Service Desk Manager
Base8 Inc•Los Angeles, CA
•Onsite
About The Position
We are seeking an experienced and proactive Service Desk Manager to lead our Studio City-based service desk operations. This role serves as a critical bridge between the India-based Service Desk team and US-based project teams, ensuring seamless IT support delivery, strong cross-functional communication, and alignment with business objectives. The ideal candidate will bring strong leadership, operational excellence, and stakeholder management capabilities, with a focus on driving service quality, efficiency, and end-user satisfaction.
Requirements
- Bachelor's degree in information technology, Computer Science, or related field
- 5+ years of experience in IT service desk or technical support roles
- 2+ years of experience in a leadership or managerial capacity
- Proven experience managing distributed/global teams
- Strong working knowledge of ITSM tools (e.g., ServiceNow, Jira, Zendesk)
- Solid understanding of ITIL processes and service management principles
- Excellent communication and stakeholder management skills
- Strong problem-solving and decision-making abilities
- Ability to manage multiple priorities in a fast-paced environment
- Customer-centric mindset with a focus on service excellence
- Leadership, coaching, and team-building capabilities
Nice To Haves
- ITIL Certification (Foundation or higher)
- Experience working in a global delivery model with US and India-based teams
- Exposure to project transitions and managed services environments
- Strong analytical, reporting, and data interpretation skills
Responsibilities
- Lead and oversee day-to-day service desk operations supporting US-based users
- Act as the primary escalation point for critical incidents and service disruptions
- Ensure adherence to SLAs, KPIs, and established service quality standards
- Collaborate closely with the India-based Service Desk team to ensure 24/7 coverage and seamless handoffs
- Standardize processes, documentation, and workflows across global teams
- Facilitate regular sync-ups, governance meetings, and performance reviews
- Partner with US-based project teams to support project delivery and transition activities into support
- Communicate service performance, risks, and improvement plans to business stakeholders
- Deliver regular reporting on service desk metrics, trends, and insights
- Oversee incident lifecycle management, ensuring timely resolution and closure
- Drive root cause analysis (RCA) and implement preventive/corrective actions
- Maintain comprehensive documentation of known issues and resolutions
- Continuously enhance service desk processes, tools, and workflows
- Implement and align with ITIL best practices
- Identify and drive automation and efficiency initiatives
- Mentor and support service desk team members across onsite and offshore locations
- Promote knowledge sharing, training, and continuous learning
- Foster a culture of accountability, collaboration, and customer focus
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What This Job Offers
Job Type
Full-time
Career Level
Manager
