Service Desk Lead

Partner with us in making a positive change! Join a team where your work truly matters. We're proud to have been certified as a Great Place to Work for 8 years by our own employees. We invite you to partner with us in our mission to improve mental healthcare.

Job Title:

IT Service Desk Lead Division/Program:

Long Beach Corporate Office Starting Compensation:

27.07•41.00 USD Per Hour (Additional $65 Cell phone / Internet Reimbursement Monthly)

Working Location:

Long Beach, CA /

Hybrid Working Hours/Shift:

Monday•Friday (8:00 AM•5:00 PM) Why Join Our Team?

Competitive Compensation:

Offering a salary that matches your skills and experience.

Generous Time Off:

Enjoy ample vacation and holiday pay.

Comprehensive Benefits Package:

Employer-paid medical, dental, and vision coverage. Additional voluntary benefits to support your lifestyle.

Professional Growth Opportunities:

On-the-job training with access to paid CEU opportunities. Career development programs designed to help you grow. Supervision for BBS hours for AMFT, ACSW, and APCC professionals (where applicable).

Employee Recognition & Rewards:

A culture that celebrates and rewards your hard work and dedication What you bring to SBHG (Qualifications):

Experience:

Minimum 3 years of experience in a Helpdesk Lead or similar role.

License or Certification:

ITIL Microsoft 365 Azure Infrastructure CompTIA A+ and/or Network + Other relevant industry certifications How you will make a difference (Job Overview): This position acts as a vital link between high-level service strategy and daily technical execution, providing hands-on leadership and coaching to the Service Desk team. By overseeing ticket workflows and managing escalations, the role ensures that service delivery remains seamless and that all Service Level Agreements (SLAs) are consistently met. Beyond supervision, the Lead is deeply involved in incident resolution and root cause analysis, driving a culture of accountability and continuous learning. This proactive approach ensures that the team not only resolves immediate technical hurdles but also identifies long-term solutions that enhance overall system stability and user satisfaction.

Division/Program Overview:

In addition to operational oversight, the role is responsible for the strategic maintenance of Service Desk processes and the IT Knowledge Base to foster a reliable, high-quality service environment. By collaborating closely with IT leadership, infrastructure teams, and external vendors, the Lead aligns technical support with the broader operational goals of the organization. This collaborative focus allows for the refinement of internal workflows and the implementation of process improvements that benefit both business stakeholders and end-users. Ultimately, the position upholds a gold standard of customer service, ensuring that every interaction reflects the organization's commitment to excellence and professional support.

Learn more about SBHG at:

https://www.starsinc.com/stars-inc/

For Additional Information:

Kijones@starsinc.com In accordance with California law, the grade for this position is 27.07•43.31. Placement within the grade is determined based on experience, internal equity, and other factors permitted by law. We are committed to providing a career-enhancing environment for dedicated professionals desiring to improve the lives of people living with mental health and other challenges to their well-being. SBHG currently employs approximately 1,900 people at more than 45 different sites throughout California. We serve more than 30,000 adults, children, youth and families annually throughout the state. We strongly value and are committed to having a truly diverse workforce and environment•including LGBTQ, cultural, racial, and ethnic diversity in our workforce.