Information Technology Service Desk Manager

Job Title:

IT Service Desk Manager (Principal)

IT Director

Onsite

Quantum Scape (NASDAQ: QS) is on a mission to revolutionize energy storage to enable a sustainable future. The company’s next-generation solid‑state lithium‑metal battery technology is designed to enable greater energy density, faster charging and enhanced safety to support the transition away from legacy energy sources toward a lower carbon future.

The Enterprise IT team is a high‑performing group of engineers, analysts, and technologists who enable and secure the digital backbone of our organization. From infrastructure to information security to business systems, the group ensures seamless integration of our cutting‑edge technologies across manufacturing, R&D, and corporate departments.

• Strategic foresight: anticipating future needs and aligning technology with business goals.
• Operational excellence: delivering reliable, scalable, and secure IT product and services that empower every team.
• Collaborative mindset: partnering across departments to drive innovation and support Quantum Scape’s mission.

We are seeking a highly analytical, service‑obsessed, and operationally disciplined IT Service Desk Manager to lead and elevate the end‑user support experience across the company. This role is about stewardship of the user experience and shaping how IT is perceived across the enterprise.

• Transform the Service Desk into a high‑performing, user‑centric organization that:
• Delights users
• Resolves issues efficiently and permanently
• Builds trust and credibility
• Elevates IT’s reputation as a strategic enabler

• Own the end‑to‑end Service Desk function
• Establish service standards and behavioral expectations
• Build a culture of professionalism, empathy, and accountability
• Ensure every interaction reflects technical excellence and clarity

• Design service models focused on user delight, not just ticket closure
• Measure satisfaction through surveys and feedback loops
• Proactively reduce recurring pain points
• Analyze ticket data, trends, and SLA performance
• Identify patterns and systemic weaknesses
• Lead structured Root Cause Analysis for major incidents
• Implement permanent corrective actions

• Design and improve ITIL‑aligned processes
• Standardize intake, prioritization, and escalation models
• Develop SOPs and knowledge management practices

• Administer multiple IT systems, including Active Directory, Entra , Intune, Exchange, and Share Point
• Support Windows and macOS endpoints
• Troubleshoot complex enterprise issues

• Collaborate with Infrastructure, Security, Business Systems, and Manufacturing IT
• Support lab and manufacturing environments

• High SLA compliance and reduced MTTR
• Reduced repeat incidents and backlog aging
• Strong positive perception of IT across the enterprise

• Bachelor’s degree & 10+ years of progressive IT experience with strong hands‑on foundation
• 3+ years leading Service Desk personnel or IT Service Delivery teams
• Strong analytical and data interpretation skills
• Experience with ITSM platforms such as Manage Engine or Jira
• Excellent communication and stakeholder management skills
• Demonstrated ability to design and operate effective IT service management processes
• Experience leading cross‑functional initiatives and communicating clearly with technical and non‑technical stakeholders
• Bachelor’s degree in a technology‑related field or equivalent experience
• Experience supporting manufacturing, R&D, or lab environments

• Experience with cloud platforms (Azure, Google Cloud) and SaaS application management
• Working knowledge of networking fundamentals (DNS, DHCP, VPN, Wi‑Fi, TCP/IP)
• Scripting and automation experience (Power Shell, Python)
• Familiarity with Generative AI tools (Copilot, Gemini, etc.)
• Relevant certifications (ITIL, HDI, Microsoft 365, or similar)

• Ability to sit or stand for extended periods.
• Occasional lifting of up to 25…