Senior Service Desk Manager

At Bloom Energy, our vision for a world powered by clean, reliable, and affordable energy is more than just a dream—we’re making it reality.

For over two decades, we’ve been at the forefront of the global energy transition, pioneering solutions that empower critical industries to thrive in a rapidly digitizing, energy-intensive world. From revolutionizing power for AI-driven data centers to ensuring resilience for hospitals, electric grids, manufacturing facilities, and utilities, our solid oxide fuel cell (SOFC) and solid oxide electrolyzer (SOEC) technologies are redefining what’s possible by delivering energy abundance for all. With more than 30,000 fuel cell modules deployed worldwide, we are the trusted partner for Fortune 100 companies and innovators alike. Our cutting-edge solutions enable unparalleled “time-to-power” capabilities, reliability, and sustainability, ensuring our customers remain ahead in a world where soaring energy demand and intensifying energy scarcity are rapidly becoming the new norm.

At Bloom, we thrive on collaboration, bold thinking, and relentless innovation. We believe that, together, we can create a brighter, more sustainable future while tackling the most pressing challenges of the 21st century.

We are looking for an IT Senior Service Desk Manager to join our team in one of today’s most exciting technologies. This role will report to the Chief Security Officer and be based in San Jose, CA. This is a fully on-site, in office role 5 days a week

In this role you will be responsible for IT service management, end-user support, and operational leadership. You will demonstrate a proven ability to lead service desk operations, deliver exceptional customer experiences, and drive continuous improvement across IT service delivery. The role requires a balance of strategic leadership, process optimization, and deep technical understanding of ITIL-based service management.

Key Responsibilities:

Strategic & Operational Leadership

• 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.

Service Management & Delivery

• 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).

Executive IT Support

• 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.

Continuous Improvement & Customer Experience

• 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.

Leadership & Mentoring

• 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.

Qualifications & Experience:

• Education: Bachelor’s or master’s degree in information technology, Computer Science, or related field.
• Experience: At least 10 years of progressive experience in IT service management, with at least 7 years in leadership or managerial roles.
• Certifications (Preferred):
  • ITIL v4 Managing Professional or Expert
  • PMP or PRINCE2 (desirable)
• Technical Expertise:
  • ITSM Platforms: Jira service management,
  • Strong understanding of Windows, macOS, and Linux operating systems.
  • Expertise in managing Active Directory, Group Policy,