Sr Mgr Service Desk

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.