Manager, Service Desk Support


Key information

Support functions
Professional, Engineer & Manager
3151 e imperial hwy ca 92821 brea, California, UNITED STATES
Regular Full time, Full-time
Bachelor's Degree
More than 3 years

Job description

The Manager of Service Desk Support is a highly skilled hands-on manager that will be responsible for managing daily operations of the service desk, managing the service desk team, ensuring that service desk SLA's are constantly met per IT department KPI's, and continuous planning for service desk development and improvement. The manager will work with the IT Director on the vision, direction, and structure of all IT systems to meet the current and future needs of the growing enterprise.

Duties and Responsibilities:
 Provide outstanding customer service to clients
 Manage IT service desk systems including ticketing, imaging, and patching solutions
 Provide technical leadership and management for IT service desk operations
 Ability to troubleshoot hands-on and work with technical support or technology partners when needed
 Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
 Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
 Constantly explore solutions to automate service desk operations to improve efficiency and reduce cost
 Monitor performance of support personnel, reviewing response times, problem logs, and trends in problems reported
 Measure, monitor, and maintain the team's ability to meet SLA's
 Recommends strategies and/or hardware/software enhancements to increase employee productivity
 Interact with Safran Global Service Desktop teams
 Keep up to date with technical and industry developments

Job requirements

Preferred Qualifications and/or Education:
 Bachelor's Degree in Computer Science or equivalent experience in a related field
 5+ years of experience working in a similar service desk management role
 3+ years of experience working in a Management role
 9+ years of experience working in IT
 Solid understanding of Windows, Windows Server and MacOS
 Solid understanding of Active Directory, DNS and DHCP
 Good understanding of managing Office 365 apps or similar cloud solutions
 Knowledge of VoIP and webhosting solutions (Zoom, TEAMS, RingCentral) is a strong plus
 Good understanding of VDI solutions is a plus
 Good understanding in TCP/IP networking and VMware
 Good understanding of Linux is an advantage
 Strong ITIL framework knowledge
 Familiarity with information security principles and best practices in virtual environments
 Use sound judgment in decision-making under tight deadline or during critical system outages and/upgrades


Company information

Safran Passenger Solutions

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 79,000 employees and sales of 16.5 billion euros in 2020 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and Innovation roadmap.

Safran ranks first in Forbes's 2020 list of the World's Best Employers for its sector.

Safran Passenger Solutions focuses on delivering an enhanced passenger experience by providing in-flight entertainment systems, conditioning control of the cabin and equipment, water and waste management systems, cabin lighting and advanced equipment and systems for commercial and business jets.

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