Manager of the IT Service Desk

Description

Hybrid 3 days onsite in Anaheim, CA

Our client seeks a Manager of the IT Service Desk to lead end user computing, collaboration, and back office systems across branch, corporate, and remote locations. The role manages help desk operations, system upgrades, patching, monitoring, backups, inventories, and reporting. It ensures audit and security requirements for file systems, email, network access, and endpoint systems. The manager coordinates design and planning for desktop, server, and mobile upgrades, supports video conferencing and collaboration, and oversees critical infrastructure including Active Directory, anti-ransomware backups, Office 365, and physical asset inventory. The position leads a team of approximately 20 with support from an assistant manager, provides 24/7 escalation coverage, and coordinates with internal IT support teams and a division that manages infrastructure for other credit unions. Travel to Pasadena 1–2 times per month and occasional branch visits will be required.

This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $133,275.00 to $170,000.00/hr. w2

JN -062026-107354

Responsibilities

• Balance operational activities, strategic work, and project management across multiple concurrent initiatives.
• Lead teams for end user computing, collaboration, remote access, and back office systems including Office 365 and branch platforms.
• Monitor and manage branch systems such as CFD, Card Wizard, ITC, and check printing/scanning.
• Own troubleshooting, resolution, and communication for employee, executive, and board member issues in office and remote environments.
• Manage IT ticketing, order management, inventory tracking, system delivery, and support.
• Oversee patching for servers, desktops, laptops, printers, peripherals, and network-connected devices.
• Define file sharing, collaboration, communication, and printing solutions.
• Participate in project planning for end user computing upgrades and rollouts.
• Own storage platforms including Dell/EMC and Pure for Tier 1 application hosting, databases, and servers.
• Oversee backup jobs, monitoring, restores, and escalation for business-critical applications.
• Manage projects, upgrades, and software licensing for end user and back office systems and vendors.
• Run RFPs, cost analysis, and vendor recommendations.
• Implement ITIL-based practices to improve operations maturity and customer-centric support.
• Stay current on end user, collaboration, and back office technologies and advise on productivity tools.
• Define and approve access to information resources with HR, Information Security, and Data Owners.
• Prepare and monitor budgets, resources, recurring tasks, and report on variances.
• Train, coach, develop, and supervise staff and assistant managers.
• Escalate for timely problem resolution to ensure high availability for employee and branch systems.
• Oversee application upgrades, testing, and releases with development and production teams.
• Identify and implement efficiency improvements for collaboration and communications processes.
• Maintain system and operational documentation including diagrams, procedures, and service tools.
• Publish operational procedures on internal portals and assist with disaster recovery testing and documentation.
  
  

Experience Requirements

• Data center experience, including management exposure.
• MSP or MSO environment experience.
• Strong hands-on technical background beyond desktop support.
• Client-facing and customer support experience.
• Background in larger organizations preferred.
• Financial services or credit union experience is a plus.
• Technology: Office 365, Active Directory, endpoint systems, storage (Dell/EMC, Pure), backup services, Azure. AI and internal bot experience are a plus.
• Team leadership of approximately 20 across Tier 1–3 with assistant manager support.
• Support for internal IT and a division managing infrastructure for other credit unions.
• Shared data center responsibilities with Network and Telecom teams across Pasadena, Anaheim, and Phoenix.
• Location expectations: primary office in Anaheim, three days onsite, after-hours support and 24/7 escalations, travel to Pasadena 1–2 times per month, and occasional branch travel with mileage reimbursement.
• Interview process: virtual with hiring manager, in-person panel in Anaheim, final with senior IT leadership. Target hire by mid-July.
  
  

Education Requirements