures are followed.
• Monitor queue metrics, aging tickets, and approaching SLA breaches, and rebalance workloads before they affect users.
• Write and maintain SOPs, knowledge articles, escalation matrices, and runbooks, and find opportunities to improve processes and self-service.

Skills

ITIL

IT Service Desk

Microsoft 365

Customer service

Tools

HaloITSM

ServiceNow

Jira

Job description

Irvine Technology Corporation is seeking an IT Queue Manager to run its Service Desk queue for roughly 8,000 business users. You will triage, prioritize, and route each request to the right analyst, then roll up your sleeves and resolve issues yourself. As the face of IT, you’ll bring sound judgment, strong service instincts, and a real commitment to a great user experience.

Location: Remote – must reside in Pacific Time hours. Compensation: $30–$35/hr. No visa sponsorship.