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

Gainwell Technologies LLC•Rancho Cordova, CA

31d•Hybrid

About The Position

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. If you have experience leading teams in a help desk, service desk, or contact center environment, and thrive in fast-paced, customer-focused settings, we want to hear from you.

Requirements

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.
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).
Must be in the greater Sacramento Metropolitan area to be considered for this position.

Nice To Haves

Education: Bachelor’s degree is helpful but not required.
Position requires end-client approval and two references to verify qualifications and performance.

Responsibilities

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.