Senior Service Desk Manager – Incident & IT Operations

Foxconn E BG Group; Santa Clara (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

Foxconn E BG Group in Santa Clara, CA is seeking an SDM Engineer to oversee the Service Desk operations, ensure SLA adherence, and drive incident management improvements in a manufacturing environment.

You will lead senior technicians, mentor team leads, manage escalations to second- and third-line support, and coordinate on-site responses for high-priority incidents while maintaining thorough documentation and knowledge sharing across the organization.

Qualifications

• Bachelor’s degree in computer science, IT, CS, or related field.
• Minimum of 3 years of experience in technical support in Manufacturing.
• Experience with ticketing platforms and monitoring tools.

Responsibilities

• Provide strategic leadership for the Service Desk operation by establishing goals and aligning with IT objectives.
• Lead, mentor, and manage senior technicians and team leads with regular reviews and coaching.
• Analyze service trends and incidents to identify root causes and implement preventive measures.
• Ensure accurate documentation of incidents and resolutions in the ticketing system.

Skills

Service Desk leadership

Incident management

SQL troubleshooting

Mentoring / team leadership

Education

Bachelor’s degree in computer science, IT, or related field

Job description

Foxconn E BG Group in Santa Clara, CA is seeking an SDM Engineer to oversee the Service Desk operations, ensure SLA adherence, and drive incident management improvements in a manufacturing environment.

You will lead senior technicians, mentor team leads, manage escalations to second- and third-line support, and coordinate on-site responses for high-priority incidents while maintaining thorough documentation and knowledge sharing across the organization.