Information Technology Service Desk Manager

Manager, IT Service Desk

Location: Orange County, CA (Hybrid)

Pay Rate: $70–$80/hr

Johnson Service Group (JSG) is seeking an experienced Manager, IT Service Desk for a financial services partner in Orange County. This leadership role will oversee enterprise IT support operations, end-user computing, back-office systems, infrastructure services, and service delivery across branch, corporate, and remote environments.

Key Responsibilities

• Lead and manage IT Service Desk, End User Computing, Collaboration, Remote Access, and Back-Office Systems teams
• Balance strategic initiatives, operational support, and project management responsibilities in a fast-paced environment
• Manage multiple concurrent projects, including technology upgrades, deployments, and enterprise-wide initiatives
• Oversee IT ticketing systems, asset management, inventory control, software licensing, and service delivery processes
• Manage enterprise patching, upgrades, monitoring, and support for servers, desktops, laptops, printers, mobile devices, and network-connected equipment
• Provide leadership for Microsoft 365/O365, file sharing, collaboration, communication, and productivity platforms
• Administer and support enterprise storage solutions, including Dell EMC and Pure Storage environments
• Oversee backup, recovery, disaster recovery, and business continuity processes for critical systems and applications
• .Partner with Information Security, HR, and business stakeholders to ensure secure access management and regulatory compliance
• Manage vendor relationships, RFP processes, contract negotiations, budgeting, and cost analysis
• Implement and maintain ITIL best practices to improve service delivery, operational efficiency, and customer satisfaction
• Lead, mentor, coach, and develop technical teams while fostering a culture of accountability and continuous improvement
• Support executive leadership, branch operations, and remote workforce technology needs

Preferred Experience

• Experience managing or supporting enterprise Data Center operations, including servers, storage, virtualization, backup/recovery, and high-availability environments
• Experience working within a Managed Services Provider (MSP) environment, supporting multiple business units, clients, or complex service delivery models
• Financial services, banking, credit union, healthcare, or other highly regulated industry experience preferred
• Strong knowledge of Microsoft 365, Active Directory, endpoint management, enterprise storage, backup solutions, and IT infrastructure operations

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or equivalent experience
• Proven leadership experience managing IT Service Desk, Infrastructure, End User Computing, or IT Operations teams
• Strong background in IT operations, project management, service delivery, and team development
• Experience managing enterprise technology environments, vendor relationships, budgets, and strategic initiatives
• Excellent communication, stakeholder management, and problem-solving skills

Ideal Candidate

The ideal candidate will bring a combination of IT Service Desk leadership, enterprise infrastructure expertise, Data Center operations experience, and MSP experience, along with a strong customer-service mindset and the ability to lead teams in a highly regulated financial services environment.