Manager, IT Help Desk

San Diego, CA, United States

pSemi Corporation is a Murata company driving semiconductor integration. pSemi builds on Peregrine Semiconductor's 30-year legacy of technology advancements and strong IP portfolio but with a new mission-to enhance Murata's world-class capabilities with high-performance semiconductors. With a strong foundation in RF integration, pSemi's product portfolio now spans power management, connected sensors, optical transceivers, antenna tuning and RF frontends. These intelligent and efficient semiconductors enable advanced modules for smartphones, base stations, personal computers, electric vehicles, data centers, IoT devices and healthcare. From headquarters in San Diego and offices around the world, pSemi's team explores new ways to make electronics for the connected world smaller, thinner, faster and better.

Job Summary

We are seeking a skilled IT Help Desk Manager to lead our team of help desk technicians. The successful candidate will be responsible for managing and coordinating the activities of the help desk team, providing technical support services to employees, and ensuring timely resolution of technical issues. They will also be responsible for developing and implementing standard operating procedures and customer service guidelines relating to IT support.

Roles & Responsibilities

This position has responsibility for:

Manage and coordinate the activities of the help desk team that support information systems products and services

Provide technical support services to employees and customers with technical problems and information technology issues

Ensures that all phases of desktop support, including installation, upgrades, software, hardware, and operating system issues are properly coordinated, monitored, tracked, and resolved

Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support

Monitor help desk performance metrics and provide reports to management

Develop and implement training programs for help desk technicians

Identify and escalate critical issues to appropriate management personnel

Ensure compliance with company policies and procedures related to information technology

Participate in the recruitment and selection of new help desk team members

Serve as the primary communicator for the IT department, disseminating notices, updates, and helpful tips to the pSemi user community.

Ensure IT assets and inventory are properly tracked and fall within the established lifecycle

Competency Requirements

In order to perform the job successfully, an individual should demonstrate the following competencies: Delegating Responsibility : Provides people with clear objectives and allows them to take ownership for their goals; gives people a mix of tasks that challenge but do not overwhelm them; acts as a resource people can utilize to help accomplish their goals.

Developing Talent : Invests time and resources into building the capabilities of team members; helps people define career goals and establish development plans to achieve them; gives people constructive, developmental feedback and advice

Displaying Technical Expertise : Keeps his/her technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and masters the technical skills, knowledge, and tasks associated with his/her job; shares technical expertise with others.

Driving for Results : Aggressively pursues challenging goals and objectives; possessing a will to put in considerable time and effort to accomplish objectives; takes a highly focused, goal driven approach toward work.

Making Accurate Judgments and Decisions : Bases decisions on a systematic review of relevant facts and information; avoids making assumptions or rushing to judgment; provides clear rationale for decisions.

Minimum Qualifications (Experience and Skills) Typically requires 3 to 5+ years of hands-on experience in an IT environment including user support, and use of a ticket system depending on education level and experience

3+ years of team management experience

Strong technical skills with experience troubleshooting hardware, software, network, server, and storage issues including, but not limited to: Windows, MacOS, Laptops, Desktops, Email

Excellent communication skills with the ability to explain technical concepts to non-technical users

Strong analytical and problem-solving skills with a focus on delivering exceptional customer service

Strong project management skills

Ability to delegate tasks between Help Desk team members

Ability to diagnose, troubleshoot and repair user hardware issues on desktops and laptops and issues related to server and network systems

Ability to support laptops, desktops, and related peripherals in an enterprise environment

U.S. person status required

Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. citizen, U.S. permanent resident, or have asylum or refugee status in the U.S.

Preferred Qualifications Ability to work independently

Desire to learn new technology on a continuing basis

Formal IT related technical training

MacOS support experience

Mobile Device support experience

Education Requirements Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

USD: 124,184.30 - 170,753.42 per year

pSemi Corporation supports a diverse workforce and is committed to a policy of equal employment opportunity for applicants and employees. pSemi does not discriminate on the basis of age, race, color, religion (including religious dress and grooming practices), sex/gender (including pregnancy, childbirth, or related medical conditions or breastfeeding), gender identity, gender expression, genetic information, national origin (including language use restrictions and possession of a driver's license issued under Vehicle Code section 12801.9), ancestry, physical or mental disability, legally-protected medical condition, military or veteran status (including "protected veterans" under applicable affirmative action laws), marital status, sexual orientation, or any other basis protected by local, state or federal laws applicable to the Company. pSemi also prohibits discrimination based on the perception that an employee or applicant has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.

Note: The Peregrine Semiconductor name, Peregrine Semiconductor logo and UltraCMOS are registered trademarks and the pSemi name, pSemi logo, HaRP and DuNE are trademarks of pSemi Corporation in the U.S. and other countries. All other trademarks are the property of their respective companies. pSemi products are protected under one or more of the following U.S. Patents: http://patents.psemi.com

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