Manager, IT Service Desk

Johnson Service Group (JSG) is seeking a Manager, IT Service Desk for a financial services partner in Orange County, California.

Hybrid

Hourly range: $70-$80.00

Essential Position Functions

• 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 company, 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.
  
  

Education, Experience, Skills And Abilities

• 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.
  
  

JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. #D800