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Associate Manager, Service Desk

Company: YUM
Location: Irvine
Posted on: January 22, 2023

Job Description:


  • To manage the service and support to End Users (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
  • Oversee requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as an escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization. Determine the root causes of issues and communicate appropriately to internal and external customers.
  • Train, coach and mentor Service Desk Specialists (All Levels) including career development. Oversee staff activities. Builds/obtain (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
  • Provide data and reporting of KPIs and trends to the IT department and others ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queues (participating in escalated calls as needed).
  • Oversee the Solutions repository and ensure top-quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Manage process for communicating outage/emergency activities to the organization.
  • Oversee Hardware Depot and vendor relationships as it depends on daily operational needs. SKILLS AND KNOWLEDGE REQUIREMENTS
    • Bachelor's degree or equivalent work experience. EXPERIENCE (and other qualifications):
      • 3-5 years of experience providing technical desktop help desk and/or support services
      • 2-3 years of broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and network
      • Knowledge of industry standards, best practices and audit requirements
      • The ideal candidate will possess extensive experience supporting a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 7 & 10, OS X, Active Directory, Microsoft Office 2013, Office 365, and mobile devices (iPhone/iPad, Android, Windows Phone)
      • Demonstrated proficiency in using the Microsoft Office suite of applications including Microsoft Project, Visio, PowerPoint, Word, and Excel
      • CompTIA A+ Certification
      • ITIL Foundation Certification Other Skills/Characteristics
        • Can work independently as a remote extension of a larger team.
        • Excellent communication skills
        • Ability to work independently as well as in a team environment
        • Able to work in a fast-paced environment
        • Positive, flexible, and self-motivated attitude
        • Detail-oriented with excellent follow-up skills
        • Excellent organizational skills with the ability to manage time and multiple priorities
        • Strong analytical skills and problem-solving skills, ability to take a problem and solve it in a quick and efficient manner
        • Ability to handle highly confidential information/materials
        • Exceptional customer service skills and negotiation/influence skills in an executive-level environment
        • Ability to grasp new materials quickly and apply new information, concepts, and procedures in a constructive manner
        • Ability to manage high-stress, demanding situations
        • Ability to provide support in a team rotation schedulewith availability on weekends, holidays, and evenings. COMPENSATION: Salary Range: $90,900 to $117,590 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate's location, experience, and other job-related factors. At Yum!, one of our core values is to Believe in ALL People. This means seeing the value in everyone and unlocking their full potential to be their best self. YUM! Brands, Inc. (including its subsidiaries Yum Restaurant Services Group, LLC ("YRSG") and Yum Connect, LLC ("Yum Digital and Technology")(collectively, "Yum") is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic. Yum! is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs. US Job Seekers/Employees -Click hereto view the "Know Your Rights" poster and supplement and the Pay Transparency Policy Statement. [Employment eligibility to work with Yum! in the U.S. is required as the company will not pursue visa sponsorship for this position.] BENEFITS
          • Competitive salary with benefits including:
          • Up to 4 weeks of vacation per year plus additional sick days
          • Up to 10 Paid Holidays + 1 Floating holidays
          • The company provided Recharge Days to unplug and reenergize
          • Flexible Hybrid Work Environment
          • Competitive bonus program for eligible roles
          • Recognition based culture FAMILY BENEFITS:
            • Onsite childcare through Bright Horizons
            • Comprehensive medical, dental, and vision benefits including prescription drug benefits & 100% preventative care starting on Day 1
            • Healthcare and dependent care flexible spending accounts
            • Employee Assistance Program available to all employees and their dependents
            • Bereavement time off ADDITIONAL PERKS:
              • Onsite gym with brand new equipment and fitness classes
              • 401(k) benefit plan with a 6% matching contribution
              • Up to 2 Paid Days to Volunteer for any non-profit or charitable organization important to you
              • Access to LinkedIn Learning NOTE: This job description is not intended to be all-inclusive. Team Member may perform other related duties as negotiated to meet the ongoing needs of the organization. WHO WE ARE? HABIT stands for Hospitality, Attitude, Be Your Best, Integrity and Teamwork. At the Habit Burger Grill, our people make the difference, which is why since 1969, we've prided ourselves on being a people-first culture where each of us are celebrated for bringing our own unique flavor to the table. Our mission is to foster an environment where everyone feels like they are part of The Habit Family through One Habit, One Heart. The Habit Burger Grill is a burger-centric, fast-casual restaurant concept that specializes in preparing fresh, cooked-to-order chargrilled burgers and handcrafted sandwiches featuring USDA choice tenderloin beef, grilled chicken and sushi-grade Ahi tuna cooked over an open flame. In addition, it features fresh-cut salads and an appealing selection of sides and shakes. The Habit Burger Grill was named the "best tasting burger in America" in July 2014 in a comprehensive survey conducted by one of America's leading consumer magazines.

Keywords: YUM, Irvine , Associate Manager, Service Desk, Executive , Irvine, California

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