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Information Technology Service Desk Manager

Job Description

Manager, IT Service Desk

Location: Orange County, CA (Hybrid)

Pay Rate: $70–$80/hr

Johnson Service Group (JSG) is seeking an experienced Manager, IT Service Desk for a financial services partner in Orange County. This leadership role will oversee enterprise IT support operations, end-user computing, back-office systems, infrastructure services, and service delivery across branch, corporate, and remote environments.

Key Responsibilities

  • Lead and manage IT Service Desk, End User Computing, Collaboration, Remote Access, and Back-Office Systems teams
  • Balance strategic initiatives, operational support, and project management responsibilities in a fast-paced environment
  • Manage multiple concurrent projects, including technology upgrades, deployments, and enterprise-wide initiatives
  • Oversee IT ticketing systems, asset management, inventory control, software licensing, and service delivery processes
  • Manage enterprise patching, upgrades, monitoring, and support for servers, desktops, laptops, printers, mobile devices, and network-connected equipment
  • Provide leadership for Microsoft 365/O365, file sharing, collaboration, communication, and productivity platforms
  • Administer and support enterprise storage solutions, including Dell EMC and Pure Storage environments
  • Oversee backup, recovery, disaster recovery, and business continuity processes for critical systems and applications
  • .Partner with Information Security, HR, and business stakeholders to ensure secure access management and regulatory compliance
  • Manage vendor relationships, RFP processes, contract negotiations, budgeting, and cost analysis
  • Implement and maintain ITIL best practices to improve service delivery, operational efficiency, and customer satisfaction
  • Lead, mentor, coach, and develop technical teams while fostering a culture of accountability and continuous improvement
  • Support executive leadership, branch operations, and remote workforce technology needs

Experience

  • Experience managing or supporting enterprise Data Center operations, including servers, storage, virtualization, backup/recovery, and high-availability environments
  • Experience working within a Managed Services Provider (MSP) environment, supporting multiple business units, clients, or complex service delivery models
  • Financial services, banking, credit union, healthcare, or other highly regulated industry experience
  • Strong knowledge of Microsoft 365, Active Directory, endpoint management, enterprise storage, backup solutions, and IT infrastructure operations

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, Business Administration, or equivalent experience
  • Proven leadership experience managing IT Service Desk, Infrastructure, End User Computing, or IT Operations teams
  • Strong background in IT operations, project management, service delivery, and team development
  • Experience managing enterprise technology environments, vendor relationships, budgets, and strategic initiatives
  • Excellent communication, stakeholder management, and problem-solving skills

Ideal Candidate

The ideal candidate will bring a combination of IT Service Desk leadership, enterprise infrastructure expertise, Data Center operations experience, and MSP experience, along with a strong customer-service mindset and the ability to lead teams in a highly regulated financial services environment.