IT Service Desk Manager (Anaheim, CA)

Wescom Credit Union•Anaheim, CA

3d•$133,275 - $206,623•Hybrid

About The Position

This position will coordinate and manage all team member and back office systems for Wescom’s branch, corporate and remote locations. The Manager of the IT Service Desk will manage Wescom’s Help Desk, branch and back office systems environments and departments to ensure that all technology needs are met for our employees to serve our members. This includes the management of all system upgrades, patching, monitoring, backups, software and hardware inventories and reporting across the enterprise. This person will ensure that all audit and security requirements related to employee file systems, email, network access and end point systems, including mobile devices, are maintained in a compliant and secure manner. This position will require core competencies in project management, employee and board member customer relationship management, back-office system design, and overall responsibility for all Wescom’s IT Service Desk needs. This position will also provide design and planning coordination for desktop, server and mobile end user system upgrades, Wescom video conference and collaboration needs, strategic project support and management of critical infrastructure including Active Directory, anti-ransomware system backups, Office365 and physical asset inventory.

Requirements

Bachelor’s Degree in Business Administration, Computer Science, or equivalent experience, and management skills level that would facilitate management of a highly technical, multi-functional and detailed area of responsibility.
Prior experience in managing people, training, and project management skills required.
Practice clear, candid and open communication
Create a climate of trust
Give feedback and expect to receive feedback
Sees big picture and never loses sight
Proficient in Windows and Microsoft applications; strong systems and application troubleshooting oversight, knowledge of systems and security administration, proficient in workflow analysis, project management, records management, effective communication skills, both written and oral, strong collaboration skills, and excellent presentation skills.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
Ability to compute rates, ratios and percentages.

Nice To Haves

MCSE – Microsoft Certified System Engineer
HDI – Help Desk Institute Certifications
Knowledge of capture, image management and storage media a plus.

Responsibilities

Undertake practical and strategic activities; a fluid balance between operational activities, strategic work, and project management.
Managing multiple projects simultaneously – would include direct department projects or projects outside immediate area of responsibilities.
Leads teams responsible for end user computing, collaboration and remote access in addition to back office systems such as O365 and branch systems.
Monitors and manages branch team member systems including CFD, Card Wizard, ITC and check printing/scanning systems.
Takes complete ownership of teams and activities responsible for troubleshooting, resolving and communicating the impact of individual employee, executive and board members in office and remote environments.
Responsible for management of the IT ticketing system, order management, inventory tracking, system delivery and system support.
Manages overall system patching process for back end servers, desktops, laptops, printers and associated peripherals, devices and network connected equipment.
Responsible for defining employee department file sharing, collaboration, communication and printing solutions.
Attends project planning meetings and provides support for future and ongoing projects related to end user computing upgrades and rollouts
Responsible for main storage systems and platforms in use across Wescom, including Dell/EMC and PURE for Tier 1 application hosting, databases and servers across the enterprise
Oversees back office server and end user backup jobs, processes and monitoring/restores for business critical applications.
Responsible for reporting and escalating system backup failures or issues to Sr. IT leadership.
Manages projects, upgrades and software licensing for end user and back office systems and vendors.
Manages the RFP process, cost analysis, and vendor recommendation for branch, back office and end user computing systems and software.
Implements applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) v3 to improve IT operations maturity level and move to a more customer-centric support focus for all IT services.
Stays appraised of end user, collaboration and back office computing technologies.
Acts as technical advisor for leveraging end user and back office software and productivity tools to support the business.
Defines and approves appropriate access to information resources, systems and data sources in conjunctions with HR, Information Security and Data System Owners.
Prepares and monitors budgets, resources and recurring processing tasks, reporting on budget and uptime variances that are affecting the department or company.
Ensures staff and assistant managers are trained, coached, counseled, developed and supervised in effective and efficient manner.
Makes decisions on escalation for timely problem resolution and ensure high system availability for employee, back office and branch systems.
Oversight of application upgrades, testing and new releases in coordination with application development and production systems team which may impact team members.
Seeks out opportunities and works with business partners to implement plans for efficiency improvements across organization involving collaborations or communications’ processes.
Maintains system and operational procedure documentation such as network drawings, spreadsheets, policy and procedures, system application and services management tools.
Publishes specific operational procedures and tools on Wesnet and assists with disaster recovery testing and documentation.

Benefits

Remote and hybrid work options
Work/life balance (i.e., two mental health days, flex scheduling, alternative work schedules)
$1,000 Employee Referral Bonus Program
Benefits for full-time and part-time team members
Paid time off: Vacation, floating holidays (full-time only), sick, 2 mental health day, 10 bereavement days, and 10 observed holidays, including Juneteenth
Comprehensive medical, dental, and vision plan coverage, including EAP+ Work/Life Program
Adoption and surrogacy assistance
401(k) Plan with employer matching
Generous educational programs: Education reimbursement, student loan repayment plan, college grant for eligible children
Wellness Program: Increase health, happiness, and productivity, ability to earn rewards by participating in Healthy YOU, two onsite fitness centers, gym membership discounts for LA Fitness
Transit subsidy reimbursement for public transportation
Fun Express and Tickets at Work: Discounts at entertainment venues in California and beyond
Wescom University Department dedicated to providing learning and development opportunities to team members
Leadership/Emerging Leadership Programs for aspiring leaders
Discounted rates on loan products for team members