IT Service Desk Manager

POSITION:

IT Service Desk Manager

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well‑being. We are committed to exceeding expectations and having a strong commitment to diversity. We are seeking an experienced IT Service Desk Manager who excels in providing exceptional customer service, possesses strong leadership skills, exhibits excellent communication abilities, and demonstrates a high level of technical expertise.

As the IT Service Desk Manager, you will be responsible for overseeing a team of support professionals, ensuring timely and effective resolution of technical issues, ensuring compliance with audit requirements, and maintaining a high standard of customer satisfaction. Your role will involve guiding and mentoring your team, coordinating resources, and collaborating with cross‑functional departments to enhance overall service quality. The ideal candidate will possess a proven track record in managing a service desk environment, adeptly handling complex customer interactions, and fostering a positive and collaborative work environment.

• Lead and develop the Service Desk team, providing technical guidance, coaching, and performance management to Service Desk Analysts and Technical Support Specialists while fostering a collaborative, growth‑oriented environment.
• Oversee daily operations to ensure efficient handling of incidents, service requests, and escalations, maintaining adherence to SLAs, OLAs, KPIs, and continuous service improvement standards.
• Manage complex technical escalations involving endpoint management, identity and access, collaboration tools, enterprise applications, and related infrastructure, collaborating with Infrastructure, Security, and Application teams to resolve cross‑functional issues and recommend root cause fixes. Create and maintain knowledge base articles to ensure quick access to accurate information for both the team and customers.
• Maintain expertise in core technologies such as Active Directory, Azure AD, Intune, Microsoft 365, VPN, and endpoint security platforms to support team effectiveness and ensure technical soundness.
• Design, implement, and maintain IT processes and documentation aligned with bank policies, industry standards, and audit requirements, including knowledge base articles and compliance reporting.
• Collaborate with internal and external audit teams to facilitate audit activities related to service desk operations. Ensure that all documentation and processes adhere to audit requirements and compliance standards.
• Establish and maintain a comprehensive inventory of all IT assets, including hardware, software, and equipment, recommending purchase of new equipment when required. Design, manage, and improve process to ensure asset records are appropriately updated, and ensure accurate asset information for budgeting and compliance purposes.
• Manage vendor relationships and support the IT annual budget, tracking compliance, and managing invoice payments for selected vendors.
• Ensure operational continuity by coordinating rotating on‑call schedules, providing off‑hours technical support when needed, and generating/providing insights into team performance reports, to meet organizational needs.
• Perform additional duties as required.

• Bachelor's degree in information technology, preferred.
• 8+ years of experience in IT support roles, in a complex mid‑to‑large enterprise environment.
• 3+ years in a management capacity with demonstrated ability to manage and support complex technical challenges and processes.
• Strong working knowledge of:
• Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, One Drive).
• Windows 11 and mobile device platforms.
• Endpoint management tools (Intune, SCCM, JAMF) and processes.
• Identity and access management (Active Directory, Azure AD, MFA, SSO).
• Experience with Fresh Service or other ITSM tool(s) is strongly preferred.
• Experience with collaboration rooms (MS Teams Rooms) preferred.
• Strong communication, customer service and interpersonal skills.
• Demonstrated ability to manage multiple simultaneous initiatives with…