Service Desk Manager: Lead SLA & ITIL Excellence

AV; Simi Valley (CA); On-site; USD 118,000 - 200,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company matching

Job summary

AV is seeking a Manager, Service Desk to oversee daily operations and frontline staff, ensuring timely, high-quality IT support. You will manage incident/workflow processes, SLA tracking, queue monitoring, and ITIL-based procedures across the organization, while coaching staff for consistent service levels.

This role leads a distributed team, enforces SOPs, and contributes to budgets and procurement. Strong experience with ServiceNow/Jira Service Management and endpoint management tools is

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5–7 years of IT Service Desk/Technical Support experience.
• 2–4 years of direct supervisory or team lead experience.
• 5+ years hands-on experience with enterprise desktop and mobile platforms (Windows, macOS, iOS, Linux).
• Experience administering enterprise ticketing platforms (e.g., ServiceNow, Jira Service Management, Ivanti).
• Working knowledge of endpoint management tools (Workspace ONE, Intune/MECM, Ivanti EPM).
• Proven track record of monitoring, meeting, and reporting on ITIL-aligned SLAs and KPIs.
• 40-hour on-site work week with flexibility for on-call escalations when required.

Responsibilities

• Aligns daily Service Desk operations with IT leadership’s strategy, communicating updates and metrics to leadership.
• Enforces SLAs to maintain resolution times and customer satisfaction.
• Implements and maintains SOPs for logging, triaging, escalation, and resolution of incidents and requests.
• Analyzes daily/weekly activity, identifies bottlenecks or trends, and applies fixes.
• Conducts performance evaluations, coaching, and goal setting for technicians.
• Monitors expenditures and contributes to budget forecasts for hardware/software/staffing.
• Manages ticketing workflows, catalogs, and asset tracking configurations.
• Evaluates Service Desk software and endpoint tools in coordination with procurement.
• Coordinates purchasing, provisioning, and deployment of end-user equipment.
• Supervises distributed/multi-site team with shift schedules and escalation coverage.
• Ensures prompt resolution of Tier 1–Tier 3 tickets across enterprise apps and hardware.
• Develops and maintains knowledge bases, self-service portals, and runbooks.
• Onboards and mentors junior technicians to improve competency.
• Provides hands-on support for escalations and CAB reviews.

Skills

ITIL

SLA tracking

Team leadership

Coaching

Incident management

Budgeting

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Jira Service Management

Ivanti

Workspace ONE

Intune/MECM

Ivanti EPM

Job description

AV is seeking a Manager, Service Desk to oversee daily operations and frontline staff, ensuring timely, high-quality IT support. You will manage incident/workflow processes, SLA tracking, queue monitoring, and ITIL-based procedures across the organization, while coaching staff for consistent service levels.

This role leads a distributed team, enforces SOPs, and contributes to budgets and procurement. Strong experience with ServiceNow/Jira Service Management and endpoint management tools is