Senior Manager HDS

Job Description Job Description Culturetech Solutions is a boutique services company with a people-first approach has partnered with Axelliant to present this opportunity to you. Our commitment to building lasting relationships, delivering consistent results, and employing sound management practices has made us a trusted partner for our valued clients. As seasoned tech professionals with an entrepreneurial spirit and a strong emphasis on teamwork, we pride ourselves on fostering collaboration both internally and externally. We view challenges and obstacles as opportunities to prove ourselves to our clients and exceed expectation every time. Our mission is to seamlessly integrate you into the organizational culture of our top clients, ensuring mutual success. Thank you for your interest in Culturetech Solutions—we look forward to the opportunity to work with you!

Role Title:

Help Desk Manager Role Duration:

Contract to

Hire Role Location:

(South San Francisco)

Role Type:

Onsite Role Target Start Date:

Immediate The Senior Manager provides hands-on leadership for day-to-day IT support operations, ensuring consistent, high-quality service across approximately 2 offices in California and our Europe sites. This role coordinates service desk activities such as ticket management, escalations, and technician oversight while reinforcing standardized processes and service levels. The Senior Manager actively supports escalations, guides the support team, and exercises independent judgment to prioritize work, resolve issues, and improve overall service quality and operational stability

PRIMARY RESPONSIBILITIES

Lead daily service desk operations, including assigning and prioritizing tickets, managing workload distribution, and ensuring timely resolution. Provide guidance, coaching, and oversight to service desk technicians, reinforcing expectations for service quality, responsiveness, and professionalism. Act as the primary escalation point for complex or high-impact issues. Troubleshoot and resolve advanced technical problems across end-user systems, applications, and workplace technology platforms. Ensure adherence to defined service levels (SLAs) for response and resolution times. Monitor ticket queues, identify bottlenecks, and take corrective action to maintain consistent service delivery. Execute and reinforce IT service management processes (incident, request, and change management). Identify gaps or inefficiencies and contribute to improvements in workflows, documentation, and tooling. Oversee and support onboarding and offboarding processes, ensuring timely and accurate provisioning/deprovisioning of accounts, devices, and access in coordination with HR and other stakeholders. Monitor key service desk metrics (ticket volume, backlog, response/resolution times) and provide visibility into team performance. Escalate risks or trends impacting service quality. Work closely with HR, Facilities, and other departments to support employee experience, office operations, and workplace technology needs.

QUALIFICATIONS AND SKILLS

Bachelor's degree or equivalent experience 5-7+ years of experience in service desk management roles Demonstrated experience acting as a senior or lead , including mentoring or guiding other team members Strong hands-on troubleshooting experience across end-user systems, devices, and workplace technologies Verifiable experience working within ITSM frameworks required (ITIL preferred) Strong experience with service desk or ITSM tools (e.g., Freshservice or similar) and adherence / improvement of standardization metrics, dashboards creation and broad understanding of service delivery management principles Experience supporting employee onboarding/offboarding processes in a multi-site environment Strong experience supporting cloud-based workplace platforms (identity/access, email, collaboration tools, endpoint management) Formal supervisory experience required Expertise improving service desk processes in a growing environment Preferred Certifications Microsoft 365 Enterprise Administrator (MS-102) ITIL Foundation or higher ITSM Certification

EXPERIENCE & TRAINING

Bachelor's degree in computer science, information systems, or related field; or equivalent combination of education and experience. Relevant certifications preferred (e.g. ,ITSM, CCNA, Microsoft, ITIL Foundation).

Benefits:

Medical, Dental, Vision Plans Offered PTO, Sick Plus Healthcare Stipend 401k Company sponsored

LTD/STD, Life Insurance Physical Demands:

Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 20 pounds with accommodations.

Work Conditions:

Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment. Travel to other client locations and sites may be required infrequently. CTS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Company Description Culturetech Solutions is a people-oriented boutique information technology services company. Long term relationships, consistent performance and sound management practices make us a favorite "go-to" company with our valued clients. We are veteran tech savvy individuals with entrepreneurial spirit and team values. We are collaborators internally and externally whose primary goal is to integrate you into the organizational culture of our top clients. We look forward to the opportunity to work with you and thank you for your interest. Company Description Culturetech Solutions is a people-oriented boutique information technology services company. Long term relationships, consistent performance and sound management practices make us a favorite "go-to" company with our valued clients. We are veteran tech savvy individuals with entrepreneurial spirit and team values. We are collaborators internally and externally whose primary goal is to integrate you into the organizational culture of our top clients. We look forward to the opportunity to work with you and thank you for your interest.