Service Desk Manager: Lead, Mentor & Optimize

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

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.