Help Desk Manager / Service Desk Manager

Career Developers, Inc.; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Career Developers, Inc. is seeking an experienced Help Desk Manager to lead its Service Desk operations in Midtown Manhattan.

The role blends people leadership with hands-on ServiceNow administration, end-user and infrastructure support, inventory control, budgeting, and vendor coordination. You will manage Service Desk processes, measure performance with metrics, and ensure effective communication to users.

Qualifications

• Minimum 5 years of experience designing and supporting distributed processing environments.
• Demonstrated experience managing Help Desk or Service Desk personnel.
• Strong Windows Server and Windows Desktop knowledge.
• Experience with Service Desk processes, ticket management, reporting, metrics, and documentation.
• Experience managing hardware/software inventory and inventory-control processes.
• Experience supporting VMware VDI.
• Knowledge of network architectures and protocols; LAN and internet environments.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Strong customer-service orientation and ability to communicate technical information clearly to nontechnical users.
• Strong interpersonal and relationship-building skills.
• Ability to adjust to shifting priorities.

Responsibilities

• Lead, motivate, train, mentor, and manage Service Desk personnel.
• Oversee ServiceNow ticket submission, assignment, escalation, closure, reporting, and user communication.
• Develop, maintain, and improve Service Desk processes, procedures, documentation, and reporting.
• Prepare and maintain the annual Service Desk budget and provide yearly budget requirements for PCs, laptops, and related technology.
• Produce monthly Service Desk metrics and management reporting.
• Manage computer hardware and software inventory, including annual inventory processes.
• Manage the desktop imaging process.
• Provide end-user technical support across all organizational levels.
• Train users on VDI, WYSE/iGel terminals, iPads, and other supported technologies.
• Support LAN environments and coordinate with technology vendors.
• Provide first-level support for VoIP telephone/fax systems and conference-room AV technology.
• Participate in planning, testing, change control, documentation, performance monitoring, capacity planning, and disaster recovery for client/server and web-based applications.
• Serve as an internal technical consultant to IT functions and business groups.
• Coordinate effectively with internal stakeholders, vendors, consultants, regulators, and other external parties.

Skills

Military background

Distributed processing experience

Help Desk leadership

Customer service orientation

Analytical problem solving

Clear communicatio with nontechnical

Vendor coordination

Education

Bachelor's degree preferred

Tools

ServiceNow

Windows Server

Windows Desktop

VMware VDI

WYSE terminals

iGel terminals

Microsoft 365

VoIP systems

Job description

Location: Midtown Manhattan

Must have the following

• Previous military background is required for this role.
• Minimum 5 years of experience designing and supporting distributed processing environments, with strong hands‑on technical support experience.
• Proven experience managing and developing Service Desk/Help Desk personnel, including training, mentoring, performance leadership, and workload management.
• Strong hands‑on experience with ServiceNow, including ticket submission, assignment, closure, user communication, processes, procedures, reporting, and metrics.
• Strong working knowledge of Windows Server and Windows Desktop operating systems.
• Experience supporting VMware VDI environments and endpoint/terminal technologies.
• Experience managing hardware and software inventory, including annual inventory processes and controls.
• Ability to manage Service Desk metrics, reporting, processes, procedures, and technology budgets.
• Strong customer service, communication, analytical, troubleshooting, and problem‑solving skills.
• Ability to communicate technical concepts in user‑friendly language and build effective relationships with employees, leadership, vendors, and other stakeholders.

Responsibilities

My growing client is seeking an experienced Help Desk Manager / Service Desk Manager to lead its Service Desk operation while remaining actively involved in the technical environment. This position reports to the Director of Technical Services and combines people leadership, ServiceNow administration, end‑user support, infrastructure support, inventory management, reporting, budgeting, and vendor coordination.

• Lead, motivate, train, mentor, and manage Service Desk personnel while fostering a strong customer service culture.
• Manage all levels of the Service Desk function and ensure issues are handled efficiently and communicated clearly to users.
• Oversee ServiceNow ticket submission, assignment, escalation, closure, reporting, and user communication.
• Develop, maintain, and continuously improve Service Desk processes, procedures, documentation, and reporting.
• Prepare and maintain the annual Service Desk budget and provide yearly budget requirements for PCs, laptops, printers, and related technology.
• Produce monthly Service Desk metrics and management reporting.
• Manage computer hardware and software inventory, including new inventory and the annual inventory process.
• Manage the desktop imaging process.
• Perform Windows administration and support functions as required.
• Configure, implement, maintain, distribute, and document hardware and software.
• Monitor system performance and capacity and escalated significant capacity issues to Technical Services leadership.
• Support enterprise storage as it relates to Windows applications.
• Develop and maintain disaster recovery procedures.
• Provide end-user technical support across all organizational levels.
• Train users on VDI, WYSE/iGel terminals, iPads, and other supported technologies as needed.
• Support LAN environments and coordinate with technology vendors.
• Provide first-level support for VoIP telephone/fax systems and conference‑room audio/video technology.
• Participate in planning, implementation, testing, change control, documentation, performance monitoring, capacity planning, problem resolution, and disaster recovery for client/server and web-based applications.
• Serve as an internal technical consultant to IT functions and business groups.
• Coordinate effectively with internal stakeholders, vendors, consultants, regulators, and other external parties.

Technology / Marketing / Accounting / Healthcare

• Device management, and iPads.

Additional Technical Experience

• Experience supporting or working with WYSE terminals, iGel terminals, mobile device management, iPads,
• SAN/enterprise storage solutions, Microsoft 365, Microsoft Exchange, VPNs, VoIP, and conference‑room audio/video technology is valuable.
• Familiarity with UNIX environments, including AIX, Solaris, and Linux, is also beneficial.

Requirements

• Minimum 5 years of experience designing and supporting distributed processing environments.
• Demonstrated experience managing Help Desk or Service Desk personnel.
• Strong Windows Server and Windows Desktop knowledge.
• Experience with Service Desk processes, ticket management, reporting, metrics, and documentation.
• Experience managing hardware/software inventory and inventory-control processes.
• Experience supporting VMware VDI.
• Knowledge of Windows and internet application security administration.
• Knowledge of network architectures and protocols with the ability to support LAN and internet environments.
• Working knowledge of planning, project management, and quality assurance related to operating‑system administration and hardware/software implementations.
• Excellent analytical, conceptual, troubleshooting, and problem‑solving abilities.
• Strong customer‑service orientation and ability to communicate technical information clearly to nontechnical users.
• Strong interpersonal and relationship‑building skills with the ability to work effectively across organizational levels.
• Ability to adjust to shifting priorities, demands, and timelines.

Education & Certifications

Bachelor's degree preferred. Relevant military or professional work experience may be considered in lieu of a degree.

Technical certifications are considered a plus.