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Job Title: Service Desk Manager Duration: 6+ Months Contract to hire Location: Irvine, CA 92606 Job Description: Service Desk Manager to lead a team of 13-15 end-user (hardware) and customer service agents providing 24/7 on-site and remote site support for a customer base of about 1800 users. Impact Statement: Client is looking for a skilled, capable, and driven professional who can bring their passion to our Service Desk Manager position. The Service Desk Manager is a critical role in setting the highest standards for customer service and creating an exciting environment for all Service Desk team members to demonstrate a consistently positive, helpful, and collaborative attitude to address end-user needs in a timely manner. The ideal candidate should be committed to delivering top-notch customer service. Through open communication, the Service Desk Manager will seek continuous improvement by using customer feedback and industry best-practices to develop and learn enhanced technical and customer service skills. Responsibilities: Manages the team that provides technical assistance to computer system and network users or other technical products and services. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge cantered support and resolution timeframes. Coordinates customer service activities with other internal functions (such as Systems Administrators, Network Engineers, Cybersecurity, Applications Developers and Project Managers/Leaders.) Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). As a point of escalation, assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. Knowledge of customer's applications, services and/or systems. Operations are 24/7. Qualifications: BS+10-12 years' experience; MS 8-10 years' experience; Phd+5-7 years' experience Essential/Required Skills: Customer orientation Excellent customer service skills helpful, patient, kind, accountable Work closely with customers (end users) and City management to fully understand and document requirements (Good listening skills) Ability to coach and mentor a team to create an environment that motivates the team members to do their best work, meet or exceed expectations, bring continuous improvement to the customer Demonstrates drive, self-motivation to address issues and complete tickets and projects on time and within budget Experience with managing the work of others Flexibility with work schedule (due to team working 24/7) Desirable Skills/Certifications: ServiceNow Systems Administration and/or Networking skills Public Safety user and application support ITIL4 Foundation Certification (or higher) Security: Will have to pass LiveScan to begin working Must pass pre-poly and polygraph tests to support Public Safety (required) Location: Full-time on-site in Irvine, CA May need to periodically visit other customer sites within the City of Irvine