Manager Service Delivery "Infrastructure Operations Service Desk Lead" (Gold River, CA)

Manager Service Delivery (Gold River, CA) Join to apply for the Manager Service Delivery (Gold River, CA) role at Gainwell Technologies 1 day ago Be among the first 25 applicants Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Summary As a Manager Service Delivery ("Infrastructure Operations Service Desk Lead") at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position. Your role in our mission Lead and manage Tier 1/2 Service Desk and Remote Maintenance teams, ensuring smooth day-to-day operations and effective incident handling in production and non-production environments. Coordinate escalations to Tier 3 and other contractors, acting as the primary escalation point for urgent and complex issues. Oversee and improve processes for incident, request, and problem management, including phone/ticket escalation workflows and documentation standards. Monitor performance and KPIs, provide trend analysis, and implement process improvements based on feedback and recurring issues. Develop and mentor staff, focusing on training, career development, and fostering collaboration across teams and contractors. What We're Looking For Service Desk/Help Desk Experience: Minimum 2 years within the past 5 years, including support for environments with 2,500+ end users. ServiceNow Expertise: At least 2 years of experience with ServiceNow platform and tools within the past 5 years. ITIL Certification: Must hold and maintain a current ITIL 4 certificate for the duration of employment (proof required). Education: Bachelor’s degree required. Client Approval & References: Position requires end-client approval and two references to verify qualifications and performance. What You Should Expect In This Role This is a full-time (8) hours per day, permanent regular salaried (W-2) employee position in the Sacramento metro area. It is required for this position to be in office 4 days per week and work remotely from home in California 1 day per week. Health (medical, dental, vision) benefits start on day 1 of employment. Company match 401K and other benefits available within months of starting. New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date. Company provided computer for work use. Video cameras must be used during all interviews, as well as during the initial week of orientation if hired. Must be in the greater Sacramento Metropolitan area to be considered for this position. This position will remain posted until January 26, 2026 to take applications. The pay range for this position is $97,600.00 - $139,400.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. #J-18808-Ljbffr Gainwell Technologies