IT Service Desk Manager

Please note that this position is based in Princeton NJ. Acadias hybrid model requires this role to work in our office three days per week on average.

Position Summary

The Manager Information Technology (IT) Service Desk is accountable for delivering high-quality timely IT support services that align with Acadias business objectives. This role actively contributes to the development implementation and continuous improvement of Service Desk strategies with a strong emphasis on service excellence and responsiveness to employee manager will assess and anticipate Acadias current and future IT support requirements representing the IT Operations team in strategic planning. Responsibilities include overseeing vendor relationships and managing internal staff to ensure performance meets established service level agreements (SLAs). Additionally the role leads customer-centric end-user support and computing services to enhance the overall employee experience.

Primary Responsibilities

• Manages the internal IT Service Desk team at designated site including team management documentation technology vendors policies and processes for incident problem and request management.
• Oversee helpdesk partner to ensure quality service; communicate necessary changes and align with best practices.
• Ensure timely and appropriate response to user requests & incidents.
• Manage software installations modifications upgrades and repairs on end user computing devices.
• Provide user training on the use of end user computing equipment software conference rooms and IT policies.
• Responsible for managing end user devices to ensure reliable and secure usage. This encompasses all documentation technologies vendors policies and processes including but not limited to: Pilot/Selection/Provisioning Image Management Patch Management Anti-virus Management License Management Asset Management Mobile Device Management and Software Packaging and Distribution.
• Manage projects and evaluate new requests for new capabilities and technology.
• Research and recommend new technologies and solutions to enable innovation solve business problems or create efficiencies.
• Propose and implement enhancements (software and hardware updates) that will improve the performance and reliability of IT Systems.
• Ensure GxP & SOX compliant IT Systems process and procedures are followed and are compliant with corporate policies.
• Negotiate and place orders with common Vendors.
• Oversee and guide a variety of personnel actions including but not limited to developing mentoring hiring performance management and promotions.
• Participate in establishing and managing the IT Operations budget.
• Perform other duties as assigned.

Education/Experience/Skills

• Bachelors degree in information technology or related field. Targeting 5 years of progressively responsible experience within IT infrastructure management including operations and service desk and/or end user device management. An equivalent combination of relevant education and experience may be considered.
• Strong understanding of desktop technologies including Windows OSs Active Directory Microsoft 365 (Entra Intune Exchange) and imaging tools.
• A strategic thinker who understands trends in technology and can translate them into opportunities for ongoing improvement.
• Proven track record providing the highest levels of customer service to end users including those at the executive level.
• Proven track record of documenting and implementing standard IT processes.
• Project coordination and management experience.
• Strong people management skills.
• Solid critical thinking and ability to solve complex problems.
• Must be able to travel domestically or internationally on occasion.

Physical Requirements

This role involves regular standing walking sitting and the use of hands for handling or operating equipment. The employee may also need to reach climb balance stoop kneel crouch and maintain visual verbal and auditory communication in a standard office environment and while working independently from remote locations. The employee must occasionally lift and/or move up to 20 pounds. This position requires the ability to travel independently overnight and/or work after hours as required by travel schedules or business needs.

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Required Experience:

Manager