Platinum Resource Group
IT Service Desk Manager
Location; Irvine, CA
JOB DESCRIPTION
Our client is a large multinational manufacturing company headquartered in Irvine, CA, seeking an experienced and strategic IT Service Desk Manager to lead and evolve service desk, incident management, and change management processes company-wide. This role is responsible for overseeing service desk operations in all locations in the US, developing key performance indicators (KPIs) and metrics for measurement, and managing the incident management and change management processes across the global enterprise. Oversee day-to-day operations of the IT Service Desk, ensuring timely and effective support delivery. Monitor and manage ticket workflows and escalations using JIRA. Track, analyze, and report on KPIs and service metrics to drive performance improvements. Conduct and analyze customer satisfaction (CSAT) surveys on a periodic basis to evaluate service desk performance. Establish and enforce service standards, SLAs, and best practices using the ITIL framework. Collaborate with IT teams and business units to resolve recurring issues and optimize the user experience. Identify opportunities to streamline processes and enhance service efficiency. Lead, mentor, and develop service desk team members. QUALIFICATIONS
Proven experience managing an IT Service Desk preferably in a Consumer Packaged Goods (Client) or similarly fast-paced environment. Strong proficiency in JIRA for ticketing, tracking, and reporting. Demonstrated ability to define, monitor, and act on KPIs and metrics. Excellent leadership, communication, and organizational skills. Knowledge of ITIL principles and service management best practices. Experience with change management, incident management, and user support in a multi-location or global setting is a plus.
Platinum Resource Group is a professional level consulting firm, providing resources to Fortune 1000 client companies in the areas of technology, human resources, accounting, finance, business systems and supply chain, on a contract and interim basis. PRG has operations in Orange County, San Diego, Los Angeles, and San Francisco. As a W-2 employer we offer our consultants direct deposit bi-weekly payroll, health, dental, vision benefits, and referral bonuses.
Location; Irvine, CA
JOB DESCRIPTION
Our client is a large multinational manufacturing company headquartered in Irvine, CA, seeking an experienced and strategic IT Service Desk Manager to lead and evolve service desk, incident management, and change management processes company-wide. This role is responsible for overseeing service desk operations in all locations in the US, developing key performance indicators (KPIs) and metrics for measurement, and managing the incident management and change management processes across the global enterprise. Oversee day-to-day operations of the IT Service Desk, ensuring timely and effective support delivery. Monitor and manage ticket workflows and escalations using JIRA. Track, analyze, and report on KPIs and service metrics to drive performance improvements. Conduct and analyze customer satisfaction (CSAT) surveys on a periodic basis to evaluate service desk performance. Establish and enforce service standards, SLAs, and best practices using the ITIL framework. Collaborate with IT teams and business units to resolve recurring issues and optimize the user experience. Identify opportunities to streamline processes and enhance service efficiency. Lead, mentor, and develop service desk team members. QUALIFICATIONS
Proven experience managing an IT Service Desk preferably in a Consumer Packaged Goods (Client) or similarly fast-paced environment. Strong proficiency in JIRA for ticketing, tracking, and reporting. Demonstrated ability to define, monitor, and act on KPIs and metrics. Excellent leadership, communication, and organizational skills. Knowledge of ITIL principles and service management best practices. Experience with change management, incident management, and user support in a multi-location or global setting is a plus.
Platinum Resource Group is a professional level consulting firm, providing resources to Fortune 1000 client companies in the areas of technology, human resources, accounting, finance, business systems and supply chain, on a contract and interim basis. PRG has operations in Orange County, San Diego, Los Angeles, and San Francisco. As a W-2 employer we offer our consultants direct deposit bi-weekly payroll, health, dental, vision benefits, and referral bonuses.