Gainwell Technologies · 2 weeks ago
Manager Service Delivery "Infrastructure Operations Service Desk Lead" (Gold River, CA)
Rancho Cordova, CA
Full-time
Hybrid
Mid, Senior Level
$98K/yr - $139K/yr
2+ years expGainwell Technologies is a company that values contributions and promotes career development. As a Manager Service Delivery, you will oversee a team to ensure exceptional IT support services, driving operational excellence across Tier 1 and Tier 2 support functions.
Health CareInformation Technology
Responsibilities
Lead and manage Tier 1 and 2 Service Desk and Remote Maintenance teams, ensuring smooth day-to-day operations and timely response to incidents in production and non-production environments
Serve as the first point of escalation for issues by monitoring reports from analysts and promptly communicating critical information to incident management teams to facilitate resolution
Oversee and improve processes specific to the Service Desk, including ticket handling, documentation standards, and customer service best practices
Monitor team performance and KPIs, analyze trends, and implement improvements based on feedback and recurring issues
Develop and mentor staff, focusing on training, career development, and fostering a collaborative, customer-focused culture
Qualification
Required
Proven ability to lead teams of 20+ in a help desk, service desk, or contact center environment
Minimum 2 years within the past 5 years of Service Desk/Help Desk Experience, including support for environments with 2,500+ end users
At least 2 years of experience with ServiceNow platform and tools within the past 5 years
Must hold and maintain a current ITIL 4 certificate for the duration of employment (proof required)
Bachelor's degree required
Position requires end-client approval and two references to verify qualifications and performance
Benefits
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.
Company provided computer for work use.
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.
Company
Gainwell Technologies
Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital.
10001+ employees
H1B Sponsorship
Gainwell Technologies 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 (90)
2024 (78)
2023 (56)
2022 (96)
2021 (33)
Funding
Current Stage
Late StageTotal Funding
$1M2023-06-06Grant· $1M
Leadership Team
Paul N. Saleh
President and Chief Executive Officer
Gary Call
Chief Medical Officer
Recent News
bloomberglaw.com
2025-12-12
GlobeNewswire
2025-12-11
Company data provided by crunchbase