Senior Service Desk & Desktop Support Leader

Irvine Technology Corporation

Downey (CA)

On-site

USD 96,000 - 110,000

Full time

3 days ago

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Job summary

Irvine Technology Corporation (ITC) is seeking an experienced Interim Service Delivery Manager to lead enterprise Service Desk and Desktop Support operations, improve service performance, and enhance the end-user experience. This hands-on leadership role is ideal for a proactive IT professional who excels at managing high-volume support environments and building relationships with executive stakeholders.

You will oversee daily operations, mentor L1/L2 teams, and monitor SLAs, ticket volumes, and

Qualifications

Proven experience managing large-scale enterprise Service Desk, IT Call Center, Desktop Support, or high-volume tech support operations.
Strong understanding of L1/L2 support, ITSM, incident management, escalation procedures, and service delivery best practices.
Experience leading technical support teams, staffing, performance, and improving customer satisfaction.

Responsibilities

Oversee daily Service Desk and Desktop Support operations across a large customer base.
Lead and mentor L1/L2 support teams, manage staffing, workload, performance, and coverage.
Serve as key contact for executive stakeholders, manage relationships and escalated concerns.
Monitor service delivery metrics, SLAs, ticket volumes, and customer satisfaction to drive improvements.
Strengthen incident management, escalation procedures, and ensure service continuity during tech transitions.