Service Desk Manager

ABOUT CIM GROUP

CIM is a community-focused real estate and infrastructure owner, operator, lender, and developer. Our team of experts works together to identify and create value in real assets, benefiting the communities in which we invest. Back in 1994, our three founders focused on projects in Southern California neighborhoods. Today, we are a diverse team of 900+ employees with projects across the Americas.

Our projects have delivered jobs; created comfortable places to live, work, and relax; and provided necessary and sustainable infrastructure. Our focus on enhancing communities is unwavering, and we strive to make an even greater impact in the years to come. Join us and make an impact today!

The Manager of IT Service Desk is responsible for leading and managing the IT Service Desk and Desktop Engineering teams to deliver high-quality technical support and customer service across the organization. This role ensures alignment with ITIL-based service management practices, drives continuous improvement, and leverages tools such as Service Now to optimize incident, request, and knowledge management processes. The manager will oversee day‑to‑day operations, develop team capabilities, and ensure timely resolution of technical issues to support business continuity and user satisfaction.

• Lead and manage the IT Service Desk and Desktop Engineering teams, ensuring consistent and efficient support for end‑users across all locations.
• Implement and maintain ITIL-based processes for Incident Management, Request Fulfillment, Problem Management, Asset Management, and Knowledge Management.
• Oversee the configuration, optimization, and usage of Service Now for ticketing, reporting, and workflow automation.
• Monitor service desk performance metrics (e.g., SLAs, first‑call resolution, customer satisfaction) and implement improvements based on data analysis.
• Develop and maintain a comprehensive knowledge base to support self‑service and technician efficiency.
• Collaborate with other IT teams to ensure seamless escalation and resolution of complex technical issues.
• Manage hardware and software provisioning, deployment, and lifecycle support through the Desktop Engineering team.
• Ensure compliance with IT policies, procedures, and security standards.
• Lead initiatives to improve end‑user experience, including onboarding/offboarding processes, remote support, and proactive issue resolution.
• Provide coaching, mentoring, and professional development opportunities for team members.
• Participate in budgeting, resource planning, and vendor management related to end‑user support services.

• Direct supervision of IT Service Desk Analysts and Desktop Engineers, including remote team members.
• Responsible for hiring, performance evaluations, training, and career development.
• Establish team goals and KPIs aligned with organizational objectives.
• Foster a culture of accountability, collaboration, and continuous improvement.

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT support or service desk operations, with at least 2 years in a leadership role.
• Strong understanding of ITIL framework; ITIL Foundation certification preferred.
• Hands‑on experience with Service Now or similar ITSM platforms.
• Proven ability to manage and develop technical teams in a fast‑paced environment.
• Experience supporting Windows environments, desktop hardware, and enterprise applications.
• Excellent communication, problem‑solving, and organizational skills.
• Experience working in a multi‑site or remote support environment is a plus.

• A variety of Medical, dental, and vision benefit plans
• Health Savings Account with a generous employer contribution
• Company‑paid life and disability insurance
• 401(k) savings plan, with company match
• Comprehensive paid time off, including vacation days, 10 designated holidays, sick time, and bereavement leave
• Up to 16 hours of volunteer time off
• Up to 16 weeks of Paid Parental Leave
• Ongoing professional development programs
• Wellness program, including monthly and…