IT Service Desk Manager: Lead Calm, High-Impact Support

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

Job summary

Castelion is seeking an IT Service Desk Manager to lead frontline IT support in Torrance, CA. You will manage a growing team, coordinate issue resolution, and improve service with a focus on rapid, empathetic user interactions.

The role demands strong technical acumen and people leadership in a high‑tempo environment. The ideal candidate has 3–5+ years in IT leadership, experience with engineering or DoD contractors, and a proven track record of defining SLA metrics and driving process

Qualifications

• 3–5+ years in IT support supervision, lead, or managerial role.
• Experience supporting engineering companies or DoD contractors.
• Strong teaching and training skills.
• Experience defining and tracking practical SLAs and reporting them.
• Familiarity with device management (Intune), asset inventory, networking basics, and onboarding/offboarding workflows.
• Demonstrated ability to troubleshoot across Windows/Linux, VPN, and enterprise software (Office 365).
• Ability to collaborate with IT and engineering teams to find efficiency gaps and drive solutions.
• Excellent communication and interpersonal skills, delivering a first‑class IT experience.

Responsibilities

• Serve as the primary support coordinator for all end‑user IT issues (hardware, software, network, account access, etc.).
• Own accountability for your team to respond, troubleshoot, and resolve service desk tickets promptly.
• Document all support cases with clear resolution steps and contribute to the knowledge base.
• Support laptops, peripherals, and software in a 75% Windows / 25% Linux environment.
• Act 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 user experience and efficiency.
• Foster a culture of empathy and calm under pressure; mentor IT technicians as the team scales.

Skills

IT management

DoD contractor experience

SLA metrics

Intune

Windows/Linux

VPN

Office 365

Tools

Microsoft Intune

Windows

Linux

Job description

Castelion is seeking an IT Service Desk Manager to lead frontline IT support in Torrance, CA. You will manage a growing team, coordinate issue resolution, and improve service with a focus on rapid, empathetic user interactions.

The role demands strong technical acumen and people leadership in a high‑tempo environment. The ideal candidate has 3–5+ years in IT leadership, experience with engineering or DoD contractors, and a proven track record of defining SLA metrics and driving process