Manager - IT Service Desk (Automotive)

TL;DR

Manager - IT Service Desk (Automotive): Leading the enterprise IT Service Desk function to ensure high-quality support delivery with an accent on ITIL processes, SLA performance, and team development. Focus on optimizing support workflows for 1,000+ users and driving service maturity through automation and self-service enablement.

Location: On-site at Livermore, CA Headquarters

Salary: $75,000 - $158,000/annual salary

Company

Leading transit bus manufacturer in the United States specializing in zero-emission vehicles.

What you will do

• Lead, mentor, and manage a team of Service Desk Technicians, including hiring and performance management.
• Oversee daily operations, ticket management, queue monitoring, and SLA/KPI performance.
• Establish and enforce ITIL-aligned processes for incident, request, and knowledge management.
• Coordinate cross-functionally with Infrastructure, Security, and Applications teams to resolve complex issues.
• Drive service maturity through automation, self-service enablement, and workflow enhancements.
• Administer ITSM tools and maintain asset lifecycle tracking and inventory accuracy.

Requirements

• Bachelor's degree in Information Technology or equivalent work experience.
• Minimum 7 years of experience in IT Service Desk or End-User Support, including 5 years in a managerial capacity.
• Must be based in or able to work on-site in Livermore, CA.
• Strong understanding of ITIL concepts, service operations, and incident management.
• Experience supporting manufacturing or multi-site operations.
• Ability to work in a manufacturing environment and wear required Personal Protective Equipment.

Nice to have

• ITIL Foundation or higher certification.

Culture & Benefits

• Inclusive and family-oriented team culture.
• Stable and growing organization with over 132 years of history.
• Flexible schedules depending on project needs.
• Company-paid medical premiums and a generous retirement plan.
• Comprehensive benefits package.