Manager, Service Desk at Wish

| San Francisco
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Company Description

Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market.

We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you’ve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.

Job Description

Our Wish Information Technology Services (WITS) team is looking for an IT Service Desk Manager to oversee the entire Service Desk staff and ensure a consistent and efficient end-user experience. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of personnel changes (employee onboarding and offboarding) and being first-line support for technical requests. The IT Service Desk Manager will also contribute to escalated problem resolution by giving hands-on support to end users when necessary.

Primary Responsibilities

  • Manage a team of support engineers who provide frontline support to 1000+ employees

  • Collaborate with peer IT teams and help to continuously improve end user productivity

  • Analyze incoming tickets, oversee team queues, and ensure service is meeting internal SLAs

  • Develop, measure, and report trends to ensure the team is operating at a high level and meeting or exceeding goals

  • Manage end user device operations: laptops, desktops, mobile devices, conference rooms/AV

  • Research and drive technologies to continuously improve the Service Desk

  • Continually seek opportunities to increase customer satisfaction and strengthen client relationships at all levels of the organization

  • Interface with Sr. Management on business requirements/goals and translate them into technical specifications with solution proposals

  • Plan and establish priorities and manage resource allocation

  • Encourage the growth and professional development of service desk staff

  • Act as escalation point for complex and urgent issues

  • Manage Operational budget and related purchasing tasks of hardware and software.

  • Lead content development and curation of the IT knowledge base


  • College diploma or university degree in the field of Computer Science, Information Technology, and/or 5+ years equivalent work experience.
  • 2+ years of supervisory experience with a strong customer service background preferred

  • Solid relationship management and performance management skills.

  • Ability to motivate and direct staff members and subordinates.

  • Detail oriented and with excellent verbal and written communication skills

  • Focus on time management and organization skills while multitasking

  • Ability to demonstrate consistent follow-through on assigned tasks and projects

  • A desire to interact with end-users on a daily basis as the frontline of the IT department

  • Able to lift 50 lbs

Preferred Qualifications

  • Expert at troubleshooting hardware and software issues on Windows, Mac, and Linux.

  • Knowledge in networking (LAN and VPN) and systems (Windows Server and UEM) administration.

  • Experience with managing users in Google Workspace, Okta, and Active Directory.

  • Familiarity with the advanced principles of ITIL.

  • Proven track record of developing and providing SLAs and Service Desk deliverables.

  • Demonstrated progressive experience in the management of a technical support team. 

Additional Information

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Individuals applying for positions at Wish, including California residents, can see our privacy policy here.

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Technology we use

  • Engineering
    • AWS (Amazon Web Services)Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • RedisDatabases


Our San Francisco office is located in the Citigroup Center with direct access to BART and surrounded by amazing restaurants and coffee shops.

An Insider's view of Wish

How do you collaborate with other teams in the company?

We do a lot of cross-functional work with other teams to create promotions, campaigns, articles, social media content, videos, and more. We also provide regional insights to stakeholders and exchange ideas to help grow each market. I love looking back and seeing how much my role has evolved since I started working at Wish!


Localization Manager, Spanish

How has your career grown since starting at the company?

My goal coming out of university was to learn how to scale the infrastructure of a growing company. Larger tech companies have mostly solved these scalability problems and Wish gave me the opportunity to solve tough problems hands on. Wish is now handling 100x the traffic since I joined and I'm still learning new things everyday.


Manager, Software Engineering

What's the biggest problem your team is solving?

My role as a Brand Protection specialist at Wish revolves around reviewing and actioning on merchants that infringe on our Intellectual Property policy. My work will hopefully create a fair and trustworthy platform for both our users and merchants.


Brand Protection Specialist

What are Wish Perks + Benefits

Wish Benefits Overview

Here at Wish, one of our top priorities is to maintain the health and well-being of our employees and their families. To achieve this goal, Wish covers 100% of insurance premiums for full-time employees and their dependents. And that's not all! In addition to our amazing benefits, we proudly offer many perks like fitness reimbursement, flexible work hours, generous paid time off, Wish cash, an ESPP program and many more...

Partners with Nonprofits
Wish proudly partners with Black Girls Code, University of Waterloo WiCS and Women Who Code through volunteering and hosting events.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Unconscious bias training
Coming soon!
Diversity manifesto
Diversity Employee Resource Groups
Our Wish Employee Resource Groups, or WERGs as we call them, are employee-led organizations that help build awareness, educate and drive inclusivity.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wish covers 100% of medical, dental & vision monthly premium costs for employees and their dependents.
Life Insurance
Pet Insurance
Wellness Programs
Wish offers a fitness allowance.
Mental Health Benefits
Employee Assistance Plan - Up to 5 in-person visits with a trained professional, per issue. Additional online benefits include legal, financial, childcare, and parental leave resources.
Retirement & Stock Options Benefits
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Breakfast pastries.
Fitness Subsidies
Wish offers a fitness allowance.
Home Office Stipend for Remote Employees
New! All full time employees are eligible to receive a monthly work from home stipend.
Professional Development Benefits
Job Training & Conferences
Wish offers "Wish for Leaders" management training program as well as other Learning & Development workshops.
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Wish offers up to $500 per year for job related professional development activities.
Customized development tracks

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