Manager, Service Desk

Federal Home Loan Bank of New York•New York, NY

10d•$185,000 - $200,000

About The Position

Provides Management to the Service Desk function, reporting metrics, the Bank’s inventory function as well as TSD staff as required. Reporting to the Director, Technical Services, the role manages the Service Desk at all levels and prepares and maintains the annual Service Desk budget.

Requirements

Good negotiating skills.
Communicates clearly and concisely, presents ideas in user-friendly language, and has strong interpersonal skills.
Establishes and maintains effective working relationships at all levels.
Excellent analytical, conceptual, and problem-solving abilities.
Working knowledge of planning, project management and quality assurance as it relates to O/S administration and hardware/software implementation projects.
Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
Strong customer service skills.
Strong working knowledge of Windows OS - Server
Strong working knowledge of Windows OS – Desktop
Working knowledge of security administration as it relates to Windows and Internet applications
Support of VMware VDI.
Support of WYSE/terminals.
Support of iGel terminals
Train users on WYSE/iGel terminals and VDI.
Support of Mobile device Management.
Support Mobile devices (iPad).
Train users on use of iPad.
Knowledge of various network architectures and protocols.
Ability to support LAN, and internet environments.
Familiar with SAN and enterprise storage solutions.
Familiar with UNIX (AIX, Solaris and Linux).
Voice Over IP (telephone/fax) first level support.
Audio Video (conference room) first level support.
A minimum of five-years of experience designing and supporting distributed processing environments.

Nice To Haves

Technical certifications are considered a plus.

Responsibilities

Manage personnel
Manage the Bank’s Service Desk team.
Motivate and lead the Service Desk staff through example.
Train staff as required.
Manage the Bank’s help desk personnel.
Responsible for proper ticket submission, ticket assignment, ticket closure, reporting to management and communication to the user.
Responsible for the creation and maintenance of the processes and procedures surrounding the help desk function.
Manage the Bank’s desktop imaging process.
Provide reporting or metric numbers monthly.
Perform Windows administration functions as required.
Configure, implement, maintain, distribute, and document hardware and software.
Monitor, manage, and document performance.
Report significant capacity issues in a timely manner to the Director of Technical Services.
Enterprise storage design administration and support as it relates to Windows applications.
Develop and maintain disaster recovery procedures.
Provide end user support as needed, to all levels at the Bank.
Act as internal consultant to other IT functions and business groups as appropriate.
Work with the vendor and user in the planning, implementation, change control, testing, documentation, performance monitoring, capacity planning, problem resolution and disaster recovery setup for internet related platforms.
Design, implement and support Microsoft and other Windows implemented solutions. This includes but is not limited to MS Office 365 and MS Exchange.
Provide Support for the VPN.
Provide support and vendor interface for the LAN.
Perform PC/LAN related assignments, such as budget assistance, preventive maintenance issues, support for hardware and operating systems acquired in the future, as requested by the Director of Technical Services.
Fulfill administrative reporting requirements.
Attend classes and trade shows related to the Bank’s technical environment.
Carry out special tasks as assigned by the Director of Technical Services.