Manager, Service Desk

AV · Simi Valley, CA · 1 mo ago

On-siteInformation Technology$118k–$179k/yrFull-time

Oversee daily Service Desk operations and frontline staff, ensuring end users receive timely, high-quality technical assistance. Manage all procedures related to the identification, prioritization, assignment, and resolution of incidents and requests, including queue monitoring, SLA tracking, and operational coordination. Execute established ITIL processes, asset management workflows, and service metrics across the organization. Implement standard operating procedures, conduct capacity planning, perform trend analysis, and coach staff to achieve consistent service levels. Actively contribute to escalated problem resolution by providing direct, hands-on technical support when necessary.

Responsibilities

Align daily Service Desk operations with IT leadership’s strategy, communicating operational updates, service metrics, and team performance to leadership.
Enforce Service Level Agreements (SLAs) to maintain expected problem resolution timeframes and customer satisfaction standards.
Implement and maintain standard operating procedures outlining how incidents and service requests are logged, triaged, escalated, and resolved.
Analyze daily and weekly Service Desk activity, identify recurring bottlenecks or incident trends, and implement operational fixes.
Conduct regular performance evaluations, 1-on-1 coaching, and goal setting for Service Desk technicians and support staff.
Monitor team operational expenditures and provide input into annual hardware, software, and staffing budget forecasts.
Administer and optimize ticketing system workflows, request catalogs, and asset tracking configurations based on operational needs.
Evaluate Service Desk software, endpoint utilities, and hardware peripherals in coordination with IT procurement and vendor contacts.
Coordinate purchasing, provisioning, and deployment tasks for end-user computing hardware and peripherals.
Supervise a distributed/multi-site technical support team, managing shift schedules, ticket routing, and escalation coverage.
Ensure prompt, professional, and effective resolution of Tier 1–Tier 3 tickets across enterprise applications and hardware.
Develop and maintain end-user knowledge bases, self-service portals, FAQs, and internal technical runbooks.
Onboard, train, and mentor junior technicians to enhance technical competency and service delivery quality.
Provide hands-on, in-person, and remote troubleshooting support for executive and high-priority technical escalations.
Represent the Service Desk team in Change Advisory Board (CAB) meetings to review upcoming changes and assess operational impact.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent combination of education, training, and experience).
Minimum of 5–7 years of experience in IT Service Desk / Technical Support environments.
Minimum of 2–4 years of direct supervisory or team lead experience managing IT support personnel.
5+ years of hands-on experience supporting enterprise desktop and mobile platforms (Windows, macOS, iOS, Linux).
Demonstrated experience administering and configuring enterprise ticketing platforms (e.g., ServiceNow, Jira Service Management, Ivanti).
Working knowledge of enterprise endpoint management and software deployment tools (e.g., VMware Workspace ONE, Microsoft Intune/MECM, Ivanti EPM).
Proven track record of monitoring, meeting, and reporting on ITIL-aligned SLAs and operational KPIs.
40-hour on-site work week with flexibility for on-call escalations when required.
ITIL Foundation Certification (v3 or v4) required; Intermediate ITIL/ITSM knowledge preferred.
Experience managing distributed, remote, or multi-site support teams preferred.
U.S. Citizen, U.S. Permanent Resident (Green Card holder), or asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) required.

Skills

Strong customer-service mindset with solid verbal, written, and interpersonal communication skills.
Proven analytical, troubleshooting, and root-cause analysis skills.
Ability to effectively prioritize, delegate, and execute operational tasks in a dynamic environment.
Solid relationship management skills with the ability to translate technical concepts into user-friendly guidance.
Occasional domestic travel may be required.

Physical Demands

Ability to work in an office environment (Constant).
Required to sit and stand for long periods; talk, hear, and use hands and fingers to operate a computer and telephone equipment (Frequent).
Must be able to lift and move up to 30 pounds of IT hardware and peripherals (computers, monitors, docking stations).

Pay

The salary range for this role is $117,500 - $179,250. AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidate’s work experience, education/training, and key skills.

Benefits

Medical, dental, and vision coverage.
401K with company matching.
9/80 work schedule.
Paid holiday shutdown.

About the Company

AV isn’t for everyone. We hire the curious, the relentless, the mission-obsessed. The best of the best. We don’t just build defense technology—we redefine what’s possible. As the premier autonomous systems company in the U.S., AV delivers breakthrough capabilities across air, land, sea, space, and cyber. From AI-powered drones and loitering munitions to integrated autonomy and space resilience, our technologies shape the future of warfare and protect those who serve. Founded by legendary innovator Dr. Paul MacCready, AV has spent over 50 years pushing the boundaries of what unmanned systems can do. Our heritage includes seven platforms in the Smithsonian—but we’re not building history, we’re building what’s next.