IT Service Desk Manager

Mechanical Dynamics & Analysis•Latham, NY

1d•$120,000 - $140,000

About The Position

Mechanical Dynamics and Analysis LLC, a world-class supplier of power generation services, parts, and repairs, has an immediate opening for a qualified individual who has a desire to join a growing organization and an appetite for diverse and technically challenging work. Our Culture: A Powerful Purpose At MD&A, we truly work together, as one team! We collaborate, we listen, we innovate. We put energy behind everything we do! Explore A Career with a Powerful purpose! The IT Service Desk Manager oversees a team of IT Service Desk Administrators throughout the United States including our Company headquarters and large manufacturing/machine shop locations. MD&A is looking for an individual to deliver a positive end-user support experience, advocate for user needs, and drive automation initiatives for service excellence while maintaining alignment with organizational goals.

Requirements

Bachelor’s degree in Information Technology or a related field.
5 or more years of IT experience with increasing levels of responsibility, including at least 2 years in leadership role.
Ability to clearly and effectively communicate complex technical concepts to non-technical audiences in writing and verbally in English.
Demonstrated proficiency in drafting detailed documentation, technical correspondence, and user-friendly guides.
Skilled in delivering presentations and facilitating discussions across diverse audiences, including individuals, small groups, and department-level meetings.
Strong active listening and interpersonal skills to ensure understanding and collaboration.
Regularly required to stand and walk for extended periods of time.
Frequently lift and/or move up to 25 pounds.
Occasionally lift and/or move up to 80 pounds.
The noise level in the work environment may be moderate to loud when in a manufacturing facility.
Hearing protection may be recommended and/or required in some areas.

Responsibilities

Lead and mentor team of end-user support personnel across multiple facilities.
Coordinate with other IT operations teams and IT leadership to ensure a smooth support experience.
Oversee administration of FreshService Enterprise Service Management platform.
Manage PC and Mobile device fleet using Intune Mobile Device Management
Ensure IT staff compliance with and adherence to support SLAs.
Act as an escalation point for service desk personnel and end-user support.
Enforce company and IT department policies.
Act as Microsoft 365 subject matter expert for modern workplace practices.
Offer remote and in-person training sessions for the enterprise end users to adopt modern workplace practices.
Develop and maintain accurate documentation as it relates to functions of IT and users.
Participate in after-hours support rotation and respond to critical incidents as needed.
Follows, maintains, and develops IT department standard operating procedures.
Troubleshoots and administers printers, copiers, fax machines, and other general use IT equipment.
Oversee onboarding, offboarding, and training of employees on IT systems and best practices.
Maintain accurate IT Inventory of company assets such as hardware and software to provide support for short-cycle requests and license compliance.
Act as Project Manager for special projects
Ensure project alignment with business objectives and requirements with the following responsibilities:
Define project scope, goals, deliverables, and success criteria
Coordinate Internal and external engineering resources
Track project performance and report regularly back to stakeholders
Travel to MD&A plants to support site IT staff needs.
Comply with all safety policies, practices and procedures reporting all unsafe activities to Management and/or Employee Health Services.
Participate in proactive team efforts to achieve departmental and company goals.
Maintain confidentiality by safeguarding sensitive information and ensuring it is not shared with unauthorized parties or used for personal gain
Always maintain the highest degree of honesty and integrity.