Information Technology Service Desk Manager - San Jose, CA

Job Title: · IT Service Desk Manager (Principal) · Report To: · IT Director · Location · : Onsite · About QS: · QuantumScape (NASDAQ: QS) is on a mission to revolutionize energy storage to enable a sustainable future. The company's next-generation solid-state lithium-metal batter ...

Job description

Job Title:
IT Service Desk Manager (Principal)

Report To:
IT Director

Location
: Onsite

About QS:
QuantumScape (NASDAQ: QS) is on a mission to revolutionize energy storage to enable a sustainable future. The company's next-generation solid-state lithium-metal battery technology is designed to enable greater energy density, faster charging and enhanced safety to support the transition away from legacy energy sources toward a lower carbon future.

About the team
: The Enterprise IT team is a high-performing group of engineers, analysts, and technologists who enable and secure the digital backbone of our organization. From infrastructure to information security to business systems, the group ensures seamless integration of our cutting-edge technologies across manufacturing, R&D, and corporate departments.

We take pride in our:

• Strategic foresight: anticipating future needs and aligning technology with business goals.
• Operational excellence: delivering reliable, scalable, and secure IT product and services that empower every team.
• Collaborative mindset: partnering across departments to drive innovation and support QuantumScape's mission.

The Opportunity:

We are seeking a highly analytical, service-obsessed, and operationally disciplined IT Service Desk Manager to lead and elevate the end-user support experience across the company. This role is about stewardship of the user experience and shaping how IT is perceived across the enterprise.

Core Mission of This Role:

• Transform the Service Desk into a high-performing, user-centric organization that:
• Delights users
• Resolves issues efficiently and permanently
• Builds trust and credibility
• Elevates IT's reputation as a strategic enabler

Key Responsibilities:

Service Desk Leadership & Stewardship

• Own the end-to-end Service Desk function
• Establish service standards and behavioral expectations
• Build a culture of professionalism, empathy, and accountability
• Ensure every interaction reflects technical excellence and clarity

User Experience & IT Perception

• Design service models focused on user delight, not just ticket closure
• Measure satisfaction through surveys and feedback loops
• Proactively reduce recurring pain points

Data-Driven Service Management & Root Cause Elimination

• Analyze ticket data, trends, and SLA performance
• Identify patterns and systemic weaknesses
• Lead structured Root Cause Analysis for major incidents
• Implement permanent corrective actions

Operational Excellence & Process Maturity

• Design and improve ITIL-aligned processes
• Standardize intake, prioritization, and escalation models
• Develop SOPs and knowledge management practices

Hands-On Technical Leadership

• Administer multiple IT systems, including Active Directory, Entra ID, Intune, Exchange, and SharePoint
• Support Windows and macOS endpoints
• Troubleshoot complex enterprise issues

Cross-Functional Partnership

• Collaborate with Infrastructure, Security, Business Systems, and Manufacturing IT
• Support lab and manufacturing environments

What Success Looks Like

• High SLA compliance and reduced MTTR
• Reduced repeat incidents and backlog aging
• Improved user satisfaction scores
• Strong positive perception of IT across the enterprise

Skills You'll Need:

• Bachelor's degree & 10+ years of progressive IT experience with strong hands-on foundation
• 3+ years leading Service Desk personnel or IT Service Delivery teams
• Strong analytical and data interpretation skills
• Experience with ITSM platforms such as ManageEngine or Jira
• Excellent communication and stakeholder management skills
• Demonstrated ability to design and operate effective IT service management processes
• Experience leading cross‑functional initiatives and communicating clearly with technical and non‑technical stakeholders
• Bachelor's degree in a technology‑related field or equivalent experience
• Experience supporting manufacturing, R&D, or lab environments

Nice to have:

• Experience with cloud platforms (Azure, Google Cloud) and SaaS application management
• Working knowledge of networking fundamentals (DNS, DHCP, VPN, Wi‑Fi, TCP/IP)
• Scripting and automation experience (PowerShell, Python)
• Familiarity with Generative AI tools (Copilot, Gemini, etc.)
• Relevant certifications (ITIL, HDI, Microsoft 365, or similar)

Physical requirements:

• Ability to sit or stand for extended periods.
• Occasional lifting of up to 25 lbs.

ONSITE:

This position is required to work onsite 5 days per week to meet the minimum essential duties and requirements of this position. As an on-site R&D and manufacturing operations organization, in-person face to face interaction is essential to building authentic relationships, trust, teamwork, and collaboration.

Compensation & Benefits:

Expected salary range for this role is from $127,000 to $193,700, and a final salary will be determined by the candidate's experience and educational background. QuantumScape also offers an annual bonus and a generous RSU/Equity package as part of its compensation plan. In addition, we do offer a tremendous benefits plan including employee paid health care, Employee Stock Purchase Plan (ESPP), and other benefits.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive benefits and privileges of employment. Please contact us to request a accommodation.