Role: Service Manager (Deskside and Service Desk)

Location: San Diego, CA (Onsite)

Need Experience: Need desktop manager who have manager MSP and hands-on on ServiceNow & ITIL for San Diego, CA location.

Job Description:

Position Summary: The Service Manager is responsible for overseeing and coordinating the Deskside and Service Desk functions within the organization. This role involves managing and supporting a team of professionals who provide technical support to end-users, ensuring efficient and effective resolution of IT-related issues, and maintaining a productive and user-friendly work environment. The Service Manager reports to the SDM and collaborates with other IT and facilities management teams.

Key Responsibilities:

• Team Leadership:
• Supervise, train, and mentor Deskside Support Technicians and Service Desk Agents.
• Ensure team members are well-equipped to provide high-quality technical support to end-users.
• Foster a positive and collaborative work environment within the team.
• Service Desk Management:
• Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
• Monitor and improve service desk KPIs, such as response and resolution times.
• Implement and maintain incident and request management processes.
• Deskside Support Management:
• Manage on-site technical support for end-users, including hardware and software troubleshooting.
• Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
• Manage hardware and software inventory and maintenance.
• End-User Support:
• Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
• Escalate complex technical issues to appropriate teams and ensure follow-up and resolution.
• Identify opportunities for process improvement and user education.
• Problem Resolution:
• Proactively identify recurring issues and work on long-term solutions to prevent them.
• Maintain a knowledge base for common issues and solutions.
• Collaborate with other IT teams to resolve complex technical problems.
• Vendor and Asset Management:
• Manage vendor relationships for hardware and software procurement and support agreements.
• Ensure proper asset tracking, inventory control, and budget management for the Deskside and Service Desk functions.
• Documentation and Reporting:
• Maintain accurate records and documentation for service desk and deskside activities.
• Generate regular reports on key performance indicators and service desk metrics.
• Security and Compliance:
• Ensure compliance with security policies, procedures, and standards.
• Participate in IT security and compliance initiatives.

Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field (or equivalent work experience).
• Proven experience in managing service desk and deskside support teams.
• Excellent knowledge of IT service management (ITSM) processes and tools.
• Strong communication, problem-solving, and interpersonal skills.
• Knowledge of IT security best practices.
• ITIL certification is a plus.
• Experience with asset management and procurement processes.

Job Type: Contract

Pay: $55.00 per hour

Schedule:

• 8 hour shift
• Morning shift

Experience:

• Implementation Client (TCS, Wipro, HCL, Capgemini): 4 years (Preferred)
• Desktop Manager: 5 years (Preferred)

Work Location: On the road