Manager of the IT Service Desk

Responsibilities

• Balance operational activities, strategic work, and project management across multiple concurrent initiatives.
• Lead teams for end user computing, collaboration, remote access, and back office systems including Office 365 and branch platforms.
• Monitor and manage branch systems such as CFD, Card Wizard, ITC, and check printing/scanning.
• Own troubleshooting, resolution, and communication for employee, executive, and board member issues in office and remote environments.
• Manage IT ticketing, order management, inventory tracking, system delivery, and support.
• Oversee patching for servers, desktops, laptops, printers, peripherals, and network-connected devices.
• Define file sharing, collaboration, communication, and printing solutions.
• Participate in project planning for end user computing upgrades and rollouts.
• Own storage platforms including Dell/EMC and Pure for Tier 1 application hosting, databases, and servers.
• Oversee backup jobs, monitoring, restores, and escalation for business-critical applications.
• Manage projects, upgrades, and software licensing for end user and back office systems and vendors.
• Run RFPs, cost analysis, and vendor recommendations.
• Implement ITIL-based practices to improve operations maturity and customer-centric support.
• Stay current on end user, collaboration, and back office technologies and advise on productivity tools.
• Define and approve access to information resources with HR, Information Security, and Data Owners.
• Prepare and monitor budgets, resources, recurring tasks, and report on variances.
• Train, coach, develop, and supervise staff and assistant managers.
• Escalate for timely problem resolution to ensure high availability for employee and branch systems.
• Own application upgrades, testing, and releases with development and production teams.
• Identify and implement efficiency improvements for collaboration and communications processes.
• Maintain system and operational documentation including diagrams, procedures, and service tools.
• Publish operational procedures on internal portals and assist with disaster recovery testing and documentation.

Requirements

• Data center experience, including management exposure.
• MSP or MSO environment experience.
• Strong hands-on technical background beyond desktop support.
• Client-facing and customer support experience.
• Background in larger organizations preferred.
• Financial services or credit union experience is a plus.
• Technology: Office 365, Active Directory, endpoint systems, storage (Dell/EMC, Pure), backup services, Azure.
• AI and internal bot experience are a plus.
• Team leadership of approximately 20 across Tier 1–3 with assistant manager support.
• Support for internal IT and a division managing infrastructure for other credit unions.
• Shared data center responsibilities with Network and Telecom teams across Pasadena, Anaheim, and Phoenix.