Talent.com
Onsite Computing, Inc.
Service Desk ManagerOnsite Computing, Inc. • Corona, CA, United States
No longer accepting applications
Service Desk Manager

Service Desk Manager

Onsite Computing, Inc. • Corona, CA, United States
30+ days ago
Job type
  • Full-time
Job description

Service Desk Manager

The Service Desk Manager is responsible for overseeing the performance and day-to-day operations of the Service Desk, ensuring the delivery of high-quality IT support services to clients. This role drives service excellence through effective team leadership, process optimization, and accountability to service level agreements (SLAs) and key performance indicators (KPIs). The Service Desk Manager serves as both an internal leader and external client liaison, ensuring consistent service delivery, strong communication, and continuous improvement across all support functions.

Key Responsibilities

  • Manage and monitor incoming service requests, calls, and ticket queues to ensure timely and efficient response.
  • Assign, prioritize, and balance workload across the support team based on urgency, impact, and SLA requirements.
  • Act as the primary escalation point for complex issues, coordinating resolution efforts across technical teams.
  • Ensure consistent adherence to service delivery standards and operational workflows.
  • Lead, mentor, and develop service desk personnel through regular coaching, feedback, and performance reviews.
  • Identify training needs and implement development plans to improve technical and customer service skills.
  • Foster a collaborative team environment, addressing conflicts and promoting accountability.
  • Organize and support team-building initiatives to strengthen engagement and morale.
  • Act as a liaison between clients and the service desk to address service delivery concerns and escalations.
  • Manage client expectations across all communication channels (phone, email, remote support, and onsite engagements).
  • Support both reactive support efforts and proactive service initiatives, including scheduled client visits.
  • Partner with leadership and account management teams to improve client satisfaction and retention.
  • Identify gaps in Standard Operating Procedures (SOPs) and lead efforts to develop, refine, and document processes.
  • Ensure the team follows established procedures for routine tasks such as user provisioning, workstation setup, and system configuration.
  • Continuously improve workflows to increase efficiency, consistency, and service quality.
  • Enforce timely, accurate, and thorough documentation of all service activities within the ticketing system.
  • Ensure consistency in documentation for assets, configurations, credentials, and processes.
  • Maintain high standards for documentation quality to support operational continuity and compliance.
  • Monitor and report on key service delivery metrics, including SLA compliance, ticket response/resolution times, backlog, and service quality.
  • Manage dashboards and reporting tools to provide visibility into team performance, risks, and service trends.
  • Drive continuous improvement initiatives based on measurable performance data.

Qualifications

  • Required: Proven experience in a Service Desk or Service Delivery leadership role within an MSP environment.
  • Required: Strong understanding of ticketing systems (e.g., Autotask, ConnectWise) and service management workflows.
  • Required: Experience managing SLAs, KPIs, and service delivery performance metrics.
  • Required: Excellent leadership, communication, and organizational skills.
  • Required: Experience in an MSP (Managed Service Provider) environment
  • Preferred: ITIL Certification (v4 or v5 Foundation or higher)
  • Preferred: Experience working with diverse network stacks (Ubiquiti, SOPHOS, SonicWALL, Fortinet, etc.)
  • Preferred: Experience working with Kaseya products (Datto RMM, IT Glue, Rocketcyber, SAAS Alerts, etc.)

Core Competencies

  • Service delivery ownership and accountability
  • Client relationship management
  • Team leadership and coaching
  • Process development and continuous improvement
  • Data-driven decision-making
  • Escalation and incident management
Create a job alert for this search

Service Desk Manager • Corona, CA, United States

Similar jobs

Operations/Service Manager

Burlington Stores, Inc.Chino, CA, United States
Full-time

Are you a proven leader with a strong drive to succeed? Do you work well in a process-driven environment where organization and efficiency are critical to success? Are you an expert multitasker who... Show more

 • Promoted

Service Delivery Manager

Jconnect Infotech IncIrvine, CA, United States
Full-time

The Infrastructure Service Delivery Manager in the Banking, Financial Services, and Insurance (BFSI) domain is responsible for ensuring reliable, secure, and efficient delivery of IT infrastructure... Show more

 • Promoted

Service Manager I

DIN TAI Fung North AmericaIrvine, CA, United States
Full-time

Location: 812 Spectrum Center Dr, Irvine, CA 92618.Salary Range for Service Manager I: $72,900 - $97,600 annual base salary.The base salary or hourly wage range for this role will vary based on mul... Show more

 • Promoted

Oracle Cloud EPM Implementation - Senior Manager

PwC (US)Irvine, CA, United States
Full-time

Oracle Enterprise Performance Management Senior Manager.At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clien... Show more

 • Promoted

Senior Manager Kubernetes-Multiple Locations

Georgia IT, Inc.Irvine, CA, United States
Full-time

Lead an enterprise Kubernetes engineering team for the container platform.Oversee the quality, and engineering practices of a large team of software engineers.Build and foster open, collaborative r... Show more

 • Promoted

Senior Manager Kubernetes-Multiple Locations

StaffingIrvine, CA, United States
Full-time

Lead an enterprise Kubernetes engineering team for the container platform.Oversee the quality, and engineering practices of a large team of software engineers.Build and foster open, collaborative r... Show more

 • Promoted

Senior Manager, Workplace Services

SupernalIrvine, CA, United States
Full-time

Senior Manager, Workplace Services.Are you ready to take human possibility to a new dimension with us?.Supernal is an Advanced Air Mobility (AAM) company that's developing an electric vertical take... Show more

 • Promoted

Restaurant Manager - Full Service - Rancho Cucamonga, CA

HHB Restaurant RecruitingRancho Cucamonga, CA, United States
Full-time

Are you a hardworking, service-minded leader with a real passion for the hospitality industry? Are you looking to take a step towards building your restaurant manager career, instead of just workin... Show more

 • Promoted

Senior Manager Service Engineering, Patient Monitoring

Nihon KohdenIrvine, CA, United States
Full-time +1

Senior Manager Service Engineering For Patient Monitoring.The Senior Manager Service Engineering for Patient Monitoring leads the development and operation of Nihon Kohden America's service enginee... Show more

 • Promoted

Director of Service Operations

Groupe SEBIrvine, CA, United States
Full-time

Director Of Service Operations.As the Director of Service Operations, you will provide strategic and operational leadership for the centralized Service departments in North America, including Train... Show more

 • Promoted

Service Leader

The Stand RestaurantsRancho Santa Margarita, CA, United States
Full-time

The Stand has grown to 22 locations across California and Texas, and we're not slowing down.We're looking for an Assistant Restaurant Manager who's ready to own a shift, help develop a team, and gr... Show more

 • Promoted

Service Manager

WastequipMira Loma, CA, United States
Full-time

Wastequip WRX is seeking a Service Manager to lead our Jurupa Valley operation.This role is responsible for owning the full-service business, including team leadership, operational execution, custo... Show more

 • Promoted

Customer Service Manager

Kawasaki Motors Corp., U.S.A.Foothill Ranch, CA, United States
Full-time

Job Category: Kaw Motor Retail Finance.Customer Service Operations Management:.Oversee all customer service activities, ensuring timely and accurate resolution of customer inquiries, complaints, an... Show more

 • Promoted

Service Delivery Manager

United ITIrvine, CA, United States
Full-time

The Infrastructure Service Delivery Manager in the Banking, Financial Services, and Insurance (BFSI) domain is responsible for ensuring reliable, secure, and efficient delivery of IT infrastructure... Show more

 • Promoted

Service Manager Job Opportunity in Mira Loma, CA

Talon RecruitingMira Loma, CA, United States
Full-time

Talon Recruiting has partnered with a Dealer leader in the distribution of Material Handling/Construction Equipment.We are in search of a Service Manager to join their team in Mira Loma, CA.Reports... Show more

 • Promoted

Service Manager - Promenade Terrace

AIR CommunitiesCorona, CA, United States
Full-time

Service Manager - Promenade Terrace.AIR Communities owns and operates best-in-class apartment communities in major markets across the country.Our communities are managed by team members who are pas... Show more

 • Promoted

Team Leader

Automatic Data ProcessingSan Dimas, CA, United States
Full-time

Are you ready to join a company offering career advancement opportunities throughout your career journey?.Do you want to join a company with award-winning training and world-class service guideline... Show more

 • Promoted

Product Manager - Server

AsusDiamond Bar, CA, United States
Full-time

The Product Manager Server is responsible for interacting with the H Q Product Business Unit to develop and execute a consistent product and business strategy that drives business growth through p... Show more

 • Promoted

Service Delivery Manager

ClifyXIrvine, CA, United States
Full-time

The Infrastructure Service Delivery Manager in the Banking, Financial Services, and Insurance (BFSI) domain is responsible for ensuring reliable, secure, and efficient delivery of IT infrastructure... Show more

 • Promoted

Data Center Site Selection Manager

ZenlayerDiamond Bar, CA, United States
Full-time

Data Center Site Selection Manager.We are looking for a Data Center Site Selection Manager to join our team! The Data Center Site Selection Manager will be supporting Zenlayer's AI expansion effort... Show more