Senior Service Desk Manager jobs in United States
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Bloom Energy · 1 day ago

Senior Service Desk Manager

positionSan Jose, CA
timeFull-time
remoteOnsite
senioritySenior Level, Lead/Staff
money$176K/yr - $252K/yr
date10+ years exp

Bloom Energy is at the forefront of the global energy transition, pioneering solutions for critical industries. The Senior Service Desk Manager will oversee IT service management and end-user support, demonstrating leadership in service desk operations and continuous improvement in IT service delivery.

CleanTechEnergyFuel CellOil and GasWind Energy
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H1B Sponsor Likelynote

Responsibilities

Lead the IT Service Desk function, ensuring consistent delivery of high-quality IT support across multiple regions and time zones
Define and execute the service desk strategy aligned with business goals and IT service management best practices
Manage staffing, capacity planning, and skill development for service desk teams
Establish clear performance metrics (SLAs, KPIs) and ensure compliance with organizational standards
Oversee all incident, request, and problem management processes to ensure efficient service restoration and request fulfilment
Develop and maintain ITIL-aligned processes, policies, and documentation
Collaborate with infrastructure, applications, and security teams to ensure seamless support escalation and resolution
Ensure effective use of ITSM tools (e.g., BMC Remedy, Jira Service Management)
Act as the primary point of contact for all IT support needs for executives and VIPs, providing immediate, high-priority assistance to minimize downtime
Point person for all executive escalations including board room A/V technology
Drive a culture of continuous improvement through process automation, self-service adoption, and root cause analysis
Analyze service trends and user feedback to identify opportunities for service enhancement
Develop and maintain a robust knowledge management system to improve first-call resolution rates
Promote user satisfaction through transparent communication, proactive updates, and service excellence initiatives
Mentor and develop service desk leads and analysts to build a high-performing, customer-focused team
Foster a collaborative, inclusive, and accountable work environment
Partner with business stakeholders and IT leadership to align service delivery with organizational priorities

Qualification

ITIL v4 Managing ProfessionalIT service managementJira Service ManagementActive DirectoryPMPPRINCE2Windows operating systemMacOS operating systemLinux operating systemAnalytical mindsetCustomer satisfactionLeadershipCommunication

Required

Bachelor's or master's degree in information technology, Computer Science, or related field
At least 10 years of progressive experience in IT service management, with at least 7 years in leadership or managerial roles
ITSM Platforms: Jira service management
Strong understanding of Windows, macOS, and Linux operating systems
Expertise in managing Active Directory, Group Policy, Exchange/Outlook, Microsoft 365, and Intune and JAMF environments
Experience in AV Technology (Zoom, MS Team, Cisco Webinar, Avaya)
Strong leadership and people management abilities
Excellent communication and stakeholder engagement skills
Analytical mindset with data-driven decision-making capability
Proven ability to handle high-pressure situations and prioritize effectively
Commitment to customer satisfaction and service excellence

Preferred

ITIL v4 Managing Professional or Expert
PMP or PRINCE2 (desirable)

Company

Bloom Energy

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Bloom Energy offers on-site power generation systems that can use a wide variety of inputs to generate electricity.
dateFounded in 2001
location
Sunnyvale, California, USA
people-size1001-5000 employees
web-link
http://www.bloomenergy.com

H1B Sponsorship

Bloom Energy has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (38)
2024 (21)
2023 (37)
2022 (33)
2021 (22)
2020 (29)

Funding

Current Stage
Public Company
Total Funding
$5.37B
Key Investors
Wells FargoE.ONApex Venture Partners
2025-12-19Post Ipo Debt· $600M
2025-10-30Post Ipo Debt· $2.5B
2025-07-10Post Ipo Equity· $27.75M

Leadership Team

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Dan Middleton
Senior Vice President, Americas
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Shawn Soderberg
Executive Vice President, Chief Legal Officer and Corporate Secretary
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Recent News

The Motley Fool
Bloom Energy vs. Plug Power: Which One Will Dominate the Next Decade?
2026-01-07
Benzinga.com
FTAI, Micron, And Bloom Energy Are Among the Top 10 Large-Cap Gainers Last Week (Dec. 29-Jan. 2): Are the Others in Your Portfolio?
2026-01-04
The Motley Fool
Better Energy Stock to Own in 2026: Bloom Energy or Oklo?
2026-01-03
Company data provided by crunchbase