Manager of the IT Service Desk

Job Description

Job Description

Description:

Hybrid 3 days onsite in Anaheim, CA

Our client seeks a Manager of the IT Service Desk to lead end user computing, collaboration, and back office systems across branch, corporate, and remote locations. The role manages help desk operations, system upgrades, patching, monitoring, backups, inventories, and reporting. It ensures audit and security requirements for file systems, email, network access, and endpoint systems. The manager coordinates design and planning for desktop, server, and mobile upgrades, supports video conferencing and collaboration, and oversees critical infrastructure including Active Directory, anti-ransomware backups, Office 365, and physical asset inventory. The position leads a team of approximately 20 with support from an assistant manager, provides 24/7 escalation coverage, and coordinates with internal IT support teams and a division that manages infrastructure for other credit unions. Travel to Pasadena 1–2 times per month and occasional branch visits will be required.

This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $133,275.00 to $170,000.00/hr. w2

JN -062026-107354

• 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.
• Oversee 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.

• 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.
• Location expectations: primary office in Anaheim, three days onsite, after-hours support and 24/7 escalations, travel to Pasadena 1–2 times per month, and occasional branch travel with mileage reimbursement.
• Interview process: virtual with hiring manager, in-person panel in Anaheim, final with senior IT leadership. Target hire by mid-July.

Recruitment Transparency Notice

Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team ( View email address on ziprecruiter.com , View phone number on ziprecruiter.com) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group’s use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

If you have any indication of fraudulent activity, please contact View email address on ziprecruiter.com.

About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients’ capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

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