About the position
As a Manager Service Delivery (“Infrastructure Operations Service Desk Lead”) at Gainwell, you’ll play a critical role in ensuring exceptional IT support services for our clients. This position oversees a team of approximately 30 employees and drives operational excellence across Tier 1 and Tier 2 support functions. If you have experience leading teams in a help desk, service desk, or contact center environment, and thrive in fast-paced, customer-focused settings, we want to hear from you.
Responsibilities
• Lead and manage Tier 1 and 2 Service Desk and Remote Maintenance teams, ensuring smooth day-to-day operations and timely response to incidents in production and non-production environments.
• Serve as the first point of escalation for issues by monitoring reports from analysts and promptly communicating critical information to incident management teams to facilitate resolution.
• Oversee and improve processes specific to the Service Desk, including ticket handling, documentation standards, and customer service best practices.
• Monitor team performance and KPIs, analyze trends, and implement improvements based on feedback and recurring issues.
• Develop and mentor staff, focusing on training, career development, and fostering a collaborative, customer-focused culture.
Requirements
• Leadership Experience: Proven ability to lead teams of 20+ in a help desk, service desk, or contact center environment.
• Service Desk/Help Desk Experience: Minimum 2 years within the past 5 years, including support for environments with 2,500+ end users.
• ServiceNow Expertise: At least 2 years of experience with ServiceNow platform and tools within the past 5 years.
• ITIL Certification: Must hold and maintain a current ITIL 4 certificate for the duration of employment (proof required).
• Education: Bachelor’s degree required.
• Client Approval & References: Position requires end-client approval and two references to verify qualifications and performance.
Benefits
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment.
• Company provided computer for work use.