GILLIG is seeking a Service Desk Manager to provide strategic leadership for its IT Service Desk in Livermore, CA. The role focuses on high-quality IT support delivery, team development, and maintaining service excellence across the organization
Job Summary
This role provides strategic and operational leadership for GILLIG's enterprise IT Service Desk function to ensure consistent, high-quality support across all locations.
The manager is responsible for leading a team of technicians, managing daily operations, and enforcing ITIL-aligned processes to maintain SLA performance.
GILLIG offers excellent compensation including company-paid medical premiums, a generous retirement plan, and flexible schedules depending on project needs.
Matching Summary
Match Score: 85
GILLIG is seeking a Service Desk Manager to provide strategic leadership for its IT Service Desk in Livermore, CA. The role focuses on high-quality IT support delivery, team development, and maintaining service excellence across the organization.
Salary
Base: $75,000 - $158,000/annual; Bonus/Equity: Not specified; Benefits: Company paid medical premiums, generous retirement plan, other comprehensive benefits
Skills & Requirements
Must-have
7 years IT Service Desk experience
5 years supervisory or managerial capacity
ITIL Foundation certification preferred
Enterprise ticketing system management
SLA and KPI performance tracking
Manufacturing environment support
Nice-to-have
Customer-centric culture development
Service desk transformation leadership
Cross-functional collaboration skills
Automation and self-service enablement
Root-cause remediation expertise
Key Requirements
Bachelor degree in Information Technology or equivalent
Minimum 7 years in IT Service Desk
Minimum 5 years in supervisory or managerial capacity
ITIL Foundation or higher certification preferred
Experience supporting manufacturing or multi-site operations