IT Service Desk Manager (FTE)
Company: AdeptSource
Location: San Carlos
Posted on: April 2, 2026
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Job Description:
Title: IT Service Desk Manager Location: Redwood City, CA
(onsite) Type: Full-time Permanent (competitive salary bonus and
equity) *Ideal candidate will have previous service desk management
experience in the Life Sciences, Biotech or Pharmaceutical
industry. Overview: The IT Service Desk Manager’s role is to
oversee all Service Desk staff and ensure that end users (approx.
400) are receiving the appropriate assistance. This includes the
responsibility of managing all procedures related to
identification, prioritization and resolution of incidents,
including the monitoring, tracking and coordination of Service Desk
functions. The Service Desk Manager is also responsible for
planning, designing, and analyzing the organization’s service desk
according to best practices, like the Information Technology
Infrastructure Library (ITIL), while ensuring high levels of
customer service quality and availability. This individual will
develop, implement, and oversee policies and procedures to ensure
consistent service levels and quick resolutions. The Service Desk
Manager is also responsible for staffing capacity planning, service
process design, performance analysis, and developing proactive
resolution plans. The Service Desk Manager will also contribute to
escalated problem resolution by giving in-person, hands-on support
to end users when necessary. Responsibilities: Responsible for
management, prioritization and dispatch of incoming calls to the
Service Desk via telephone, e-mail, chat to ensure courteous,
timely and effective resolution of end user issues. Ensure
compliance with Service Level Agreement (SLA). Use best practices
in the delivery of technical support such as: Average Speed to
Answer, First Call Resolution, CSAT, and support metrics tracking
and reporting. Develop and enforce request handling and escalation
policies and procedures. Track and analyze trends in Service Desk
requests and generate statistical reports. Maintain a mindset of
continuous improvement, in terms of efficiency of support
processes, customer satisfaction and the application of tools for
monitoring. Identify, recommend, develop, and implement end user
training programs to increase computer literacy and
self-sufficiency. Oversee development and communication of help
sheets, usage guides and FAQs for end users. Send User
Communications when there are planned and unplanned outages. Attend
training seminars, conferences, and trade shows to broaden
knowledge of current and future Service Desk issues and
technologies. Oversee the development, implementation and
administration of service desk staff training procedures and
policies. Develop and maintain knowledge base articles (KBA).
Motivate support team through performance coaching and training
objectives Contribute to escalated problem resolution by giving
in-person, hands-on support to end users when necessary. Monitor
incident trends and anticipate potential problems for proactive
resolution. Manage Operational budget and related purchasing tasks.
Ensure appropriate training initiatives for new and existing staff.
Requirements: 7 years of experience and 3 years of Management
experience Extensive application support experience with various
modules of ServiceNow & Office 365 Extensive knowledge of computer
hardware, including PCs and Macs. Working knowledge of a range of
diagnostic utilities and remote tools. Experience with desktop and
server operating systems, including latest Windows and Mac OS.
Familiarity with the advanced principles of ITIL. ITIL
certification preferred Proven track record of developing and
providing SLAs and Service Desk deliverables. Demonstrated
progressive experience in the management of a technical support
team. Experience leading a Service desk team is mandatory.
Keywords: AdeptSource, Pittsburg , IT Service Desk Manager (FTE), IT / Software / Systems , San Carlos, California
