"Alerted.org

#1639

Downey, CA, USA

Pay Range

$115,763.00 - $245,700.00

Position Type

Full Time

Job Description

The IT Service Desk Manager is responsible for leading and overseeing the efficient operation of our comprehensive system support services. This includes managing the service desk, desktop support, application support, Symitar and core application support and operations, telecommunication oversight, budget management, and support and deployment of specialized credit union applications. This position requires a strong blend of technical expertise, leadership skills, and a customer-centric approach to ensure the delivery of high-quality support services while effectively managing financial resources and overseeing the implementation of specialized credit union applications.

ESSENTIAL RESPONSIBILITIES:

Team Leadership:

+ Provide strong leadership to a team of system support professionals, fostering a collaborative and customer-focused work environment.

+ Conduct regular team meetings, performance reviews, and training sessions to enhance the skills and capabilities of the system support staff.

+ Develop and implement a career development plan for team members, identifying growth opportunities and providing mentorship.

+ Support and encourage ongoing training and certifications to enhance the skills and knowledge of team members.

System Support Operations:

+ Oversee day-to-day operations of the system support services, ensuring timely and effective resolution of technical issues.

+ Implement and maintain service level agreements (SLAs) to meet or exceed customer expectations.

+ Manage and optimize service desk and desktop support services, addressing hardware, software, and user-related issues promptly.

+ Develop and implement strategies to enhance first-call resolution rates and minimize downtime for end-users.

+ Establish and maintain comprehensive ticket metric reporting processes to track key performance indicators (KPIs) related to support services.

+ Continually analyze ticket data to identify trends, areas for improvement, and opportunities to enhance the overall efficiency of the support operation and deploy preventative measures.

+ Implement and maintain robust asset tracking processes for hardware and software.

+ Ensure effective patch management processes to keep systems up-to-date and secure.

Application Implementation and Support:

+ Coordinate and support the implementation, maintenance, and troubleshooting of various core business applications used across the organization.

+ Collaborate with vendors, development, and other internal teams to ensure seamless integration and compatibility of applications and optimal performance.

Symitar Support and Operations:

+ Provide specialized support for Symitar, ensuring the stability and performance of the credit union's core banking system.

+ Collaborate with vendors and internal teams to address Symitar-related issues and implement upgrades.

Voice Service Operations:

+ Lead the implementation and ongoing support of voice services, ensuring reliable and effective communication solutions.

+ Collaborate with vendors and internal teams to address voice services-related issues and implement enhancements.

Budget Management:

+ Identify cost-saving opportunities and recommend budget adjustments as needed.

We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every Partner has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards. Financial Partners has several processes in place to communicate with leadership and expects that partners will have a commitment to integrity and uncompromising values.

EDUCATION and/or EXPERIENCE:

+ Bachelor's degree in Information Technology, Computer Science, or related field.

+ Proven experience (5 years) in a managerial role within a system support environment.

CERTIFICATES, LICENSES, REGISTRATIONS, TRAINING:

In addition to the education requirement, the following is required:

+ Strong understanding of service desk operations, desktop support, application support, Symitar, credit union applications, telecommunication systems, budget management, and specialized application deployment.

+ Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.

+ In depth knowledge of networking, operating systems, Cisco VOIP, and patch management.

+ ITIL or other relevant certifications are a plus

+ Ability to think strategically with the ability to align system support operations with organizational goals.

+ Has a customer-centric approach, emphasizes responsiveness and provides quality service delivery.

+ Able to proactively problem solve, and capable of anticipating and mitigating potential issues.

+ Maintains strong organizational and multitasking skills in a fast-paced environment.

The pay range for this position is listed above. Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity.

Financial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.