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 work environment.

Hourly range: $70-$80.00.

• 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 conjunction 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.

• 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.