IT Service Desk Leader | SLA-Driven, Mentoring & Escalations

Red Cup IT, Inc.; Los Angeles (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

A tech solutions firm in Los Angeles seeks an IT Service Desk Manager to oversee the service desk operations, ensuring timely support and service level adherence. This role involves managing a team, handling escalated issues, and driving continuous improvement in support processes. Candidates should possess leadership experience, strong ITIL knowledge, and excellent communication skills. Join a dynamic environment focused on high-quality customer service and operational excellence.

Qualifications

• Several years' experience in a service desk or IT support environment.
• Prior team leadership or supervisory experience.
• Strong communication and customer service skills.

Responsibilities

• Manage daily service desk operations including ticket queue management.
• Lead, coach, and develop service desk analysts.
• Handle escalated incidents and high-priority issues.
• Analyze metrics and customer feedback for improvements.
• Collaborate with wider IT for major incident handling.

Skills

Service desk management

Team leadership

Customer service

Incident management

ITIL practices

Education

ITIL Foundation certification

Job description

A tech solutions firm in Los Angeles seeks an IT Service Desk Manager to oversee the service desk operations, ensuring timely support and service level adherence. This role involves managing a team, handling escalated issues, and driving continuous improvement in support processes. Candidates should possess leadership experience, strong ITIL knowledge, and excellent communication skills. Join a dynamic environment focused on high-quality customer service and operational excellence.