Manager of the IT Service Desk
Anaheim, CA
Category: Support
Industry: FH Migration
Reference ID: JN -062026-107354
Date Posted: 06/08/2026
Shortcut: http://careers.eliassen.com/bP7Vqo
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
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.
- 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.
Experience 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.
- 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.
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.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· 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 fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- 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, as indicated above