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Fulltime Help Desk Tier Two Jobs in Riverside, CA

Shield

Service Desk Manager - Tier II

Anaheim, CA · On-site +1

$93K - $108K/yr

Managed Services Employment Type: Full Time Location: IronOrbit - Remote Compensation: $93,600 - $108,160 / year Description IronOrbit is seeking a Tier II Service Desk Manager to lead our Tier II ...

Onsite Computing

Level 3 Help Desk Technician

Corona, CA · On-site

$20.75 - $28/hr

... tier support to our clients. This role involves resolving complex technical issues, mentoring ... Serve as an escalation point for Level 1 and Level 2 technicians, offering guidance and support.

Onsite Computing, Inc

Level 3 Help Desk Technician

Corona, CA · Hybrid

$20.75 - $28/hr

... tier support to our clients. This role involves resolving complex technical issues, mentoring ... Serve as an escalation point for Level 1 and Level 2 technicians, offering guidance and support.

Onsite Computing

Level 2 Help Desk Technician

Corona, CA · On-site

$20.75 - $28/hr

As a Hybrid Level 2 Help Desk Technician, you will provide advanced technical support and troubleshooting for a variety of IT issues. You will work both remotely and on-site, ensuring that our ...

VSolvit

DATABASE ADMINISTRATOR

Norco, CA · On-site

$150K - $185K/yr

We are seeking a Tier II Help Desk Support Specialist to provide technical troubleshooting, user testing, and quality assurance for a key defense logistics application. This role requires an ...

Onsite Computing, Inc

Level 1 Help Desk Technician

Corona, CA · Hybrid

$20.75 - $28/hr

As a Hybrid Level 1 Help Desk Technician, you will be the first point of contact for our clients ... Escalate complex issues to Level 2 or Level 3 support as needed. * Document all client interactions ...

Onsite Computing

Level 1 Help Desk Technician

Corona, CA · On-site

$20.75 - $28/hr

As a Hybrid Level 1 Help Desk Technician, you will be the first point of contact for our clients ... Escalate complex issues to Level 2 or Level 3 support as needed. * Document all client interactions ...

Bal Seal Engineering

Help Desk Analyst I

Lake Forest, CA · On-site

$25 - $31/hr

Position Summary The Help Desk Analyst is responsible for providing timely, high-quality technical ... Minimum of 2 years of experience in PC hardware support and repair. * Minimum of 2 years of ...

TOTAL WAREHOUSE INC

IT Help Desk I

Anaheim, CA

Education and Experience: * 1-2 years of IT/help desk experience or equivalent technical training. * Basic knowledge of Windows 11. * Familiarity with Microsoft 365. * Basic understanding of ...

Interlink Technology, Inc.

Be Seen First

Level 1 Help Desk Engineer - Remote

Murrieta, CA · Remote

$20 - $23/hr

Escalate complex issues with clear troubleshooting details so senior engineers can continue without repeating work What We're Looking For * 1-2 years of help desk, desktop support, MSP, or similar ...

Partners Professional

Helpdesk Technician

Santa Ana, CA · On-site

$28 - $32/hr

Minimum of 3 years of IT support or help desk experience . * 2+ years of networking experience . * Strong troubleshooting skills across hardware, software, and basic networking. * Experience ...

MetroSys

Technical Support Specialist

Irvine, CA · On-site

$20 - $30/hr

Provide Tier 1 and Tier 2 technical support for end users across office and manufacturing ... Required Qualifications * 2-5 years of experience in Help Desk, Desktop Support, or Technical ...

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All JobsFulltime Help Desk Tier Two JobsFulltime Help Desk Tier Two Jobs in Riverside, CA

Fulltime Help Desk Tier Two information

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How much do fulltime help desk tier two jobs pay per hour?

As of Sep 4, 2026, the average hourly pay for fulltime help desk tier two in Riverside, CA is $24.15, according to ZipRecruiter salary data. Most workers in this role earn between $20.05 and $27.07 per hour, depending on experience, location, and employer.

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Service Desk Manager - Tier II

Shield

Anaheim, CA • On-site, Remote

$93K - $108K/yr

Full-time

Re-posted 8 days ago

Job description

Service Desk Manager - Tier II
Department: Managed Services
Employment Type: Full Time
Location: IronOrbit - Remote
Compensation: $93,600 - $108,160 / year
Description
IronOrbit is seeking a Tier II Service Desk Manager to lead our Tier II support team as part of our Managed Services organization. This role combines hands on technical leadership, team management, and ITIL based incident and problem management to ensure timely issue resolution, strong service continuity, and an exceptional customer experience.
The Tier II Service Desk Manager will be responsible for the day to day leadership and performance of the Tier II team, ensuring escalated technical issues are resolved effectively and service expectations are consistently met. This individual will serve as a technical subject matter expert and escalation resource for the team, bringing strong hands on experience across Active Directory, server environments, desktops, and related infrastructure technologies.
In addition to leading Tier II operations, this role will have a strong focus on incident and problem management. The Manager will use service desk data, ticket trends, and recurring incidents to identify broader problems within customer environments and drive those issues toward permanent resolution. This includes coordinating root cause analysis, identifying opportunities for proactive remediation, and ensuring recurring issues are addressed rather than repeatedly resolved at the incident level.
The Tier II Service Desk Manager will work closely with Senior Service Managers, Customer Success Managers, and other technical teams to manage escalations, address service impacts, and maintain clear ownership and communication throughout the resolution process. This individual will also play an important role in continually improving support processes, service quality, and overall operational performance.
Key Responsibilities
  • Lead, mentor, and inspire a geographically distributed Tier II and Incident and Problem Management-focused team, fostering accountability, quality, and a positive, collaborative environment.
  • Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones.
  • Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs.
  • Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions.
  • Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts.
  • Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption.
  • Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager.
  • Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams.
  • Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction.

Skills, Knowledge & Expertise
  • 3+ years in an IT support or service management leadership role (MSP experience highly preferred).
  • Demonstrated success leading remote and distributed teams, including setting goals, providing feedback, and driving engagement in virtual environments.
  • Strong technical background in Windows Server (2016/2019/2022), networking (Cisco, Sophos, SonicWall), cloud platforms (Microsoft 365, Google Workspace, Azure AD), and remote troubleshooting.
  • Proven ability to lead distributed/remote teams effectively.
  • Excellent written and verbal communication skills, with an emphasis on clarity and inclusivity in virtual settings.
  • Experience with ITSM tools and incident/problem management processes.
  • Experience with endpoint and device management tools (Microsoft Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, Apple Business Manager).
  • Familiarity with virtualization and VDI platforms (VMware Horizon, Citrix, Hyper-V).
  • Ability to coordinate effectively with after-hours and overnight teams.

Preferred:
  • ITIL certification or equivalent process knowledge.
  • Experience managing cross-time-zone teams and facilitating virtual collaboration.
  • Familiarity with MSP performance metrics, SLA reporting, and continual service improvement.
  • Knowledge of compliance frameworks (ISO 27001, PCI, SOC2).
  • Experience with backup/recovery (Veeam), MFA (Duo, Microsoft), and security monitoring (NIDS, DLP).

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