SUMMARY
The Service Desk Manager is responsible for overseeing Service Desk operations, user access governance, and overall operational stability within a regulated enterprise environment. This role serves as the Single Point of Contact (SPOC) for IT service requests, ensures SLA compliance, supports SOX controls, and drives continuous service improvement. Providing exceptional customer service in every situation is a key component of this role. The ideal candidate embraces continuous improvement and innovation, is willing to be hands‑on when needed, and proactively seeks more efficient and cost‑effective ways to deliver IT services.
Ensures compliance with established Company policies and procedures. Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Home Mortgage Disclosure Act, Real Estate Settlement Procedures Act, Fair Credit Reporting Act, Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering and Customer Information Program, Right to Financial Privacy Act (state and federal) and Community Reinvestment Act.
REQUIRED DUTIES
Oversees and manages daily Service Desk operations, ensuring efficient, professional, and proactive service delivery with a strong customer service commitment, and serving as the Single Point of Contact (SPOC) for IT service requests through ServiceNow and approved channels.
Provides functional and technical support for hardware, software, and applications, ensuring all incidents and service requests are properly logged, tracked, prioritized, and resolved within defined SLAs.
Manages and leads Service Desk staff, including assignment, prioritization, workload balancing, and performance oversight across phone, walk in, remote, and on site support.
Owns incident, escalation, and major incident management, ensuring effective coordination across resolver groups, timely stakeholder communication, and post incident review.
Acts as the primary coordination point for complex incidents and service requests, including those requiring multiple tasks or resolver teams.
Monitors ticket health and SLA performance, reviews troubled or aged tickets, drives timely resolution, and enforces accountability.
Establishes and maintains Service Desk best practices, including incident management, escalation handling, change control awareness, and customer communication standards.
Sets and enforces customer service and service quality standards, monitoring response times, resolution outcomes, and overall service effectiveness.
Identifies trends and improvement opportunities in incidents and service requests, initiates problem records as appropriate, and ensures service improvement actions are completed.
Manages desktop computing and endpoint environments, ensuring laptops, PCs, and access devices meet performance and security standards, including oversight of deployments, patching, and recurring failures.
Manages IT asset inventory, including hardware, software, and related supplies, ensuring accurate tracking and lifecycle management.
Develops and delivers operational and performance reports for management, leadership, and audit purposes, including Service Desk productivity and service metrics.
Recruits, manages, and develops Service Desk personnel, including performance evaluations, training, scheduling, delegation, and disciplinary actions in alignment with organizational practices.
Collaborates effectively across the organization, working with business units, vendors, and cross functional stakeholders within a matrix environment to support business needs.
Supports audits, compliance activities, and special projects, including data gathering, reporting, and adherence to organizational policies, procedures, and regulatory requirements.
Applies sound judgment and decision making in accordance with established policies, procedures, and approval limits, using coaching and feedback to support employee development.
Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervises the daily activities of the department including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.
Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
Follows policies and procedures; completes tasks correctly and on time; supports the company's goals and values.
Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.
Performs duties specific to the position and other functions as assigned.
MINIMUM REQUIREMENTS
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
Pay $112,600 - $160,900 per year. The salary reflects the full, reasonably expected salary range for this position. Salary is based on the candidate's current experience, education, skills, and abilities related to the position. Successful candidates may be eligible for bonus, stock, commissions, and incentives at the Company's sole discretion. We offer a comprehensive benefits package, which vary depending on the position ultimately offered. All employees are offered paid sick time off. Depending on the position offered, benefits packages may include vacation leave; paid holidays; medical, dental, vision, life and disability insurance packages for employees and dependents; various other voluntary benefit offers, and optional retirement accounts.
We are an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, genetic information, or military or Veteran status, or any other characteristic protected by law.
The application window for this position is expected to close on July 8, 2026.
Hanmi Bank Established in 1982, Hanmi Bank was founded with the goal of catering to a growing Korean-American community. Since then, we have grown to become one of the largest, premier Korean-American Banks in the United States. Hanmi is committed to being the "quality and market leader in the banking industry, thereby becoming the first choice of employees, customers and shareholders." We believe in being a bank that gives happiness, a bank that makes contributions to the community, a bank that is loved, and a bank that is there for you.