IT Service Desk Manager: Lead Ops & End-User Experience

Carrington Holding Company; Orange (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Comprehensive healthcare

Discretionary 401(k) match

Employee discounts portal

Training programs

Referral bonuses

Educational reimbursement

Charitable foundation involvement

Job summary

Carrington Mortgage Holdings is seeking a seasoned IT Service Desk Manager to lead Sr. Desktop Technicians and the Service Desk team in a fast-paced environment.

You will drive performance, SLAs, and customer satisfaction while coordinating with IT leadership on strategic initiatives. You will oversee desktop support, asset management, and end-user computing, ensuring security and compliance across platforms like Windows and Microsoft 365.

Qualifications

• Seven (7) or more years of progressive IT support, desktop support, or Service Desk experience.
• Three (3) or more years of supervisory, team lead, or management experience leading technical support teams.
• Experience managing Service Desk operations, ticketing systems, service level agreements, and end-user support organizations.
• Experience with Microsoft Windows administration, desktop deployment, endpoint management, and troubleshooting.
• Experience administering and supporting Microsoft 365 technologies and enterprise productivity applications preferred.
• Experience with IT asset management, software distribution, patch management, and endpoint management platforms.
• Experience with network troubleshooting and working knowledge of TCP/IP, LAN/WAN, wireless networking, and related technologies.
• ITIL Foundation certification preferred.

Responsibilities

• Lead, coach, develop, and manage a team of Sr. Desktop Technicians, Desktop Support Technicians, and other Service Desk personnel.
• Direct day-to-day Service Desk and Desktop Support operations, ensuring efficient and effective support for end-user technology services.
• Monitor service requests, incidents, escalations, and problem resolution activities to ensure SLAs are met.
• Serve as the primary escalation point for complex technical and operational issues.
• Implement and maintain Service Desk processes, procedures, standards, and documentation.
• Analyze service performance trends and implement corrective actions to improve service quality.
• Oversee asset lifecycle management, software license compliance, and procurement coordination.
• Partner with IT leadership to align Service Desk objectives with broader IT strategy.

Skills

IT team leadership

Service Desk management

Windows administration

Desktop deployment

Endpoint management

Microsoft 365 administration

ITIL knowledge

Networking basics

Troubleshooting

Education

Bachelor's degree in Information Technology / related field

Tools

Microsoft Intune

ManageEngine ServiceDesk

Job description

Carrington Mortgage Holdings is seeking a seasoned IT Service Desk Manager to lead Sr. Desktop Technicians and the Service Desk team in a fast-paced environment.

You will drive performance, SLAs, and customer satisfaction while coordinating with IT leadership on strategic initiatives. You will oversee desktop support, asset management, and end-user computing, ensuring security and compliance across platforms like Windows and Microsoft 365.