Infrastructure Operations Service Desk Lead (Roseville, 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. You'll 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

The Infrastructure Operations Service Desk Lead is responsible for the overall management of the Tier 1 and 2 Service Desk and Remote Maintenance Operations teams. Leadership, Adaptability, Teamwork including cross-contractor collaboration, Change Management, Process Improvement, Conflict Resolution, Innovation, Communications, and Problem Solving are skills needed for this position.

Your role in our mission

• The duties and responsibilities include leading the day-to-day activities of the Service Desk and Remote Maintenance Staff
• Managing Tier 1 and 2 incidents that occur in non-production and Production environments
• Coordinating with other CalSAWS contractors regarding escalation of incidents to Tier 3
• Overseeing requests, incidents, and problems reported to the Service Desk
• Managing and coordinating urgent and complicated support issues and acting as an escalation point for requests and incidents
• Maturing phone/ticket escalation processes to improve free-flowing escalation and information within the organization
• Monitoring and managing the phone queue (participating in escalated calls as needed); thoroughly documenting, consistently auditing, and regularly improving processes used by the Service Desk; collecting feedback to determine patterns and issues so they can be resolved, identifying FAQs that can be provided for troubleshooting
• Training, coaching, and mentoring Service Desk and Remote Maintenance staff including career development; and providing data and reporting of KPIs and trends.

What we're looking for

• Bachelor's degree or equivalent experience is required.
• A minimum of two (2) years of experience within the past five (5) years working in a service desk/help desk.
• A minimum of two (2) years of experience within the past five (5) years working in a help desk environment serving over 2,500 end users.
• A minimum of two (2) years of experience within the past five (5) years with the ServiceNow platform and tools.
• Must hold and maintain an ITIL 4 certification while working for Gainwell.
• Selected candidate will live in the greater Sacramento, CA Metropolitan area.

What you should expect in this role

• This is a full-time (40 hours per week permanent regular salaried (W-2) employee position.
  • Up to 10% travel may be required.
  • Will work each day in the Roseville, CA office.
• Upward career advancement is possible and encouraged.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• Employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• Video cameras must be used during all interviews, unless done in person.
• Proof of ITIL certificate is required along with a successful background check.
• This position will remain posted to take applications until April 18, 2025.

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The pay range for this position is $97,000 - $140,000 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. You'll 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. You'll 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 committed to a diverse, equitable, and inclusive workplace. We are proud to be 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), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.