Find & Apply For Network / Systems Administrator Jobs in El Dorado Hills, California

The Role We need someone to lead our Service Desk day to day and stay hands on with the team, not manage it from a distance. You'll lead the techs, keep an eye on the queue, and make sure clients are getting fast, accurate help. If a ticket has been sitting too long or a client is upset, you're the one who notices and gets it back on track. You'll also be the person clients go to when something needs to be escalated beyond a standard ticket. You'll coach the team so they can handle more on their own over time, improve processes where needed, and make sure the desk operates consistently. What You'll Be Doing Run daily huddles and regular 1:1s with the team. Hold the team to clear quality standards, including accurate daily time entry, detailed ticket notes, and strong utilization rates. Monitor the numbers that matter, including First Call Resolution, CSAT, and resolution times. When they slip, figure out why and work with the team to improve them. Review the queue daily and address stale or aging tickets before they turn into client complaints. Handle ticket triage and assignment and keep workloads balanced across the team. Keep the knowledge base (ITGlue) current, identify documentation gaps, and make sure recurring support issues are properly documented. Make sure work being performed matches what is included in the client's contract and handle weekly billing for out of scope work. Be the point person for client escalations. Address concerns directly, work toward resolution, and coach the team to become more capable of handling difficult situations independently. Work with outside vendors when technical issues require their involvement. Look for better ways of doing things. If a process is slow, repetitive, or creating unnecessary work, identify opportunities to automate or streamline it. Manage contracts and renewals for the software and tools used by the Service Desk. Oversee customer employee onboarding and offboarding requests, making sure they are completed quickly, the correct services are added or removed, and billing is adjusted accordingly. What We're Looking For Experience leading an IT support team and coaching technical employees. Someone who is comfortable being hands on and stepping in when the team needs support. Able to look at a workflow, identify bottlenecks, recommend improvements, and follow through on implementing them. Comfortable owning vendor relationships and holding vendors accountable. Strong working knowledge of IT infrastructure and cybersecurity. Able to identify recurring technical or service issues and help develop processes that prevent them from continuing. Comfortable recommending new tools, technologies, or process improvements when they would improve the Service Desk or client experience. Someone who can create consistency and accountability while continuing to develop the technical capabilities of the team. Qualifications 3+ years of experience leading or managing a help desk, service desk, or IT support team. Solid working knowledge of IT infrastructure, networking, and common business software and ticketing systems. Experience with ITGlue, Hudu, ITFlow, or similar documentation tools is a plus. Experience managing SLAs, KPIs, or similar performance metrics in a support environment. Prior B2B IT or MSP experience preferred. B.S. in Computer Science or a similar field preferred, but not required. Must be able to work in office in El Dorado Hills, CA. This is not a remote or hybrid position.

Pay:

$80,000.00 - $100,000.00 per year

Benefits:

401(k) 401(k) matching Health insurance Health savings account Life insurance Paid time off Vision insurance Application Question(s): Do you have reliable means of transportation to the office every day? In a few sentences, summarize your IT infrastructure experience. Explain a time when you identified a process that was slow or repetitive and streamlined it.

Work Location:

In person