Manager Service Delivery "Infrastructure Operations Service Desk Lead" (Sacramento, CA)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. Youll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

As a Manager Service Delivery (Infrastructure Operations Service Desk Lead) at Gainwell, youll play a critical role in ensuring exceptional IT support services for our clients. This position oversees a team of approximately 30 employees and drives operational excellence across Tier 1 and Tier 2 support functions. If you have experience leading teams in a help desk, service desk, or contact center environment, and thrive in fast-paced, customer-focused settings, we want to hear from you.

Your role in our mission

• Lead and manage Tier 1 and 2 Service Desk and Remote Maintenance teams, ensuring smooth day-to-day operations and timely response to incidents in production and non-production environments.
• Serve as the first point of escalation for issues by monitoring reports from analysts and promptly communicating critical information to incident management teams to facilitate resolution.
• Oversee and improve processes specific to the Service Desk, including ticket handling, documentation standards, and customer service best practices.
• Monitor team performance and KPIs, analyze trends, and implement improvements based on feedback and recurring issues.
• Develop and mentor staff, focusing on training, career development, and fostering a collaborative, customer-focused culture.

What were looking for

• Service Desk/Help Desk Experience: Minimum 2 years within the past 5 years, including support for environments with 2,500+ end users.
• Leadership Experience: Proven ability to lead teams of 20+ in a help desk, service desk, or contact center environment.
• ServiceNow Expertise: At least 2 years of experience with ServiceNow platform and tools within the past 5 years.
• ITIL Certification: Must hold and maintain a current ITIL 4 certificate for the duration of employment (proof required).
• Education: Bachelors degree is helpful but not required.
• Client Approval & References: Position requires end-client approval and two references to verify qualifications and performance.

What you should expect in this role

• This is a full-time (8) hours per day, permanent regular salaried (W-2) employee position in the Sacramento metro area. It is required for this position to be in office 4 days per week and work remotely from home in California 1 day per week.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employees Gainwell start date.
• Company provided computer for work use.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• Must be in the greater Sacramento Metropolitan area to be considered for this position.
• This position will remain posted until June 8, 2026 to take applications.

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The pay range for this position is $97,600.00 - $139,400.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. Youll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. Youll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines wages and wage rates to include all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.