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

Career Developers•Manhattan, NJ

2d•Onsite

About The Position

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.

Requirements

Previous military background is required for this role.
Minimum 5 years of experience designing and supporting distributed processing environments.
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.
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.

Nice To Haves

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.
Bachelor's degree preferred.
Relevant military or professional work experience may be considered in lieu of a degree.
Technical certifications are considered a plus.

Responsibilities

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.