IT Service Desk Manager

🕒 August 6

🏄 California – Remote

🏄 California – Remote

💵 $95k - $120k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 0%

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Carrington Holding Company, LLC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🏠 Real Estate

💸 Finance

🤝 B2B

Real Estate • Finance • B2B

Carrington Holding Company, LLC is a diversified residential real estate and mortgage services platform that provides end-to-end homeownership solutions. It operates retail, wholesale and correspondent mortgage lending channels (including products for borrowers with lower credit or down payments), mortgage loan servicing (including large Ginnie Mae servicing balances), real estate brokerage (Vylla Home), title and escrow services, foreclosure trustee services, property/asset management, and alternative asset management through Carrington Capital Management. The firm also pursues acquisitions and partnerships to expand its servicing and retail capabilities and offers technology-driven tools to support borrower communications and servicing operations.

📋 Description

• Lead, coach, develop, and manage Sr. Desktop Technicians, Desktop Support Technicians, and other Service Desk personnel • Establish team goals, performance expectations, and operational metrics • Conduct performance evaluations and create development plans • Oversee staffing, scheduling, workload distribution, and resource allocation • Direct day-to-day Service Desk and Desktop Support operations • Monitor service requests, incidents, escalations, and problem resolution against SLAs • Serve as the primary escalation point for complex technical and operational issues • Maintain Service Desk processes, procedures, standards, and documentation • Analyze service trends and implement corrective actions • Oversee desktop, laptop, mobile-device, peripheral, and endpoint lifecycle management • Manage imaging, software packaging, operating-system deployment, patch management, and device provisioning • Oversee user-account administration and access management • Improve efficiency through automation, standardization, self-service, and process enhancements • Partner with Infrastructure, Information Security, Applications, and Business Technology teams • Participate in IT projects and support end-user adoption • Oversee IT asset lifecycle management, software license compliance, and vendor support • Assist with Service Desk budget planning and forecasting • Develop and present operational reports and service metrics to IT leadership • Ensure compliance with policies, security standards, audit requirements, SSAE18, and NIST requirements • Support biannual disaster recovery testing for Service Desk and end-user computing • Partner with the VP of IT Operations on strategy, risks, resource needs, and team performance

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; equivalent combination of education and experience may be considered • Seven or more years of progressive IT support, desktop support, or Service Desk experience • Three or more years of supervisory, team lead, or management experience leading technical support teams • Experience managing Service Desk operations, ticketing systems, SLAs, and end-user support organizations • Experience with Microsoft Windows administration, desktop deployment, endpoint management, and troubleshooting • Experience administering and supporting Microsoft 365 technologies and enterprise productivity applications preferred • Experience with IT asset management, software distribution, patch management, and endpoint management platforms • Experience with network troubleshooting and working knowledge of TCP/IP, LAN/WAN, wireless networking, and related technologies • ITIL Foundation certification preferred • Microsoft, CompTIA, HDI, or other relevant industry certifications preferred • Prior experience as a Sr. Desktop Technician or comparable senior desktop/service desk support role highly desirable

🏖️ Benefits

• Comprehensive healthcare plans for you and your family • Discretionary 401(k) match of 50% of the first 4% of pay contributed • Fitness, restaurant, retail, and other employee discounts • Customized training programs • Employee referral bonuses • Educational Reimbursement • Carrington Charitable Foundation community-support initiatives