Manager, IT Service Desk

Wedbush’s IT Operations department is responsible for developing and enhancing infrastructure and applications to support the growth of the business and to promote a highly available and stable computing environment. Reporting to the Head of IT Operations, the Service Desk Manager/AVP will contribute to the overall service delivery, incident/problem management, and support of all Wedbush users and their computing environment. As the Manager of the IT Operations Service Desk team, the successful candidate will need to work closely with our internal clients to develop consensus and find solutions to problems facing their business constituents, while maintaining a superior level of user satisfaction.

This is a hands-on manager role. He/she will work with all of the IT teams to assist in the implementation, management, and support of our critical business applications and systems. They will also establish a strong partnership with each of our business and corporate departments. Strong leadership, people skills and the ability to balance a large work load are key. There is never a dull moment at Wedbush; so, if you are ready for a fast-paced agile environment, we look forward to reviewing your application.

Responsibilities include, but are not limited to:

• Lead the IT Service Desk team at Wedbush
• Responsible for all issues and tickets that are opened with the service desk; their triage and resolution or assignment to another team
• Responsible for meeting the Service level agreements for the service desk, and overall client (including internal users) satisfaction with the service desk
• Maintain the service desk foster to ensure maximum coverage during the planned hours
• Manage as lead user the platform used to manage tickets (ServiceNow)
• Measure and manage all KPIs for the service desk
• Perform all activities that may be assigned for managing the service desk

• 6+ years managing a medium/large team
• 10+ years in Information Technology, preferably in the Service Desk or Help Desk
• Advanced knowledge of ServiceNow
• Outstanding people and customer skills
• Excellent writing and communication skills with strong attention to detail
• ITIL-ITOM/ITSM knowledge and experience
• Develop schedules, shifts, and IT Projects/Initiatives for the team
• Strong self-sufficiency and initiative working on process and user centric projects
• Practice implementing and executing mature incident and problem management
• Data Analytics
• Knowledge of ServiceNow, Jira, Windows preferred but not required

Wedbush Securities offers robust benefits to our colleagues

• Comprehensive medical, dental, and vision coverage with multiple health plan options for you and your family
• Health Savings Account with company-sponsored contributions
• Flexible Spending Accounts (FSA) traditional and dependent care
• Pre-Tax Commuter Benefits
• 401(k) plan with discretionary, competitive company matching and profit-sharing contributions
• Tuition reimbursement up to $5,250/year
• 3 weeks of Paid Time Off
• 2 weeks of Paid Sick Time (may vary by location)
• 10 Paid Holidays
• Charitable Donation Matching Contributions
• Paid Leave (Military, Jury Duty, Volunteer Time Off, Disability, etc.)
• FINRA License Sponsorship
• Travel & Employee Assistance and Employee Discount Programs

The reasonable estimate of the compensation range for this role has not been adjusted for the applicable geographic location. A reasonable estimate of the current salary range is $90,000-$140,000. At Wedbush, it is not typical for an individual to be hired at, or near, the top of the range for their role. Decisions regarding compensation are determined on a case-by-case basis and are dependent on a variety of factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

Wedbush Securities (WS) is proud to be an Equal Employment Opportunity employer. WS does not discriminate based on race, religion, color, creed, sex, sexual orientation, gender, gender identity or expression, national origin, ancestry, citizenship status, registered domestic partner status, uniform service member status, marital status, pregnancy, age, medical condition, disability, genetic information, family care or medical leave status, or any other consideration made unlawful by applicable federal, state, or local laws, or on the basis that an applicant or Colleague is perceived to have these characteristics or is associated with someone who is perceived to have these characteristics. WS aims to foster a culture of inclusion where all Colleagues are valued for their unique contributions to the firm as well as provided equal opportunities to succeed.

Wedbush uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities here https://www.e-verify.gov/employees/e-verify-overview
From: Wedbush Securities