Service Desk Operations Leader

AeroVironment, Inc.; Simi Valley (CA); On-site; USD 123,000 - 209,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Flexible work schedule

Job summary

AeroVironment, Inc. is seeking a Manager, Service Desk to oversee daily operations, frontline staff, and incident management in a high-demand IT environment.

You will drive ITIL-aligned processes, monitor SLAs, and coach staff to ensure top-tier service delivery across enterprise applications and hardware. The role requires hands-on escalation support when needed, process optimization, and collaboration with IT leadership to align service desk activities with strategic goals.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent).
• 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 supporting enterprise desktop and mobile platforms.
• Experience administering enterprise ticketing platforms (ServiceNow, Jira Service Management, Ivanti).
• Knowledge of enterprise endpoint management and software deployment tools (VMware Workspace ONE, Microsoft Intune/MECM, Ivanti EPM).
• Proven ability to monitor and report on ITIL-aligned SLAs and KPIs.
• 40-hour on-site work week with on-call flexibility when required.

Responsibilities

• Align daily Service Desk operations with IT leadership’s strategy and report metrics to leadership.
• Enforce SLAs to maintain resolution times and customer satisfaction.
• Implement and maintain SOPs for logging, triaging, escalation, and resolution of incidents and requests.
• Analyze daily/weekly activity to identify bottlenecks and implement fixes.
• Conduct performance evaluations and coaching for technicians.
• Monitor operating expenditures and contribute to hardware/software/staffing budgets.
• Manage ticketing workflows, catalogs, and asset tracking configurations.
• Coordinate procurement and deployment of end-user computing hardware and peripherals.
• Supervise distributed/multi-site support teams and manage shift schedules.
• Ensure timely resolutions of Tier 1–Tier 3 tickets across applications and hardware.
• Develop and maintain end-user knowledge bases and runbooks.
• Onboard/train/mentor junior technicians to raise competency.
• Provide hands-on support for executive escalation cases.

Skills

Leadership

Communication

Analytical skills

Customer-service mindset

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Jira Service Management

Ivanti

VMware Workspace ONE

Microsoft Intune/MECM

Ivanti EPM

Job description

AeroVironment, Inc. is seeking a Manager, Service Desk to oversee daily operations, frontline staff, and incident management in a high-demand IT environment.

You will drive ITIL-aligned processes, monitor SLAs, and coach staff to ensure top-tier service delivery across enterprise applications and hardware. The role requires hands-on escalation support when needed, process optimization, and collaboration with IT leadership to align service desk activities with strategic goals.