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Service Desk Manager Jobs in Rialto, CA (NOW HIRING)

Shield

Service Desk Manager - Tier II

Anaheim, CA · On-site +1

$93K - $108K/yr

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 ...

Chapman University

Service Desk Assistant

Orange, CA · On-site

$16.50/hr

Responsibilities Service Desk Assistant Responsibilities * Offering guidance and troubleshooting ... Managing printers, ensuring functionality, and restocking paper and toner as needed. * Monitoring ...

San Manuel Casino

Service Desk Analyst I

Highland, CA

$20.25 - $27.75/hr

Communicate SLAs to manage end-user expectations and provide suggestions for continual improvement ... General IT Service Desk Experience is preferred. * Demonstrated ability to analyze and diagnose ...

Nexaminds

Service Desk L1

Orange, CA

$22 - $30/hr

Nexaminds is actively seeking a Level 1 Service Desk Technician to serve as the first point of ... Accurately document, prioritize, and manage incidents and service requests while meeting SLA ...

Zumiez

Solutions Desk Analyst / DC Specialist

Corona, CA · On-site

$21 - $26/hr

Handle IT related incidents through a ticket queue management system, driving tickets to resolution with urgency, efficiency, and accuracy. * Handle walk-up customers at the IT Service Desk location ...

New

Jackson Lewis P.C.

Help Desk Analyst

Orange, CA · On-site

$26.70 - $33.40/hr

Document end user issues/requests utilizing the IT Service Desk service management application. * Provide end-user hardware, software, and telecommunications desk-side system support. * Work in ...

San Manuel

Supervisor, Hotel Front Desk

Patton, CA · On-site

$17 - $22/hr

Front Desk Supervisor Under the direction of the Manager, Front Desk, the Supervisor, Front Desk is ... Assists in managing and supporting consistency of service and delivering results that contribute to ...

Tech Guardian

Be Seen First

MSP Helpdesk Supervisor

Lake Elsinore, CA · On-site

$70K - $85K/yr

Report service desk concerns, trends, bottlenecks, and improvement opportunities to management * Support company goals related to client satisfaction, SLA performance, ticket quality, technician ...

San Manuel Casino

Supervisor, Hotel Front Desk

Highland, CA

$17 - $21.75/hr

Assists in managing and supporting consistency of service and delivering results that contribute to ... Oversees Hotel Front Desk processes: ensuring rooms and services are correctly accounted for ...

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Service Desk Manager information

See Rialto, CA salary details

$36.6K

$94.8K

$157.4K

How much do service desk manager jobs pay per year?

As of Aug 17, 2026, the average yearly pay for service desk manager in Rialto, CA is $94,781.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,200.00 and $112,800.00 per year, depending on experience, location, and employer.

What is a service desk manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.

What are the key skills and qualifications needed to thrive as a service desk manager?

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What are the most common challenges faced by a service desk manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

How much do service desk managers make in the US?

Service Desk Managers in the US typically earn between $60,000 and $100,000 annually, depending on experience, location, and company size. They often require strong technical skills, certifications like ITIL, and leadership abilities to oversee support teams and ensure service quality.

What are the most commonly searched types of Service Desk jobs in Rialto, CA?

The most popular types of Service Desk jobs in Rialto, CA are:

What job categories do people searching Service Desk Manager jobs in Rialto, CA look for?

The top searched job categories for Service Desk Manager jobs in Rialto, CA are:

What cities near Rialto, CA are hiring for Service Desk Manager jobs?

Cities near Rialto, CA with the most Service Desk Manager job openings:

Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Rialto, CA as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 20% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $94,781 per year, or $45.6 per hour.

Service Desk Manager - Tier II

Shield

Anaheim, CA • On-site, Remote

$93K - $108K/yr

Full-time

Re-posted 19 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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