Manager Service Delivery (Gold River, CA)
About The Position
As a Manager Service Delivery (“Infrastructure Operations Service Desk Lead”) at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.Your role in our mission Lead and manage Tier 1/2 Service Desk and Remote Maintenance teams, ensuring smooth day-to-day operations and effective incident handling in production and non-production environments. Coordinate escalations to Tier 3 and other contractors, acting as the primary escalation point for urgent and complex issues. Oversee and improve processes for incident, request, and problem management, including phone/ticket escalation workflows and documentation standards. Monitor performance and KPIs, provide trend analysis, and implement process improvements based on feedback and recurring issues. Develop and mentor staff, focusing on training, career development, and fostering collaboration across teams and contractors.
Requirements
- Service Desk/Help Desk Experience: Minimum 2 years within the past 5 years, including support for environments with 2,500+ end users.
- ServiceNow Expertise: At least 2 years of experience with ServiceNow 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 required.
- Client Approval & References: Position requires end-client approval and two references to verify qualifications and performance.
Responsibilities
- Lead and manage Tier 1/2 Service Desk and Remote Maintenance teams, ensuring smooth day-to-day operations and effective incident handling in production and non-production environments.
- Coordinate escalations to Tier 3 and other contractors, acting as the primary escalation point for urgent and complex issues.
- Oversee and improve processes for incident, request, and problem management, including phone/ticket escalation workflows and documentation standards.
- Monitor performance and KPIs, provide trend analysis, and implement process improvements based on feedback and recurring issues.
- Develop and mentor staff, focusing on training, career development, and fostering collaboration across teams and contractors.
Benefits
- 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.
- Company provided computer for work use.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
