IT Service Desk Manager (Anaheim, CA)

POSITION SUMMARY:

This position will coordinate and manage all team member and back office systems for Wescom's branch, corporate and remote locations. The Manager of the IT Service Desk will manage Wescom's Help Desk, branch and back office systems environments and departments to ensure that all technology needs are met for our employees to serve our members. This includes the management of all system upgrades, patching, monitoring, backups, software and hardware inventories and reporting across the enterprise.

This person will ensure that all audit and security requirements related to employee file systems, email, network access and end point systems, including mobile devices, are maintained in a compliant and secure manner. This position will require core competencies in project management, employee and board member customer relationship management, back-office system design, and overall responsibility for all Wescom's IT Service Desk needs.

This position will also provide design and planning coordination for desktop, server and mobile end user system upgrades, Wescom video conference and collaboration needs, strategic project support and management of critical infrastructure including Active Directory, anti-ransomware system backups, Office365 and physical asset inventory.

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 Wescom, 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.

Publishes specific operational procedures and tools on Wesnet and assists with disaster recovery testing and documentation.

COMMITTEE PARTICIPATION:

Member of Management Team: Joins with all members of management to review and address member service delivery and related functions, operational policies, employee issues, quality control problems, planning items, and other Wescom activities. The position is eligible for the Credit Union's Management Team Incentive Program and Team Award.

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.

Practice clear, candid and open communication Create a climate of trust

Give feedback and expect to receive feedback Sees big picture and never loses sight

CERTIFICATES, LICENSES, REGISTRATIONS:

Following certifications are a plus:

MCSE - Microsoft Certified System Engineer HDI - Help Desk Institute Certifications

COMPUTER SKILLS:

Proficient in Windows and Microsoft applications; strong systems and application troubleshooting oversight, knowledge of systems and security administration, proficient in workflow analysis, project management, records management, effective communication skills, both written and oral, strong collaboration skills, and excellent presentation skills. Knowledge of capture, image management and storage media a plus.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

This position may qualify as Remote or Hybrid with a home base at one of Wescom's offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.