Sr. Service Desk Manager

PACSUN • Full-time • Anaheim, CA, US • 2w ago

Join the Pacsun Community

Co-created in Los Angeles, Pacsun inspires the next generation of youth, building community at the intersection of fashion, music, art and sport. Pacsun is a leading lifestyle brand offering an exclusive collection of the most relevant brands and styles such as adidas, Brandy Melville, Essentials Fear of God, our own brands, and many more.

Our Pacsun community believes in and understands the importance of using our voice, platform, and resources to inspire and bring about positive development. Through our PacCares program, we are committed to our responsibility in using our platform to drive change and take action on the issues important to our community. Join the Pacsun Community.

Learn more here: LinkedIn- Our Community

About the Job:

Senior Service Desk Manager will be responsible for: Managing the in-house service desk, including those in remote facilities. Administering hourly employees, Planning, and maintaining staff through holidays and PTO. Project management for in-house equipment and software rollouts. Assuring trouble tickets are maintained within ServiceNow. Reporting on ticket levels and resolutions, ordering equipment, and maintaining online portal administration of some services.

A day in the life, what you’ll be doing:

Manage projects as required
Develop project plans
Work with vendors as necessary
Work with other teams as required
Understand the project life cycle
Maintain and support ServiceNow
Monitor tickets and resolution times
Modify and remove user accounts
Maintain ServiceNow changes of the platform
Perform daily administration tasks related to the service desk
Support yearly financial and security audits
Support and maintain ongoing schedules and time off for team members
Plan holiday schedules
Support for extended hours scheduling
Responsible for department hiring
Support for afterhours activities.
Some support may be need afterhours
First level technical support
Includes distribution Center, Corporate Office, and retail locations
Basic Store WAN connectivity
Basic Wireless connectivity
Basic hardware and software support
Works closely with extended teams Including
Security team
Tier 2 and 3 support teams
Audit teams
Network engineering teams
Software development teams

Maintain accurate and current documentation of all procedures performed and create reports as needed.
Provide level one support for the Support Services, Desktop Services and Store Services Groups in order to resolve client issues in a timely manner

What it takes to Join:

knowledge of enterprise computing and software in an Active Directory environment, with minimum 3 years of practical technology experience
Working knowledge of enterprise policies and procedures with a minimum of 3 years hands-on experience
Strong troubleshooting, interpersonal, verbal and written communication skills
Appropriate temperament and knowledge to assist with on-call user support
Prior experience with ServiceNow
Project management experience preferred
Bachelor’s degree in a related discipline preferred.
Experience managing multiple vendors to accomplish project objectives a plus.
Retail experience preferred

Developing the Community/ Leadership Qualities:

Operate with the highest level of conduct, integrity, and confidentiality; setting the example for leaders and associates.
Develop and nurture strong cross functional partnerships; driving business results and inspiring a culture of transparency, collaboration, and accountability.
Serve as a Pacsun advocate in the industry and marketplace.
Recruit, identify, develop, and retain talent that delivers performance excellence.
As a manager, serve as a leader of company culture, norms, and conduct.
Ability to balance a strong management presence with a high level of approachability, encouraging and eliciting associate feedback and interaction.

Salary Range: ($124,750 - $131,326)

Pac Perks:

Dog friendly office environment
On-site Cafe
On-site Gym
$1,000 referral incentive program
Generous associate discount of 30-50% off merchandise online and in-stores
Competitive long term and short-term incentive program
Immediate 100% vested 401K contributions and employer match
Calm Premium access for all employees
Employee perks throughout the year

Physical Requirements:

The physical demands described here are representative of those that are required by an associate to successfully perform the essential functions of this job.

While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to sit; stand; walk; use hands to finger, handle or feel; as well as reach with hands and arms.
Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.
Ability to work in open environment with fluctuating temperatures and standard lighting.
Ability to work on computer and mobile phone for multiple hours; with frequent interruptions.
Required to travel in elevator or stairwells to attend meetings and engage with associates on multiple floors throughout building.
Hotel, Airplane, and Car Travel may be required.

Position Type/Expected Hours of Work:

This is a full-time position. As a National Retailer, occasional evening and/or weekend work may be required during periods of high volume. This role operates in a professional office environment and routinely uses standard office equipment.

Other Considerations:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to qualified individuals with disabilities to enable them to perform the essential functions of the role.

PACSUN

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