Manager, Service Desk

Federal Home Loan Bank of New York; New York (NY); On-site; USD 185,000 - 200,000; Full time

Job summary

Federal Home Loan Bank of New York seeks a senior IT leader to manage the Service Desk, budget, and related IT support functions. This role oversees desktop imaging, application support, LAN administration and end-user services, ensuring high-quality incident response and performance reporting.

The ideal candidate has at least five years in distributed processing environments, strong governance, and excellent communication. Bachelor’s degree preferred; visa sponsorship is not available.

Qualifications

• Bachelor’s degree preferred; military or work experience may be considered in lieu of education.
• A minimum of five years of experience designing and supporting distributed processing environments.
• Technical certifications are considered a plus.

Responsibilities

• Manage the Bank’s Service Desk team and lead staff through example.
• Motivate and train staff; manage help desk personnel and budget.
• Provide regular reporting and metrics to leadership.
• Oversee desktop imaging, software/hardware provisioning, and incident resolution across the Bank.

Skills

Negotiation

Communication

Relationships

Analytical thinking

Planning & PM

Priorities flexibility

Customer service

Education

Bachelor’s degree

Tools

VMware VDI

WYSE terminals

iGel terminals

Mobile Device Management

iPad

SAN storage

Job description

Team Overview

Provides Management to the Service Desk function, reporting metrics, the Bank’s inventory function as well as TSD staff as required.

Team Overview

Provides Management to the Service Desk function, reporting metrics, the Bank’s inventory function as well as TSD staff as required.

Key Relationships

• Internal: Regular contact with all Bank staff; including Internal Audit, Compliance, Technology, and other employees.
• External: Direct contact with customers, software vendors, Office of Finance, consultants, Federal Housing Finance Agency, other FHLBanks, and other third parties.

Reporting to the Director, Technical Services, the role manages the Service Desk at all levels and prepares and maintains the annual Service Desk budget.

Essential Job Function

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.

Service Desk

• Responsible for proper ticket submission, ticket assignment, ticket closure, reporting to management and communication to the user. Also 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. the user.

Inventory Control

File Servers

• 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.

Application Support (Client Server and Web based)

• 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.

LAN Administration

• 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.

Other Duties

• Attend classes and trade shows related to the Bank’s technical environment.
• Carry out special tasks as assigned by the Director of Technical Services.

Requirements

Skills

• 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.

Technical Skills

• Strong working knowledge of the following operating systems:
• Windows OS - Server
• 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 the following operating systems: UNIX (AIX, Solaris and Linux).
• Voice Over IP (telephone/fax) first level support.
• Audio Video (conference room) first level support.

Experience

A minimum of five-years of experience designing and supporting distributed processing environments.

Credentials

Technical certifications are considered a plus.

Education

Bachelor’s degree preferred. Military or work experience may be considered in lieu of education.

Base Salary Range: $185,000-$200,000

*Please note that visa sponsorship is not available for any position in the FHLBNY.

The Federal Home Loan Bank of New York is committed to recruit, hire, develop, motivate, promote, retain, and compensate all applicants and employees in a nondiscriminatory manner without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a parent, disability, genetic information, military or veteran status, or any other characteristic protected by applicable law (including title VII of the Civil Rights Act of 1964).