9 days old

Service Desk Manager

San Clemente, CA 92673
  • Job Code

Position Summary

Randstad Technologies is looking for a Manager of Service Desk, in the South Orange County Market. The Manager, IT Service Desk manages the Service Desk group and is responsible for the efficient and effective implementation of the incident management and request management processes. This position carries out the corresponding reporting to ensure that the process is delivered and conforms to service agreements. This role supervises the escalation for incidents to the 2nd level support engineers, should it be required to resolve within the agreed service levels.

Essential Duties & Responsibilities

Process Design

  • Develops and documents the process, procedures, activities and responsibilities in the incident and request management processes.
  • Interfaces with Desktop Support, Configuration, Change, Problem, Knowledge and IT Asset management processes.

Process Execution

  • Oversees the Service Desk group, ensuring systems and team meet Service-Level Agreements (SLAs) performance objectives
  • Ensures processes execution are consistent with offered and agreed services
  • Reports the performance of the processes
  • Solves problems in the processes and escalates if needed
  • Agrees staff deployment in the processes with line management
  • Informs employees over targets for incident and request management and the results of the process.

Incident and Request Management

  • Maintains an overview of the status of all open incidents and requests and intervenes before SLAs are compromised
  • Ensures incidents and requests are correctly documented, handled and resolved or fulfilled
  • Receives major incident escalations and executes major incident procedure
  • Identifies where new knowledge articles are needed and tasks staff to create / reviews for quality
  • Identifies candidate incidents for escalation to 2nd Level and Problem Management and supports the root cause and remediation
  • Supports the initiation of Emergency Changes as required
  • Provides oversight for Change Control Board and Change Control Process
  • Works on special assignments as they arise

Knowledge, Skills & Qualifications

  • Expert in the ServiceNow Incident application
  • Expert in the ServiceNow Service Catalog application
  • Expert in the Incident and Request Management processes and policies
  • Familiar with Configuration, Change, Problem, Knowledge and IT Asset management processes and related ServiceNow applications
  • Strong technical knowledge of IT infrastructure, support processes, and industry standards
  • Good knowledge of the service management discipline
  • Excellent analytical and problem solving skills
  • Excellent verbal and written communication skills.
  • Strong managerial and organizational skills
  • Excellent collaboration skills and able to work in a team environment.
  • Excellent patience, composure and interpersonal skills
  • Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously.

Education and Experience

  • Bachelor's degree from an accredited college or university in Computer Science, Information Systems, or related IT field
  • Minimum 5 years of experience supervising a Service Desk or Desktop support environment
  • Minimum 4 years of experience in technical customer support, including large enterprise technical call center and/or computer network center operations


  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Service Desk Manager

Randstad Technologies
San Clemente, CA 92673

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Service Desk Manager

Randstad Technologies
San Clemente, CA

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