Service Desk Manager

Mechanics Bank•Irvine, CA

1d•Onsite

About The Position

Mechanics Bank is currently searching for a Service Desk Manager to join our team. This role will be working on-site in Irvine, California. Responsible for day-to-day management of, and the development for the strategic direction of, IT Service Desk operations. Directly facilitates, engages, schedules, and monitors the Service Desk Technicians and their daily duties. Management duties encompass the overseeing of direct contact center operations, Change Management operations, IT Incident Management operations, and IT Problem Management operations.

Requirements

7 years minimum technical experience required.
3 years minimum leadership experience required.
Excellent verbal and written communication skills.
Must be able to communicate with all levels of internal customers, support personnel, senior management, and vendor/partners.
Technical acumen.
Ability to exercise good judgment.
Demonstrates effective active listening skills.
Demonstrates strong organizational skills and the ability to coordinate multiple simultaneous activities.
Ability to work independently and coordinate effective teams.
Ability to analyze and sort multiple variables and facts while deriving logical conclusions.

Nice To Haves

4 Year Bachelor's Degree preferred. Additional experience may be considered in lieu of degree.

Responsibilities

Daily management of operational performance for all IT Service Desk functions and responsibilities.
Perform oversite of scheduling and adherence for IT Service Desk Technicians as related to availability and utilization.
Develop and provide relevant reporting of performance metrics as related to existing policies, procedures, and practices.
Communicates with leadership to coordinate and establish planned deliverables and goals.
Provide adherence and processing to all HR/Workday tasks (e.g. Timecard, Absences, Performance Reviews, etc.).
Develop a responsive and effective technical support team through the use of telephony, knowledge, and technical acumen; which provides quality solutions for trends and issues reported by the user community.
Develop departmental processes and procedures that will meet or exceed defined Service Levels.
Develop personnel in their career growth to the betterment of the Bank.
Perform any additional duties and meet any additional goals as provided by management.

Benefits

Medical, prescription, dental, and vision coverage for employees and their eligible family members
Employer paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits
Health Savings Account with employer contribution
Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit
401(k) and Roth 401(k) with company contribution
529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program
Supplemental Health plans, Voluntary Legal and Identity Theft Services
11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year
Free personal checking and savings account
Discounted rates on primary residence loan with $0 origination fees (restrictions apply)