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Service Desk Operations Manager Jobs in Montclair, CA

LA28

Senior Manager, Service Desk

Los Angeles, CA · On-site

Manage the operations and the technicians of the central service desk * Ensure service desk technicians are following established incident management and service delivery procedures while adhering to ...

LA28 (Web)

Senior Manager, Service Desk

Los Angeles, CA · On-site

Manage the operations and the technicians of the central service desk * Ensure service desk technicians are following established incident management and service delivery procedures while adhering to ...

Frontline, LLC

Service Desk Specialist

Los Angeles, CA · On-site

Regularly check with the Operations Manager on a weekly basis to discuss aspects of work. Quarterly meetings with the Operations Manager to check goals and expectations. Complete End of Day Reports ...

Red Cup IT Inc

MSP Service Desk & Support

Los Angeles, CA · On-site +1

$21.50 - $29/hr

Client Support & Service Desk Operations * Serve as the first point of contact for client support ... Manage user accounts, permissions, and security groups (Active Directory / Azure AD) * Provide ...

Red Cup IT, Inc.

MSP Service Desk & Support

Los Angeles, CA · On-site +1

$21.50 - $29/hr

Client Support & Service Desk Operations * Serve as the first point of contact for client support ... Manage user accounts, permissions, and security groups (Active Directory / Azure AD) * Provide ...

Shield

Service Desk Manager - Tier II

Anaheim, CA · On-site +1

$93K - $108K/yr

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 ...

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Service Desk Operations Manager information

See Montclair, CA salary details

$36.9K

$95.4K

$158.5K

How much do service desk operations manager jobs pay per year?

As of Aug 17, 2026, the average yearly pay for service desk operations manager in Montclair, CA is $95,434.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,700.00 and $113,600.00 per year, depending on experience, location, and employer.

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

AspectService Desk Operations ManagerService Desk Supervisor
ResponsibilitiesOversees multiple service desk teams, manages strategic planning, and ensures service qualitySupervises daily operations, manages team members, and handles escalations
Required CredentialsITIL certification, relevant IT experience, leadership skillsITIL knowledge, technical support experience, team management skills
Work EnvironmentStrategic, managerial setting, often in larger organizationsOperational, team-focused environment, often in help desk or support centers
Industry UsageCommon in IT service management, large enterprisesCommon in IT support teams, smaller organizations

The Service Desk Operations Manager focuses on strategic oversight and managing multiple teams, while the Service Desk Supervisor handles daily team supervision and operational issues. Both roles require ITIL knowledge and support experience, but the manager role involves broader planning and leadership responsibilities.

What are popular job titles related to Service Desk Operations Manager jobs in Montclair, CA?

For Service Desk Operations Manager jobs in Montclair, CA, the most frequently searched job titles are:

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

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

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

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

Service Desk Operations Manager jobs near you
Infographic showing various Service Desk Operations Manager job openings in Montclair, CA as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $95,434 per year, or $45.9 per hour.

MSP Service Desk Manager

Red Cup IT, Inc.

Los Angeles, CA • On-site, Remote

Full-time

Re-posted 6 days ago

Job description

We are looking for an MSP Service Desk Manager is responsible for leading the service desk team, overseeing daytoday support operations, and ensuring consistent, highquality service delivery to all managed services clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent enduser experience.

Key Responsibilities
  • Lead, coach, and develop a team of Level 1-3 service desk technicians, including hiring, training, scheduling, performance management, and mentoring.
  • Oversee daily service desk operations, including ticket intake, assignment, prioritization, escalation, and resolution across all client environments.
  • Maintain and improve SLA compliance by monitoring queues, workloads, and response/resolution times, and by implementing corrective actions when needed.
  • Design, implement, and continuously refine service desk processes, including incident, request, problem, and change handling aligned with ITIL/ITSM best practices.
  • Act as the primary escalation point for complex or highimpact incidents, including security events and major outages, coordinating internal and vendor resources to restore service quickly.
  • Manage customer communications for critical incidents and dissatisfied clients; handle complaints, reset expectations, and drive longterm customer satisfaction.
  • Develop, maintain, and enforce documentation for standard operating procedures, knowledge base articles, and onboarding/offboarding processes for both staff and clients.
  • Monitor and analyze service desk metrics and trends (ticket volume, categories, aging, first contact resolution, CSAT, etc.) and provide regular reports to leadership with recommendations for improvement.
  • Coordinate closely with project, NOC, security, and account management teams to ensure smooth handoffs, effective change/release activities, and alignment with client roadmaps and agreements.
  • Ensure effective use, configuration, and governance of RMM, PSA, and related ITSM tools used for ticketing, monitoring, documentation, and reporting.
  • Drive a culture of continuous improvement, standardization, and automation to increase efficiency and reduce recurring incidents.
Qualifications
  • 3-5+ years of experience in an MSP or similar managed services environment, including prior handson service desk/support experience.
  • 2+ years in a leadership or supervisory role managing a technical support/service desk team.
  • Strong understanding of ITSM/ITIL processes (incident, problem, change, request); ITIL certification is preferred.
  • Broad technical knowledge of Windows Server/AD, Microsoft 365, networking fundamentals, endpoint management, backup/DR, and common MSP toolsets (RMM/PSA).
  • Proven ability to manage SLAs, handle escalations, and communicate clearly with both technical and nontechnical stakeholders, including executives and end users.
  • Strong analytical, organizational, and leadership skills, with demonstrated success using metrics and feedback to improve operations.
Core Competencies
  • People leadership and coaching
  • Customer service and conflict resolution
  • Process design and continuous improvement
  • Incident and major incident management
  • Time management and prioritization in a highvolume MSP environment
Employment Type: FULL_TIME

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