Service Desk Manager

Northgate Markets

Our first store opened on January 2nd, 1980 in Anaheim CA and since then we have grown to 40 stores in three counties: Los Angeles, Orange and San Diego. We offer our customers a full service supermarket with a large meat department, bakery, tortilleria and prepared foods in addition to a sizeable section of domestic and imported Latin American grocery goods to provide a Mexican homeland experience.


JOB SUMMARY: Individual will ensure an efficient operation of the company’s network, client servers, databases and equipment and will collaborate with the IT management staff and decision makers in other departments in order to identify, recommend, develop, implement and support cost-effective technology. They will oversee employees and process all incidences which occur at Northgate Markets. Individual just be Bilingual English/Spanish (read, write, speak).


The essential duties and responsibilities of this position include, but are not limited to, the following:

  • Manage the Service Desk Team according to industry best practices.
  • Build rapport and effective working relationships with store management, operations and administrative departments; develop roles, responsibility assignments for the Service Desk team.
  • Build a qualified Service Desk team through innovative hiring and training techniques; implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs.
  • Guide employees and oversee their work to ensure compliance with corporate policies and procedures, ethical practices, and the guidelines of government and accrediting organizations.
  • Develop a customer care philosophy that ensures customer satisfaction.
  • Develop and maintain formal procedures for consistency and increased productivity.
  • Market the image of the Service Desk as a support group showcase that advances the IT vision.
  • Create a service oriented culture that maximizes organizational effectiveness.
  • Be the key liaison between Information Technology, Buying, Accounting, Warehouse and the Operations departments on all service related issues.
  • May serve on special project teams to provide professional insight and assistance on service related programs.
  • Create and maintain support processes with reliable, and highly-available technology infrastructure within the limits of budget.
  • Maintain a long-term, big picture view; foresee obstacles and opportunities from a technology systems perspective; generate breakthrough ideas; obtain buy-in, and execute in a timely and cost effective manner with a lean number of resources.
  • Ensure that production systems remain synchronized across all company locations.
  • Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.
  • Analyze Service Desk performance through various statistical and reporting methods.
  • Maintain the health and availability of the company’s databases on a proactive basis.
  • Prepare and manage annual Service Desk budget and prepare quarterly forecasts.
  • Choose appropriate technology and other resources to maximize service desk effectiveness.
  • Direct response activities and ensure continuous flow of information to all employees during production-affecting incidents.
  • Perform regular system capacity planning to ensure that company infrastructure is adequate to handle the requirements of near-term growth, and is aligned with long-term plans.
  • Maintain high standards in legal compliance, security, and IT governance.
  • Perform any other work-related duties as assigned.



  • Bachelor’s degree in Business Management, information technology or related field required; or equivalent combination of education and experience.
  • Minimum five years of multi-disciplined IT experience with at least one year of management experience.


  • ITIL Practitioner

Skills Required

  • Must be bilingual (English and Spanish) and possess the ability to understand, speak, translate, read and write in both languages; must possess strong interpersonal and communication skills with proven ability to communicate at an executive and business user level.
  • Must possess strong critical thinking skills.
  • Must possess excellent organization and planning skills.
  • Ability to lead teams, get buy-in on a common vision and achieve results with limited resources.
  • Must possess demonstrated experience with obtaining excellent results (meeting SLA’s, project dates, benefits, budget management, etc.).
  • Must be a high-energy manager able to delegate and mentor effectively, and roll up their sleeves as needed to achieve results and/or demonstrate effective behavior.
  • Must be comfortable in a fast-paced environment, working across multiple projects simultaneously.
  • Be able to pass a standard drug test and qualify as being drug free under the legal and medical guidelines permitted by the Drug Free Workplace Act of 1988.

Physical Demands and Work Conditions

The physical demands and work conditions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Some requirements may be modified to accommodate individuals with disabilities:

  • While performing the duties of this job, the employee is regularly required to sit, stand, and use the hands to handle, finger, or feel objects, tools or controls.
  • The employee must occasionally exert or lift up to 20 pounds carrying boxes of records and forms and frequently exert or lift moderate amounts of weight.
  • Successful performance requires vision abilities that include close vision and the ability to adjust focus.
  • The job requires the ability to travel.
  • The employee must be able to adapt to a fast-growth/rapid change-oriented environment.
  • The employee must sometimes work evenings, weekends and holidays (at times with little advanced notice) and must be on-call 24/7.
  • Be able to pass a standard drug test and qualify as being drug free under the legal and medical guidelines permitted by the Drug Free Workplace Act of 1988.


The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The Employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business or the work environment change.

Keywords: Manager Customer Support, Help Desk Manager, IT Help Desk Manager