IT Service Desk Manager

Role Summary

Based in Princeton, New Jersey, this IT Service Desk Manager role operates in a hybrid model requiring three days in the office per week. The Manager, Information Technology (IT) Service Desk, is accountable for delivering high-quality, timely IT support services that align with business objectives. This role contributes to the development, implementation, and continuous improvement of Service Desk strategies, with a focus on service excellence and responsiveness to employee needs. The manager will assess current and future IT support requirements, representing the IT Operations team in strategic planning. Responsibilities include overseeing vendor relationships and managing internal staff to ensure performance meets service level agreements (SLAs), and leading customer-centric end-user support and computing services to enhance the overall employee experience.

Responsibilities

• Manages the internal IT Service Desk team at designated site, including team management, documentation, technology, vendors, policies, and processes for incident, problem, and request management.
• Oversee helpdesk partner to ensure quality service; communicate necessary changes and align with best practices.
• Ensure timely and appropriate response to user requests and incidents.
• Manage software installations, modifications, upgrades, and repairs on end user computing devices.
• Provide user training on the use of end user computing equipment, software, conference rooms, and IT policies.
• Responsible for managing end user devices to ensure reliable and secure usage. This encompasses all documentation, technologies, vendors, policies, and processes, including but not limited to: Pilot/Selection/Provisioning, Image Management, Patch Management, Anti-virus Management, License Management, Asset Management, Mobile Device Management, and Software Packaging and Distribution.
• Manage projects and evaluate new requests for new capabilities and technology.
• Research and recommend new technologies and solutions to enable innovation, solve business problems, or create efficiencies.
• Propose and implement enhancements (software and hardware updates) that will improve the performance and reliability of IT Systems.
• Ensure GxP and SOX compliant IT systems, processes, and procedures are followed and are compliant with corporate policies.
• Negotiate and place orders with common vendors.
• Oversee and guide a variety of personnel actions, including developing, mentoring, hiring, performance management and promotions.
• Participate in establishing and managing the IT Operations budget.
• Perform other duties as assigned.

Qualifications

• Strong understanding of desktop technologies, including Windows OSs, Active Directory, Microsoft 365 (Entra, Intune, Exchange), and imaging tools.
• A strategic thinker who understands trends in technology and can translate them into opportunities for ongoing improvement.
• Proven track record providing the highest levels of customer service to end users, including those at the executive level.
• Proven track record of documenting and implementing standard IT processes.
• Project coordination and management experience.
• Strong people management skills.
• Solid critical thinking and ability to solve complex problems.

Education

• Bachelor’s degree in information technology or related field. Targeting 5 years of progressively responsible experience within IT infrastructure management, including operations and service desk and/or end user device management. An equivalent combination of relevant education and experience may be considered.

Additional Requirements

• Must be able to travel domestically or internationally on occasion.