Service Desk Assistant Manager

Location

100 % Remote

Status

Full-Time, Exempt

Pay Range

The full pay range is $89,762.00-$134,644.00/annually. Depending on experience and qualifications.

We offer a bilingual differential for employees who can assist our members' financial needs in a second language. Proficiency is subject to passing a standardized verbal assessment. Currently approved languages are Korean, Russian, Spanish, and Tagalog.

Applicants are encouraged to apply by April 29th, 2024 5:00 PM PST.

We are seeking a Service Desk Assistant Manager to join our team! This position oversees the day-to-day operations of the Service Desk team. Plays a key role in maintaining high service levels, resolving technical issues, and contributing to the overall success of the department. Plays a pivotal role in supporting the Service Desk Manager in leading a dynamic team of Service Desk agents within the Technology Service Department. Manages multiple team projects in conjunction with the Service Desk Manager to enhance systems and processes with emphasis on customer satisfaction and creating efficiencies. Ensures team is working with end users to achieve their goals related to software and hardware needs. Coordinates with other teams or specialists to resolve issues, including escalated issues of a higher difficulty. 

Visa sponsorship not available.

Contact us at 800.258.3115 with any questions or request for accommodation.

Requirements

Responsibilities:

• Fosters a positive and collaborative team environment where each member is empowered to contribute to the overall success of the Service Desk.
• Monitors and manage ticket queues effectively, ensuring that tickets are resolved within established Service Level Agreements (SLA).
• Collaborates with the Service Desk Manager to continuously refine and improve operational processes for increased efficiency
• Ensures team’s adherence to the organizations policies and standard operating procedures.
• Champions a customer-centric approach within the Service Desk team, emphasizing the importance of providing exceptional service to internal users.
• Coordinates support, team escalations, and alert communications during major incidents.
• Works with Service Desk Manager to establish, track and analyze key performance indicators to measure the success and efficiency of the Service Desk team.
• Coordinates Service Desk scheduling to ensure adequate support coverage is maintained.
• Identifies opportunities for skill development and training within the Service Desk team.
• Assists with designing and implementing training programs that enhance the technical expertise and customer service skills of team members.
• Works closely with ServiceNow Administrator to provide feedback on the design and structure of service management workflows in ServiceNow.
• Leads troubleshooting of complex issues and coordinate with vendors to resolve incidents and problems of higher complexity.
• Creates and maintains monthly reports of tickets flow and resolution.
• Oversees the onboarding process of new users and associated access forms, ensuring requests are completed in a timely and accurate matter.
• Ensures that the Technology Service & Solutions team and Service Desk Manager are continuously informed of all factors influencing workflow.
• Provides overflow support to ServiceNow tickets and Service Desk support calls.
• All other duties as assigned.

Education and Experience Required:

• High School graduate or GED
• 5 + years’ experience in an IT Help Desk, Service Desk, or Service Support Analyst role, showing a progression of responsibility and complexity of role.

Education and Experience Preferred:

• Bachelor's degree in Information Technology or related field.
• Previous experience in a lead, indirect or direct leadership role.

Knowledge, Skills, and Abilities:

• Knowledge of Windows environment, DHCP, VMware, Exchange, Office and Apple products.
• Demonstrated experience with ITIL Service Management standards.
• Experience with setup and configuration of end-user desktop and virtual infrastructure and supporting software utilized to manage these systems.
• Experience in architecting and maintaining service management systems and workflows.
• Adept in troubleshooting complex problems within internal systems.
• Capacity to maintain customer service focus while juggling multiple tasks and priorities simultaneously; demonstrate initiative and tact in dealing with department/branch supervisors, staff and outside vendors.
• Adept in operating computer hardware and software; able to detect and resolve operational problems.
• Detail oriented, able to work with minimal direct supervision and to exercise independent judgment and analysis.
• Ability to function effectively as a member of a team or on individual tasks and assignments; must maintain confidentiality.

Benefits

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Medical, Dental, and Vision insurance is paid at a 100% by company for the employee coverage. We also offer Health Care FSA (HCFSA) and Day Care FSA (DCFSA). Employees have access to disability and AD&D insurance. Employees are able to enroll in our 401k plan. Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.

All benefits except 401k start the first of the month after 30 days of employment. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.

EEO Statement
TSCU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.