Sr Mgr Service Desk

PACSUN•Anaheim, CA

21h•Onsite

About The Position

The 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.

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
Ability to work in open environment with fluctuating temperatures and standard lighting.
Ability to work on computer and mobile phone for multiple hours; with frequent interruptions.
Required to travel in elevator or stairwells to attend meetings and engage with associates on multiple floors throughout building.

Nice To Haves

Project management experience 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
Includes distribution Center, Corporate Office, and retail locations
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
Operate with the highest level of conduct, integrity, and confidentiality; setting the example for leaders and associates.
Develop and nurture strong cross functional partnerships; driving business results and inspiring a culture of transparency, collaboration, and accountability.
Serve as a Pacsun advocate in the industry and marketplace.
Recruit, identify, develop, and retain talent that delivers performance excellence.
As a manager, serve as a leader of company culture, norms, and conduct.
Ability to balance a strong management presence with a high level of approachability, encouraging and eliciting associate feedback and interaction.