Senior Manager, IT Service Desk
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Full-time|$134.2K/yr - $188K/yr|On-site|Irvine, California, United States Greetings! We appreciate your interest in this exciting opportunity. We encourage you to review the details below and connect with your current manager and HR business partner to discuss how your skills align with this role. If everything aligns, please submit your application, and our Talent Acquisition team will reach out to schedule an interview to learn more about you.- Your Human Resources TeamAbout the RoleThe Senior Manager of IT Service Desk will spearhead the evolution of our Service Desk operations at Tarsus. You will oversee IT Service Desk activities, Major Incident Management, Asset Management, and Change Management. This role is perfect for a proactive, customer-focused leader who excels in dynamic, regulated environments and is committed to delivering scalable, high-quality IT services.In this position, you will have direct supervision of the Service Desk team and will work closely with business stakeholders, external vendors, and IT leadership to ensure the delivery of reliable, secure, and high-performing technology services throughout the organization. The ideal candidate will possess extensive IT service management knowledge, exceptional leadership capabilities, and a proven track record of driving initiatives from inception to successful execution.Key Responsibilities:Oversee daily IT Service Desk operations, ensuring consistent, high-quality support across end-user computing, L1/L2 support, AV systems, and executive support.Manage and develop the Service Desk team to achieve high levels of productivity, engagement, and customer satisfaction.Own the incident, request, change, asset, and major incident management processes, ensuring timely resolutions and effective communications with minimal disruption to business operations.Define, monitor, and report on key performance indicators (KPIs) such as SLAs, user satisfaction, incident trends, and resolution metrics, ensuring that SLAs are met or exceeded.Continuously improve the ServiceNow platform, focusing on Incident, Request, Change, Asset, CMDB, Problem Management, and Reporting modules.Provide oversight and support for endpoint devices (laptops, iPads) and audio-visual systems across the organization.Lead user onboarding and offboarding processes, guaranteeing seamless and secure access management.Develop, review, and maintain IT support policies, procedures, and knowledge base documentation.Implement continuous improvement initiatives that enhance efficiency, scalability, and service quality.
Feb 14, 2026