Manager - Help Desk

Manager - Help Desk

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Location: On-site, Irvine, CA.

Job Summary: The Help Desk Manager is responsible for overseeing a team of help desk representatives, ensuring efficient support for information systems products and services. This role involves managing service desk requests, assigning tickets, maintaining documentation, contributing to equipment‑related activities, and performing performance management and scheduling.

• Supervision:
  Oversee the work of a team of help desk specialists providing support for information systems products and services, including personal computers, peripherals, software applications, and organizational networking or access issues.
• Ticket Management:
  Log and track requests for help desk assistance, assigning tickets to representatives based on their availability and expertise; administer Service Now and leverage investments in technology.
• Documentation:
  Develop and maintain installation and maintenance documentation to ensure efficient problem‑solving and knowledge sharing within the team.
• Equipment Support:
  Assist with purchasing, testing, or installing equipment as needed to support organizational operations.
• Performance Management:
  Conduct performance management duties, including performance warnings, reviews, PIPs, and other relevant actions to support team development and performance.
• Scheduling:
  Staff and schedule team members to ensure adequate coverage and efficient support for end‑users.

• Knowledge of the field's policies, procedures, and best practices related to help desk support and information systems.
• Minimum of 3 years of experience in a help desk or technical support role.
• Technical knowledge related to supporting a range of technology products, including hardware, software, applications, and IAM systems.