Service Desk Manager

Meyer • Vallejo, CA

3d • $110,000 - $150,000 • Onsite

About The Position

Meyer is seeking a highly customer-focused and strategic Service Desk Manager. In this role, you will lead a dedicated team of 5, encompassing service desk personnel and System Administrators, driving high-quality IT service delivery and an exceptional end-user experience across retail, cultivation, office, HQ, and manufacturing environments. Acting as a strategic partner to the cross-functional team, this position bridges technical data systems, cybersecurity, network infrastructure, and business needs. You will not only oversee physical infrastructure, enterprise networks, and day-to-day ticketing operations, but you will also drive continuous optimization through AI-automated tools, ensuring accurate, timely, and actionable reporting to support operational and strategic decision-making.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, Business, or a related field.
• 4+ years of experience in IT Service Management, including at least 2+ years in a direct leadership or managerial role.
• Strong working knowledge of ITIL frameworks (ITIL certification is highly preferred) and ITIL-based processes for incident, problem, and change management.
• Hands-on experience overseeing ITSM platforms (Freshservice or similar), and managing endpoints/security using Microsoft InTune, Iru, and Crowdstrike.
• Practical experience supporting network infrastructure (Cisco, Palo Alto, Fortigate, Wireless) and a strong understanding of cybersecurity best practices, including owning/managing a Secrets Manager.
• Proven experience managing IT vendors, software/hardware contracts, and SLA enforcement.
• Familiarity with NetSuite ERP, NSAW, or similar enterprise data structures.
• A deeply customer-centric mindset with proven ability to drive process optimization, manage enhancement roadmaps, and lead high-performing teams spanning both service desk and system administration functions.

Nice To Haves

• ITIL certification
• Experience with Oracle Analytics, Power BI, or Tableau
• Direct experience supporting IT and physical infrastructure within a manufacturing environment

Responsibilities

• Lead, manage, coach, and mentor a team of 5 consisting of service desk personnel and System Administrators to ensure the timely, effective resolution of support requests and the continuous development of their technical and customer service skills.
• Oversee day-to-day ticketing operations (Freshservice or similar), including prioritization, escalation, and workflow management.
• Act as the primary escalation point for critical issues, ensuring clear and timely communication during outages and major incidents.
• Oversee IT service delivery and support for all physical infrastructure buildings, ensuring uptime and operational continuity across retail, cultivation, office, HQ, and manufacturing facilities.
• Manage and provide tier-level support for network infrastructure, including Cisco, Palo Alto, Fortigate, and enterprise wireless networks.
• Own and manage the enterprise Secrets Manager, ensuring strict adherence to cybersecurity best practices and internal compliance controls.
• Administer, manage, and support corporate endpoint management and security platforms, specifically Microsoft InTune, Iru/Kandji, and Crowdstrike.
• Drive vendor and contract management initiatives, including leading negotiations, renewals, and software/hardware lifecycle management.
• Hold external vendors, integration partners, and service providers accountable to established SLAs, ensuring performance meets or exceeds business expectations.
• Evaluate, champion, and implement AI-driven automated tools within the Service Desk environment to improve workflows, enhance ticket deflection, and optimize the end-user experience.
• Evaluate business processes and recommend IT/Service enhancements aligned with best practices.
• Collaborate closely with business stakeholders, developers, and the ERP team to support users on enterprise platforms, including NetSuite ERP and NetSuite Analytics Warehouse (NSAW).
• Translate business requirements into system enhancements, self-service IT capabilities, and reporting solutions.
• Define, track, and report on SLAs and KPIs to continuously improve service performance and efficiency.
• Establish IT reporting standards, KPI definitions, and data governance practices.
• Deliver executive dashboards highlighting service desk metrics and end-user satisfaction.
• Ensure data accuracy, security, and compliance with audit and SOX requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level