Service Desk Manager

KHS•Bakersfield, CA

13d•Onsite

About The Position

The Service Desk Manager is responsible for the daily operation, performance, and continuous improvement of the IT Service Desk. This role ensures timely, high‑quality support for end users by managing staff, processes, tools, and service levels while acting as the primary escalation point for incidents, requests, and customer experience issues. The manager partners closely with IT Operations, Security, Telecom, Applications, and business stakeholders to ensure reliable service delivery across the organization.

Requirements

Bachelor’s degree in computer science from an accredited institution or related field required.
8 years of experience in service delivery management, resource allocation, or operations management roles required. 3 of 8 years of supervising/mentoring/ leading staff required.
OR
10 years of experience in service delivery management, resource allocation, or operations management roles. 3 of 10 years of supervising/ mentoring/ leading staff required.

Responsibilities

Oversee day‑to-day Service Desk operations, ensuring incidents, service requests, and access requests are logged, prioritized, assigned, and resolved according to defined SLAs.
Monitor ticket queues, backlog, and aging tickets to ensure timely resolution and proper escalation.
Act as the primary escalation point for high‑impact incidents, user complaints, and service disruptions.
Coordinate daily workload distribution and staffing coverage to meet business demand, including after‑hours or on‑call support when applicable.
Lead, coach, and develop Service Desk staff through regular check‑ins, performance feedback, and skills development.
Conduct daily or weekly stand‑ups to review priorities, incidents, and operational issues.
Ensure team adherence to IT policies, procedures, security standards, and customer service expectations.
Support hiring, onboarding, scheduling, and performance management of Service Desk personnel.
Ensure consistent execution of incident, request, and escalation workflows across the Service Desk.
Identify recurring incidents and trends; initiate problem management activities in collaboration with IT Operations and other department leaders.
Coordinate major incident communications, user notifications, and post‑incident reviews.
Own Service Desk processes aligned with ITIL practices, including incident management, request fulfillment, knowledge management, and service catalog execution.
Maintain and continuously improve the service catalog, workflows, and request forms to reduce friction and improve user experience.
Drive adoption and maintenance of knowledge base articles to improve first‑contact resolution and self‑service.
Identify automation and process improvement opportunities to increase efficiency and reduce ticket volume.
Track and report on Service Desk KPIs such as ticket volume, SLA compliance, resolution time, backlog, and customer satisfaction.
Review metrics daily and weekly to proactively address performance gaps and capacity issues.
Prepare operational summaries and executive‑level reporting for IT leadership.
Serve as the primary Service Desk liaison to other business units.
Coordinate with third‑party vendors and managed service providers supporting Service Desk functions or tools.
Ensure effective communication with users during outages, planned maintenance, and service changes.
Oversee Service Desk support for end-user hardware, peripherals, onboarding/offboarding, and access management activities.
Ensure accurate documentation and handoff for provisioning, deprovisioning, and equipment lifecycle activities.