IT Service Desk Manager

About Us:

NYSTEC is a nonprofit technology consulting company, advising agencies, organizations, institutions, and businesses since 1996. We're independent and vendor-neutral, so we have our clients' best interests at heart. At NYSTEC, we know that we succeed when individuals and teams flourish personally and professionally, so our benefits and perks support that mindset.

About the Role:

The IT service desk manager is responsible for NYSTEC's IT service desk and oversees day-to-day operations to ensure that customer service standards are met and that team processes are documented timely and efficiently. The IT service desk manager prepares and analyzes data to inform and assess the attainment of service desk performance standards. The IT service desk manager works closely with IT and non-IT staff to advance technology projects and other corporate priorities and serves as a primary point of contact for incident response.

Key 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 these standards with a mindset of continuous improvement; ensures 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 analysis 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.
• Design and deliver an exceptional service experience to maintain our superior workforce through communication, relationship building, and the execution of requests.
• Manage escalated issues, such as unresolved or complex user requests, user feedback, change management concerns, or unanticipated variables in a team project.
• Follow up on employee satisfaction issues and user-feedback responses.
• Manage budget and licenses for services managed by the service desk team.
• Must exercise a high degree of confidentiality.
• Demonstrate the NYSTEC Core Values and Behaviors and champion them among colleagues.
• Other duties as assigned.

About You:

Required Qualifications

• Regularly and customarily exercises discretion and independent judgment in making significant business decisions.
• Presents exceptional leadership skills with the ability to develop and communicate an IT services vision that aligns to the business strategy.
• Able to understand business needs and trends in technology and can translate them into opportunities for ongoing improvement.
• Excellent analytical and strategic conceptual thinking and strategic operations planning and execution.
• Deep knowledge of personal computing, Cisco Webex, Microsoft Teams, and end user support technologies, as well as Microsoft 365 and Azure platform knowledge.
• Advanced knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP) networks and network configuration.
• Digital dexterity with consumer gadgets, applications, and other technology services, along with the vision to see how they can improve employee agility and engagement.
• Strong practical knowledge of user-centered design methodologies and usability principles.
• Ability to write multi-step directions to communicate the process with team members or provide regular updates on status on projects using Slack or Teams. "
• Understands NYSTEC's mission, brand mindsets and core values and behaviors well enough to serve as a role model. Encourages and supports staff in aligning behavior and actions with the core values.

Preferred Qualifications

• Computing Technology Industry Association (CompTIA) A+, Information Technology Infrastructure Library (ITIL) foundation, and/or Microsoft 365 modern desktop administrator certification preferred.

Education and Experience

• A bachelor's degree in a professional specialty, preferably in information technology, computer science, engineering, or a related discipline and five years of relevant experience. An equivalent combination of education, training, and experience will be considered.

The pay range for this position is $91,761.00 to $126,172.00 per year.

It is NYSTEC's policy to provide equal employment opportunity (EEO) to all individuals, regardless of actual or perceived race, color, creed, religion, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), age, national origin, ancestry, citizenship status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, military service and veteran status, sexual orientation, marital status, or any other characteristic protected by local, state, or federal laws and ordinances. NYSTEC is strongly committed to this policy and believes in the concept and spirit of the law.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact recruitment@nystec.com if you require a reasonable accommodation to apply for or to perform this job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.

Learn more about NYSTEC by visiting www.nystec.com.