Service Desk Manager

Job Title: Service Desk Manager

Location:Studio City California (Onsite)

Role Overview:

Base8 isseekingan experienced and proactive Service Desk Manager to lead our Studio City California service desk this onsite full-time role you will serve as the critical operational bridge between our India-based Service Desk team and US-based project teams ensuring seamless IT support delivery rigorous adherence to service-level commitments and strong cross-functional alignment with businessobjectives.

You will be the face of IT service quality for our USoperations owningthe incident lifecycle from first contact through root-cause closure shaping the day-to-day experience of every end user who reaches out for support and continuously improving the processes tools and talent that make the service desk run. This is a hands-on leadership role that demands both strategic thinking and a willingness to roll up your sleeves.

Key Responsibilities:

Service Desk Leadership

• Direct and oversee all day-to-day service desk operations supporting US-based users setting clear performanceexpectationsand holding the team accountable to SLA KPI and quality benchmarks.

• Act as the primary escalation point for P1/P2 critical incidents and major service disruptions; make real-time decisions about resource allocation communication cadence and executive notification.

• Conduct regular queue reviews toidentifybottlenecks ticket aging risks and workload imbalances intervening proactively to keep resolution times on target.

• Produce and present weekly and monthly service desk performance reports to US leadership translating raw metrics into clear business-impact narratives and improvement recommendations.

Global Team Coordination

• Partner with the India-based Service Desk leadership to design and enforce shift-handoff protocols thateliminateinformation loss and ensure true 24/7 support coverage.

• Standardize ticket-handling procedures escalation paths knowledge-basearticles and runbooks across global teams so that any agent anywhere can delivera consistentuser experience.

• Chairregular governance and performance-review meetings with offshore counterparts tracking action items surfacing risks and celebrating wins.

• Serve as a cultural liaison building trust and rapport across time zones and fostering a one-team mindset despite geographic distance.

Stakeholder & Client Management

• Embed yourself in US project teams during new initiative launches and technology transitions ensuring support readiness trained staff documented runbooks and agreed SLAs before go-live.

• Translate complex technical service issues into plain-language business communications for non-technical stakeholdersmaintainingconfidence and transparency at all times.

• Build andmaintaina stakeholder feedback loopgatheringsatisfaction dataactingon themes and closing the loop with demonstrable service improvements.

Incident & Problem Management

• Own the full incident lifecycle detection triage assignment resolution and post-incident review ensuring every step meets documented procedures and contractual commitments.

• Lead structured root-cause analysis (RCA) sessions for recurring and high-impact incidents driving corrective and preventive actions throughto verifiedclosure.

• Maintainan accurateand up-to-date known-error database (KEDB) and knowledge base so frontline agents can resolve repeat issues faster and with greater consistency.

• Identifypatterns of systemic failure and own the formal problem record through investigation workaround development and permanent fix delivery.

Process Improvement & Tooling

• Continuously audit service desk workflows to remove waste reduce manual effort and improve first-call resolution rates and mean time to resolution (MTTR).

• Champion ITIL best practices across the team ensuring service management disciplines change release configuration and capacity management are respected and integrated into daily operations.

• Identifyand lead automation initiatives from chatbot deflection to auto-remediation scripts that reduce ticket volume and free agents for higher-value work.

• Evaluateprocure and configure ITSM tooling enhancements in partnership with the infrastructure and engineering teams.

Team Development & Culture

• Recruit onboard mentor and develop onsite service desk staff setting clear individual performance goals and conducting formal reviews in compliance with California employment law.

• Design andmaintaina structured training curriculum covering technical skills soft skills and product knowledge keeping the team current as technology and client needsevolve.

• Recognize and reward high performance; address performance gaps through a documented fair and legally compliant coaching and progressive-discipline process.

• Cultivate ateamculture grounded in accountability psychological safety continuous learning and genuine care for the end-user experience.

Required Qualifications

• Bachelors degree in Information Technology Computer Science or a related field or equivalent combination of education and directly relevant work experience.

• 5 years of progressive experience in IT service desk or technical support environments with demonstrable growth in scope and responsibility.

• 2 years in a formal leadership or management role including direct people-management responsibilities such as hiring performance reviews and coaching.

• Proventrack recordmanaging distributed or globally dispersed teams with sensitivity to cross-cultural communication challenges and time-zone complexity.

• Hands-onproficiencywith one or more enterprise ITSM platforms (e.g.HaloPSAConnectwiseServiceNow Jira Service Management ZendeskFreshservice).

• Solid working knowledge of ITIL v3 or v4 service management processes and their practical application in a managed-services or enterprise support context.

• Strong analytical skills with the ability to build interpret and present service performance dashboards and trend analyses.

Preferred Qualifications

• ITIL Foundation certification orhigher;HDI Support Center Manager (HDI-SCM) or similarcredentialis a plus.

• Experienceoperatingwithin a global delivery model specifically coordinating with India-based delivery teams in a follow-the-sun coverage model.

• Exposure to IT project transitions managed services onboarding and service-readiness activities.

• Familiarity with scripting or automation tools (e.g. PowerShell Python or workflow automation platforms) as applied to service desk operations.

• Experience designing oroptimizingself-service portals and AI-assisted ticket deflection capabilities.

Key Competencies

• Exceptional written and verbal communication equally comfortable briefing a CIO and coaching a frontline agent.

• Sound judgment under pressure with the decisiveness to act quickly and the discipline to document and learn afterward.

• Customer-centric mindset that treats every end-user interaction as an opportunity to build or erode organizational trust.

• Organizational agility: able to manage competing priorities shifting deadlines and ambiguous situations without losing focus on outcomes.

• Coaching and feedback orientation: you invest in peoples growth because you understand that team capability is the ultimate service desk performance lever.

Success Metrics

Performance in this role will be evaluated against the following indicators reviewed quarterly:

• SLA compliance rate across P1P4 incident categories

• Mean Time to Resolve (MTTR) trends by priority and category

• End-user satisfaction (CSAT) scores and response rates

• First-call / first-contact resolution (FCR) rate

• Recurring incident rate (a measure of problem management effectiveness)

• Knowledge-basearticleutilizationand self-service deflection rate

• Team retention development milestone completion and engagement indicators

• On-time delivery of service improvement initiatives

Work Schedule & Environment

This is a full-time onsite position based at Studio City California office. The standard work schedule is Monday through Friday 9:00 AM 6:00 PM Pacific Time with a one-hour unpaid meal break in compliance with California Labor Code 512.

Due to the global nature of this role occasional early-morning or evening calls with the India-based team may be.These instances will be communicated in advance wherever operationally possible.On-call responsibilities for major incident response may apply and will be governed by a separate on-call policy compliant with California law.

California rest-period entitlements: employees receive a paid 10-minute rest break for every four hours worked (or major fraction thereof)in accordance withCalifornia IWC Wage Order requirements.

Equal Employment Opportunity

is an equal opportunity employer. We do not discriminateon the basis ofrace color religion sex national origin age disability genetic information sexual orientation gender identity or expression military or veteran status marital status or any other characteristic protected by federal California state or local law. This policy applies to all terms and conditions of employment includingrecruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Applicants with disabilities may request reasonableaccommodations at any stage of the application or employment process.

How to Apply

Submit your resume and a brief cover letter outlining your service desk leadership experience and your approach to managing global teams to Applications will be reviewed on a rolling basis. We look forward to hearing from you.

Required Experience:

Manager