Desktop Support Engineer
About The Position
As the Service Desk and Diamond Bar Manager, you will lead a high-performing team responsible for delivering exceptional end-user support across the enterprise. This role is pivotal in shaping the user experience by ensuring timely, effective, and empathetic resolution of issues and service requests. You will oversee both centralized Service Desk operations and onsite Diamond Bar Services, driving operational excellence, continuous improvement, and customer satisfaction. This is a leadership role that blends technical oversight, team development, and strategic service delivery. You will collaborate closely with cross-functional teams, partners, and business stakeholders to ensure that support services are aligned with organizational goals and end user needs.
Requirements
- Bachelor’s degree in information technology, computer science, or related field.
- 4–7 years of experience in IT support or end-user services, including team leadership.
- Proven track record managing Service Desk and/or Deskside teams in a multi-site or global environment.
- Experience with ITSM tools (e.g., ServiceNow), SLA management, and incident/request workflows.
- Strong communication and interpersonal skills.
- Excellent problem-solving and analytical abilities.
- Familiarity with ITIL practices and change management.
- Ability to manage budgets and forecast resource needs.
Nice To Haves
- Bilingual capabilities (English/Spanish) preferred for global support contexts
Responsibilities
- Champion an experience-led mindset across all support channels (ticket, chat, email, walk-up).
- Ensure consistent, high-quality resolution of incidents and requests in alignment with SLAs and KPIs.
- Own the escalation process and act as the final point of accountability for unresolved issues.
- Monitor service trends and proactively address recurring problems through root cause analysis and process improvements.
- Lead and mentor a geographically distributed team of Service Desk agents and Diamond Bar technicians.
- Foster a culture of empathy, accountability, and continuous learning.
- Oversee daily operations of 24/7 Service Desk and Diamond Bar, including shift planning and workload balancing.
- Manage partner relationships and hold third-party providers accountable for service quality and SLAs.
- Conduct random audits and service task list reviews to ensure compliance and identify vulnerabilities.
- Maintain accurate documentation of support processes, escalation paths, and knowledge articles.
- Generate regular reports on performance, trends, and improvement initiatives.
- Drive continuous service improvement through feedback loops and innovation.
Benefits
- Robust health plans
- Market-leading 401(k) program with a company match
- Flexible time off benefits (including half-day summer Fridays depending on location)
- Inclusive fertility/adoption benefits
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What This Job Offers
Job Type
Full-time
Career Level
Manager
