Manager Service Delivery "Infrastructure Operations Service Desk Lead" (Sacramento, CA

Manager Service Delivery "Infrastructure Operations Service Desk Lead"

Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. As a Manager Service Delivery ("Infrastructure Operations Service Desk Lead") at Gainwell, you'll play a critical role in ensuring exceptional IT support services for our clients.

This position oversees a team of approximately 30 employees and drives operational excellence across Tier 1 and Tier 2 support functions.

Lead and manage Tier 1 and 2 Service Desk and Remote Maintenance teams, ensuring smooth day-to-day operations and timely response to incidents in production and non-production environments. Serve as the first point of escalation for issues by monitoring reports from analysts and promptly communicating critical information to incident management teams to facilitate resolution. Oversee and improve processes specific to the Service Desk, including ticket handling, documentation standards, and customer service best practices.

Monitor team performance and KPIs, analyze trends, and implement improvements based on feedback and recurring issues. Develop and mentor staff, focusing on training, career development, and fostering a collaborative, customer-focused culture.

Service Desk/Help Desk

Experience:

Minimum 2 years within the past 5 years, including support for environments with 2,500+ end users. Leadership

Experience:

Proven ability to lead teams of 20+ in a help desk, service desk, or contact center environment. Service Now Expertise:
At least 2 years of experience with Service Now platform and tools within the past 5 years. ITIL Certification:
Must hold and maintain a current ITIL 4 certificate for the duration of employment (proof required).

Education:

Bachelor's degree is helpful but not required. Client Approval & References:
Position requires end-client approval and two references to verify qualifications and performance.

This is a full-time (8) hours per day, permanent regular salaried (W-2) employee position in the Sacramento metro area. It is required for this position to be in office 4 days per week and work remotely from home in California 1 day per week. Health (medical, dental, vision) benefits start on day 1 of employment. Company match 401K and other benefits available within months of starting.

New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date. Company provided computer for work use. Video cameras must be used during all interviews, as well as during the initial week of orientation if hired. Must be in the greater Sacramento Metropolitan area to be considered for this position.

This position will remain posted until June 8, 2026 to take applications.

The pay range for this position is $97,600.00 - $ per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.