IT Service Desk Manager - Lead & Elevate End-User Support

Carrington Holding Company, LLC; Orange (CA); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match program

Educational reimbursement

Employee referral bonuses

Training programs

Job summary

Carrington Mortgage Holdings is seeking a Senior Service Desk Manager to lead a team of Sr. Desktop Technicians and Desktop Support staff.

The role focuses on enforcing service delivery standards, managing performance, and driving continuous improvement to enhance customer satisfaction and operational efficiency. You will liaison between business units and IT leadership, report to the VP of IT Operations, and ensure all activities comply with company policies and applicable laws.

Qualifications

• Bachelor's degree or equivalent in a relevant IT field.
• 7+ years in progressive IT support or Service Desk roles.
• 3+ years in supervisory or management positions leading technical teams.
• Experience with Service Desk operations, ticketing systems, SLAs, and end-user support.
• Experience with Windows administration, desktop deployment, and endpoint management.
• Experience with Microsoft 365 technologies and enterprise productivity apps.
• Experience with IT asset management, software distribution, patch management, and endpoint management platforms.
• Experience with network troubleshooting and TCP/IP, LAN/WAN, wireless networking basics.
• ITIL Foundation certification preferred; other certs (Microsoft, CompTIA, HDI) preferred.
• Prior Sr. Desktop Technician or senior desktop/service desk experience is desirable.

Responsibilities

• Direct and manage day-to-day Service Desk and Desktop Support operations.
• Monitor requests, incidents, escalations, and problem resolution to meet SLAs.
• Serve as primary escalation point for complex issues.
• Develop and enforce Service Desk processes, standards, and documentation.
• Improve service quality, responsiveness, and customer satisfaction through metrics.
• Oversee asset lifecycle, software licenses, and device provisioning.
• Collaborate with Infrastructure, Security, Applications, and Business Technology teams to resolve systemic issues.
• Support IT projects to ensure Service Desk readiness and user adoption.

Skills

Leadership

Team management

Service Desk operations

Ticketing systems

SLA management

Windows administration

Desktop deployment

Endpoint management

Microsoft 365

IT asset management

Software distribution

Patch management

Network troubleshooting

ITIL Foundation

Industry certifications (Microsoft/Com

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or related field

Equivalent combination of education and experience

Job description

Carrington Mortgage Holdings is seeking a Senior Service Desk Manager to lead a team of Sr. Desktop Technicians and Desktop Support staff.

The role focuses on enforcing service delivery standards, managing performance, and driving continuous improvement to enhance customer satisfaction and operational efficiency. You will liaison between business units and IT leadership, report to the VP of IT Operations, and ensure all activities comply with company policies and applicable laws.