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Manager Service Desk - Remote

Company: PSCU
Location: San Diego
Posted on: September 12, 2021

Job Description:

Join the people helping people.

For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first.

If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you’re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. “Our Momentum. Your Moment.”

This application is the first step in seizing your moment.

The Service Desk Manager will direct operational logistics of the PSCU Service Desk to ensure that employees, credit union members and vendors are receiving best in class service. This includes being responsible for all procedures related to identification, prioritization, resolution of incidents and service requests as well as monitoring, tracking and coordination of Service Desk functions.

The Service Desk Manager is responsible for evaluating work effectiveness, plan team activities, partner with talent acquisition team to recruit, hire and develop strategies for meeting departmental objectives.  In addition, they will facilitate performance management, staff capacity planning, service process design, performance analysis, and developing proactive resolution plans. 

This role is also responsible for identifying continuous improvement areas and executing initiatives to achieve goals.  This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.

The ideal candidate will be a hands-on manager with experience transitioning an IT team and organization into a service desk environment.

This position is currently remote but will eventually need to be located in either our St. Petersburg, FL or Phoenix, AZ location and will have remote capabilities.

Essential Functions & Responsibilities

Strategy & Planning

  • Develop Service Level Agreements (SLAs) to establish resolution expectations and timeframes
  • Identify and Drive Continuous Improvement efforts
  • Assist with developing major incident management policies and procedures
  • Analyze performance of Service Desk activities and documented resolutions
  • Identify problem areas, and devise and deliver solutions to enhance quality of service
  • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, and promotions when necessary
  • Develop individual annual goals with members of the service desk in line with PSCU’s goals
  • Influence and build good working relationships across all functions of the business
     

Operational Management

  • Manage the processing of incoming requests to the Service Desk to ensure courteous, timely and effective resolution of issues
  • Develop and enforce escalation policies and procedures
  • Oversee the development, management and communication of a Service Desk knowledge base
  • Monitor, track and analyze incident and request trends while anticipating potential problems for proactive resolution
  • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
  • Recommend end user training guides to educate and empower self-service resolution
  • Oversee the development, implementation and administration of service desk staff training procedures and policies
  • Train, coach and mentor Service Desk Analysts
  • Perform other duties as assigned

Supervisory Responsibility

  • Provide direction and leadership to staff; guide and coach staff in completion of  responsibilities and ensure established policies and procedures are followed
  • Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff
  • Develop and maintain highly motivated and energetic team by applying training and leadership to allow internal growth and advancement
  • Develop and implement methods to keep staff continuously informed on crucial topics, such as: industry trends, evolving products, legal/compliance issues, competitor intelligence, and strategic initiatives of PSCU and its strategic partners

Requirements:

  • Minimum of 5 years’ experience running an enterprise technology support team such as Helpdesk, Service Desk and/or Desktop Support
  • Minimum of 5 years’ experience with ServiceNow or other ITSM tool with a high level understanding of IT service management required
  • Proven experience with Knowledge Management, Continuous Improvement/Innovation as well as Major Incident Management and Metrics/KPI reporting

Education

  • Bachelor’s degree in computer sciences or related field or equivalent combination of education and experience required
  • HDI Desktop Support Center or Metrics Course and/or Certification – preferred or must be willing to obtain certification within 1st year of employment.  ITIL Foundations Course and/or Certification preferred
  • Knowledge Centered Support (KCS) Principles preferred

  

Pay Equity

PSCU is committed to pay equity and a competitive benefits package. The typical annual hiring range for this position based on relevant experience and internal equity is:

$81,000.00

to

$137,700.00

In addition this position is eligible for an incentive plan, based on performance.

Benefits

At PSCU, everything we do recognizes the fact that our employees are our most important asset. That’s why we are committed to a work/life integration that goes above and beyond to ensure that you have quality time at home with your family and/or to pursue outside interests and aspirations. We back this up with generous PTO, the opportunity to work remotely, flexible scheduling, and a management team that understands how to adjust when the unexpected curveballs of life happen.

Check out the comprehensive benefits PSCU has to offer that further solidifies our reputation as a company that just “gets it” when it comes to balancing life’s planned and unplanned events while equipping you with all the tools for growth.

PSCU offers:

  • Beautiful, state-of-the-art campuses

  • Endless opportunities for advancement

  • Competitive wages

  • Generous paid time off and paid holidays

Our benefits package includes:

  • Medical

  • Dental and Vision

  • Basic and Optional Life Insurance

  • Company Paid Disability Insurance

  • 401k (with employer match)

  • Health Savings Accounts (HSA)

  • Flexible Spending Accounts (FSA)

  • Supplemental Insurance

  • Legal Plan

  • Pet Insurance

  • Adoption Assistance Plan

  • Employee Assistance Program (EAP)

  • Tuition Reimbursement

  • Wellness program

  • Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

As a matter of operational management limitations and business administrative process parameters, remote position assignments at PSCU are geographically restricted to where PSCU currently operates. At this time, remote position assignments are not available in the following states: Alaska, Hawaii, Vermont, Montana, Idaho, Wyoming, North Dakota, Maine, and West Virginia. As a result, we are unable to proceed with your application. Applicants are encouraged to apply for other available opportunities for which they qualify.

PSCU is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status or membership in any other group protected by federal, state or local law.

PSCU is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. PSCU will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

For positions based out of our Phoenix, Arizona location, PSCU is an E-Verify Employer. Please click here for the E-Verify Poster in English or Spanish. For information regarding your Right To Work, please click here for English or Spanish.

As an ongoing commitment to reasonably accommodate individuals with disabilities, PSCU has established alternative methods to complete the application process. Disabled applicants needing assistance are encouraged to submit resumes via our careers page submission button If further assistance is required.

Keywords: PSCU, San Diego , Manager Service Desk - Remote, Other , San Diego, California

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