Sr Mgr Service Desk

Pacsun Careers•Anaheim, CA

14h•Onsite

About The Position

Senior Service Desk Manager will be responsible for managing the in-house service desk, including those in remote facilities. This role involves administering hourly employees, planning and maintaining staff through holidays and PTO, and project management for in-house equipment and software rollouts. The manager will assure trouble tickets are maintained within ServiceNow, report on ticket levels and resolutions, order equipment, and maintain online portal administration of some services. A day in the life includes managing projects, developing project plans, working with vendors and other teams, understanding the project life cycle, maintaining and supporting ServiceNow, monitoring tickets and resolution times, modifying and removing user accounts, performing daily administration tasks related to the service desk, supporting yearly financial and security audits, supporting and maintaining ongoing schedules and time off for team members, planning holiday schedules, supporting for extended hours scheduling, being responsible for department hiring, and supporting afterhours activities. Some support may be needed afterhours. This role provides first-level technical support for Distribution Centers, Corporate Offices, and retail locations, including basic Store WAN connectivity, basic Wireless connectivity, and basic hardware and software support. The manager works closely with extended teams including Security, Tier 2 and 3 support, Audit, Network Engineering, and Software Development teams. Responsibilities also include maintaining accurate and current documentation of all procedures performed and creating reports as needed, and providing level one support for the Support Services, Desktop Services, and Store Services Groups to resolve client issues in a timely manner.

Requirements

Knowledge of enterprise computing and software in an Active Directory environment, with minimum 3 years of practical technology experience
Working knowledge of enterprise policies and procedures with a minimum of 3 years hands-on experience
Strong troubleshooting, interpersonal, verbal and written communication skills
Appropriate temperament and knowledge to assist with on-call user support
Prior experience with ServiceNow

Nice To Haves

Project management experience preferred
Bachelor’s degree in a related discipline preferred
Experience managing multiple vendors to accomplish project objectives a plus
Retail experience preferred

Responsibilities

Manage projects as required
Develop project plans
Work with vendors as necessary
Work with other teams as required
Understand the project life cycle
Maintain and support ServiceNow
Monitor tickets and resolution times
Modify and remove user accounts
Maintain ServiceNow changes of the platform
Perform daily administration tasks related to the service desk
Support yearly financial and security audits
Support and maintain ongoing schedules and time off for team members
Plan holiday schedules
Support for extended hours scheduling
Responsible for department hiring
Support for afterhours activities
Provide first level technical support
Basic Store WAN connectivity
Basic Wireless connectivity
Basic hardware and software support
Works closely with extended teams Including Security team Tier 2 and 3 support teams Audit teams Network engineering teams Software development teams
Maintain accurate and current documentation of all procedures performed and create reports as needed
Provide level one support for the Support Services, Desktop Services and Store Services Groups in order to resolve client issues in a timely manner