Service Desk Manager

We have an opportunity to join the Alliance as the Service Desk Manager in the Technology Services Department.

WHAT YOU'LL BE RESPONSIBLE FOR

Reporting to the Technology Services Director, this position :

• Manages and leads Information Technology Services (ITS) Service Desk operations, acts as a subject matter expert, and provides guidance on related information technology functions and departmental operations
• Provides management oversight related to the Service Desk function
• Manages, supervises, mentors and trains assigned staff

THE IDEAL CANDIDATE

• A seasoned Service Desk leader who practices and promotes examplary customer service
• ITIL Certified
• Experienced in creating and managing KPI's, metrics and reporting
• Demonstrated ability to manage competing priorities, aligning them with department or company objectives for optimal efficiency and success
• Invested in staff development and empowering teams to do their best work
• A strong collaborator, with an ability to see the bigger picture and work toward the best solutions for all parties

WHAT YOU'LL NEED TO BE SUCCESSFUL

To read the full position description and list of requirements

• Knowledge of :
• Network, PC, desktop, server, and database technology
• Design, implementation, and management of local area and wide area network, server, desktop and network administration, and networking devices such as laptops, Android, Blackberry and iPhones
• ITIL best practices
• Diagnostic utilities used in a multi-platform environment
• Principles and practices of program and project management
• Ability to : Train, mentor, supervise and evaluate the work of staff and motivate staff to achieve their goals and objectivesDevelop work plans and workflows and organize and prioritize staff’s workDemonstrate strong teamwork and team building skillsFacilitate and lead meetings and projectManage multiple projects simultaneously, organize work, and achieve goals and timelinesFoster effective and collaborative working relationships, influence others, and build consensus with individuals at all levels in the organization
• Education and Experience : Bachelor's degree in Management Information Systems, Computer Science, Business or related field a minimum of six years of increasingly responsible experience performing IT Service Desk / Help Desk hardware and software support and administration, including a minimum of two years of supervisory or project lead experience (a Master’s degree may substitute for two years of the required experience);

or an equivalent combination of education and experience may be qualifying

OTHER DETAILS

• While this position is connected to one of our Alliance offices, we are in hybrid remote / in-office work environment right now and we anticipate that the interview process will take place remotely.
• Attendance at quarterly company-wide events or department meetings will be expected.

The full compensation range for this position is listed by location below.

The actual compensation for this role will be determined by our compensation philosophy, analysis of the selected candidate's qualifications (direct or transferrable experience related to the position, education or training), as well as other factors (internal equity, market factors, and geographic location).

Merced County & Mariposa County Pay Range : $100,031 - $160,056 Monterey County, San Benito County & Santa Cruz County Pay Range : $109,923 - $175,884

OUR BENEFITS

• Medical, Dental and Vision Plans
• Ample Paid Time Off
• 12 Paid Holidays per year
• 401(a) Retirement Plan
• 457 Deferred Compensation Plan
• Robust Health and Wellness Program
• Onsite EV Charging Stations
30+ days ago