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New York State Technology Enterprise Corporation (NYSTEC) · 9 hours ago

Service Desk Manager

Albany, NY

Full-time

Hybrid

Senior Level

$97K/yr - $126K/yr

7+ years exp

New York State Technology Enterprise Corporation (NYSTEC) is a nonprofit technology consulting company with a focus on delivering exceptional IT support. The Service Desk Manager will oversee the service desk operations, ensuring high-quality support for employees and consultants while fostering continuous improvement and effective team management.

CharityInformation TechnologyNon Profit

Work & Life Balance

No H1B

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

Qualification

IT service managementMicrosoft 365Leadership experienceITIL certificationStakeholder managementContinuous improvementCoaching skillsBias for actionCommunication skills

Required

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)

Preferred

Information Technology Infrastructure Library (ITIL) certification preferred

A bachelor's degree in information technology, computer science, or a related field (preferred) and seven years of relevant experience, with at least three years in a leadership role

An equivalent combination of education, training, and professional experience will be considered