Service Desk Manager
About The Position
NYSTEC's service desk manager is accountable for delivering a world-class IT support experience for the organization's employees and consultants. This role owns the daily operation, performance, and continual improvement of the service desk - driving speed, quality, and transparency across incidents, requests, and end-user services. This role combines hands-on technical depth with disciplined service management and a passion for customer experience. This position is primarily on-site in Albany, with an expected regular presence in our Rome office to support staff and maintain a close connection with the team. While on-site engagement is central to the role's success, NYSTEC maintains a professional and flexible work culture that values balance, trust, and accountability.
Requirements
- Excellent communication, coaching, and stakeholder-management skills.
- Bias for action, structure, and continuous improvement.
- Proven success leading a service desk or IT support team in a metrics-driven environment.
- Strong familiarity with information technology service management (ITSM) platforms (Freshservice, ServiceNow, or similar).
- Demonstrated experience with Microsoft 365, Microsoft Entra ID (formerly Azure AD), Intune, and modern endpoint management.
- Possesses strong computer skills, including experience using Microsoft applications (e.g., Project, PowerPoint, Word, Excel, Outlook, Visio, SharePoint)
Nice To Haves
- Information Technology Infrastructure Library (ITIL) certification preferred.
Responsibilities
- Oversee the day-to-day operations of NYSTEC's service desk.
- Direct and supervise the IT service desk team, including work assignments, scheduling, professional development, performance management, and all aspects of the employee life cycle.
- Establish appropriate service level agreements and actively monitor service request activities to ensure that all requests are recorded, prioritized, and resolved within established expectations.
- Review service desk policies and practices and proactively refine with a mindset of continuous improvement, ensuring team compliance.
- Manage and coordinate technology-related incidents on behalf of the service desk.
- Supervise the monitoring of service uptime, maintenance windows, and scheduled service outages.
- Oversee and coordinate incident response and root cause analyses for any technology outages/emergency activities affecting NYSTEC.
- Supervise and coordinate the change management process on behalf of IT, ensuring that all impacts from planned projects, maintenance, and other IT activities have been thoroughly reviewed, scheduled, and communicated to all stakeholders.
- Use data and dashboards to measure performance, identify trends, and drive continuous improvement.
- Align the service desk with NYSTEC's service catalog and standard change framework.
- Manage onboarding and offboarding, endpoint readiness, and collaboration tool support (Microsoft 365 [M365], Microsoft Teams, Microsoft Intune, Windows Hello, etc.).
- Deliver an exceptional experience in every interaction, including clear communication, proactive follow up, and empathy for the end user.
- Champion automation, knowledge base expansion, and self-service capabilities.
- Partner with Facilities to maintain reliable technology and workplace infrastructure that supports hybrid work.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Administrative and Support Services
Number of Employees
101-250 employees
