Manager, IT Service Desk

Manager, IT Service Desk

Specific duties include, but are not limited to, the following:

• Manage day-to-day operation of Helpdesk & Desktop staff - scheduling, incidentals, provisioning, reporting
• Host daily standups - ownership of report and improvements
• Lead service desk service‑delivery improvement program - conduct analysis of case traffic and devise responses and improvements
• Coordinate support efforts with complimentary support teams
• Serve as incident management coordinator and lead RCA reporting
• Engage in outreach to constituent teams to gather information used for forecast future service‑desk deliverables - continuously seek new ways to anticipate and meet constituent needs - conduct market research and surveys to gather feedback and formulate plans to improve service
• Ownership of tracking system enhancement and evolution
• Guide career growth of the team - recruit new staff and plan career paths for existing staff - create growth opportunities for staff
• Ownership of the client asset tracking practice and system - ensure all equipment is tracked, updated and recovered over the items' lifecycle - maintain inventory of deployable equipment - coordinate ITAD
• Lead 1st level monitoring and communications - build and maintain observability systems to detect and alert and respond as fast as possible
• Coordinate and arbitrate enterprise Change Management - articulate the process, system and adherence, reporting and metrics.
• Lead and manage the deployment of new branch locations, including end-user PC rollout and setup.
• Manage Active Directory, Intune, Microsoft Teams, and Exchange Online within a Microsoft 365 environment.
• Manage IT asset management, including inventory tracking, lifecycle management, and asset accountability.

• Expertise in managing enterprise IT assets, including tracking, lifecycle control, and accountability across the asset lifecycle.
• Proven capability to manage and govern Active Directory, Intune, Microsoft Teams, and Exchange Online in a Microsoft 365 ecosystem.
• Experience and training for leading people and teams, scheduling.
• ITIL practitioner.
• Skilled in leading meetings.
• Analytical skills and experience with process improvement
• Diplomacy and customer service skills
• Incident management skills, comfortable taking lead in pressure situations
• Market research, data analysis
• Experience with business process platforms, understands how to make changes to improve performance
• Experience with recruiting, career planning, staff coaching
• Understanding of purchase order and accounting practices around asset acquisition and tracking - Experience with asset tracking systems, tagging and trend analysis.
• Experience with observability systems, understanding of metrics monitoring and alerting
• Experience tracking and reporting on CM events.

• Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work
• Experience in setting vision and strategy with a Proven ability to manage change
• Proven ability to build and maintain relationships at all levels of the organization
• Capacity to take calculated risks and innovate
• Successful in communicating effectively

• Minimum of ten years of experience in Help Desk or Service Desk management and leadership roles.
• Five to ten years of hands‑on experience with Microsoft applications, including Active Directory, Intune, Microsoft Teams, and Exchange Online.
• Ten years of demonstrated ability to manage organizational change and drive process improvements.
• Five years of experience in setting a clear vision and developing effective strategies for IT service delivery.
• Relevant certifications (e.g., ITIL, Microsoft Certified, Security, etc.) are highly desirable.
• Financial Industry experience preferred.
• Five years of experience with asset management platforms. Five years of experience coordinating new branch deployments, including desktop setup.