IT Help Desk Manager Service Desk Manager (Must have a past Military Background)

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Help Desk Manager / Service Desk Manager (Must have a past Military Background to be considered for this role)
Location: Midtown Manhattan
Salary: $185000-$200000

• Previous military background is required for this role.
• Minimum 5 years of experience designing and supporting distributed processing environments with strong hands-on technical support experience.
• Proven experience managing and developing Service Desk/Help Desk personnel including training mentoring performance leadership and workload management.
• Strong hands-on experience with ServiceNow including ticket submission assignment closure user communication processes procedures reporting and metrics.
• Strong working knowledge of Windows Server and Windows Desktop operating systems.
• Experience supporting VMware VDI environments and endpoint/terminal technologies.
• Experience managing hardware and software inventory including annual inventory processes and controls.
• Ability to manage Service Desk metrics reporting processes procedures and technology budgets.
• Strong customer service communication analytical troubleshooting and problem-solving skills.
• Ability to communicate technical concepts in user-friendly language and build effective relationships with employees leadership vendors and other stakeholders.

My growing client is seeking an experienced Help Desk Manager / Service Desk Manager to lead its Service Desk operation while remaining actively involved in the technical environment. This position reports to the Director of Technical Services and combines people leadership ServiceNow administration end-user support infrastructure support inventory management reporting budgeting and vendor coordination.

The Help Desk Manager will:

• Lead motivate train mentor and manage Service Desk personnel while fostering a strong customer service culture.
• Manage all levels of the Service Desk function and ensure issues are handled efficiently and communicated clearly to users.
• Oversee ServiceNow ticket submission assignment escalation closure reporting and user communication.
• Develop maintain and continuously improve Service Desk processes procedures documentation and reporting.
• Prepare and maintain the annual Service Desk budget and provide yearly budget requirements for PCs laptops printers and related technology.
• Produce monthly Service Desk metrics and management reporting.
• Manage computer hardware and software inventory including new inventory and the annual inventory process.
• Manage the desktop imaging process.
• Perform Windows administration and support functions as required.
• Configure implement maintain distribute and document hardware and software.
• Monitor system performance and capacity and escalate significant capacity issues to Technical Services leadership.
• Support enterprise storage as it relates to Windows applications.
• Develop and maintain disaster recovery procedures.
• Provide end-user technical support across all organizational levels.
• Support Microsoft 365 Microsoft Exchange VPN VMware VDI WYSE terminals iGel terminals mobile device management and iPads.
• Train users on VDI WYSE/iGel terminals iPads and other supported technologies as needed.
• Support LAN environments and coordinate with technology vendors.
• Provide first-level support for VoIP telephone/fax systems and conference-room audio/video technology.
• Participate in planning implementation testing change control documentation performance monitoring capacity planning problem resolution and disaster recovery for client/server and web-based applications.
• Serve as an internal technical consultant to IT functions and business groups.
• Coordinate effectively with internal stakeholders vendors consultants regulators and other external parties.

Required

• Minimum 5 years of experience designing and supporting distributed processing environments.
• Demonstrated experience managing Help Desk or Service Desk personnel.
• Hands-on ServiceNow experience.
• Strong Windows Server and Windows Desktop knowledge.
• Experience with Service Desk processes ticket management reporting metrics and documentation.
• Experience managing hardware/software inventory and inventory-control processes.
• Experience supporting VMware VDI.
• Knowledge of Windows and internet application security administration.
• Knowledge of network architectures and protocols with the ability to support LAN and internet environments.
• Working knowledge of planning project management and quality assurance related to operating-system administration and hardware/software implementations.
• Excellent analytical conceptual troubleshooting and problem-solving abilities.
• Strong customer-service orientation and ability to communicate technical information clearly to nontechnical users.
• Strong interpersonal and relationship-building skills with the ability to work effectively across organizational levels.
• Ability to adjust to shifting priorities demands and timelines.

Additional Technical Experience

Experience supporting or working with WYSE terminals iGel terminals mobile device management iPads SAN/enterprise storage solutions Microsoft 365 Microsoft Exchange VPNs VoIP and conference-room audio/video technology is valuable.

Familiarity with UNIX environments including AIX Solaris and Linux is also beneficial.

Education & Certifications

Bachelors degree preferred. Relevant military or professional work experience may be considered in lieu of a degree.

Technical certifications are considered a plus.

Help Desk Manager Service Desk Manager ServiceNow Windows Server VMware VDI IT Support Manager Technical Support Manager Service Desk Help Desk Windows Desktop Microsoft 365 Microsoft Exchange endpoint support desktop support IT operations IT inventory management hardware inventory software inventory desktop imaging VDI support iGel WYSE mobile device management MDM VPN LAN administration SAN enterprise storage disaster recovery ITIL ticket management ServiceNow reporting IT metrics people management technical support leadership customer service.