Manager, IT Service Desk

About MCU

Municipal Credit Union (MCU) has been providing affordable financial products and convenient services to over 600,000 members since 1914. Our mission is to help hard-working New Yorkers build better tomorrows, and we strive to be the most loved financial institution in New York by helping our members achieve their financial goals.

Responsibilities

• Manage day-to-day operation of HD & DT staff - scheduling, incidentals, provisioning
• Steward Client Services processes - HD, DT, reporting
• Host daily standups - ownership of report and improvements
• Lead service desk service-delivery improvement program - conduct analysis of case traffic and devise responses and improvements
• Cook up support efforts with complimentary support teams
• Serve as incident management coordinator and lead RCA reporting
• Engage in outreach to constituent teams to gather information used for forecast future service-desk deliverables
• Continuously seek new ways to anticipate and meet constituent needs - conduct market research and surveys to gather feedback and formulate plans to improve service
• Guide career growth of the team - recruit new staff and plan career paths for existing staff - create growth opportunities for staff
• Own tracking system enhancement and evolution
• Lead 1st level monitoring and communications - build and maintain observability systems to detect and alert and respond as fast as possible
• Cook up coordination and arbitration of enterprise Change Management - articulate the process, system and adherence, reporting and metrics
• Lead and manage the deployment of new branch locations, including end-user PC rollout and setup
• Manage Active Directory, Intune, Microsoft Teams, and Exchange Online within a Microsoft 365 environment
• Manage IT asset management, including inventory tracking, lifecycle management, and asset accountability

Competencies

• Experience and training for leading people and teams, scheduling
• ITIL practitioner
• Comfortable leading meetings
• Analytical skills and experience with process improvement
• Diplomacy and customer service skills
• Incident management skills, comfortable taking lead in pressure situations
• Market research, data analysis
• Experience with business process platforms, understands how to make changes to improve performance
• Experience with recruiting, career planning, staff coaching
• Understanding of purchase order and accounting practices around asset acquisition and tracking - Experience with asset tracking systems, tagging and trend analysis
• Experience with observability systems, understanding of metrics monitoring and alerting
• Experience tracking and reporting on CM events
• Proven capability to manage and govern Active Directory, Intune, Microsoft Teams, and Exchange Online in a Microsoft 365 ecosystem
• Expertise in managing enterprise IT assets, including tracking, lifecycle control, and accountability across the asset lifecycle
• Leadership Competencies: Proven ability to manage change, Capacity to take calculated risks and innovate, Experience in setting a clear vision and developing effective strategies for IT service delivery, Relevant certifications (e.g., ITIL, Microsoft Certified, Security, etc..) are highly desirable

Qualifications and Requirements

• Minimum of ten years of experience in Help Desk or Service Desk management and leadership roles
• Five to ten years of hands-on experience with Microsoft applications, including Active Directory, Intune, Microsoft Teams, and Exchange Online
• Ten years of demonstrated ability to manage organizational change and drive process improvements
• Five years of experience in setting a clear vision and developing effective strategies for IT service delivery
• Relevant certifications (e.g., ITIL, Microsoft Certified, Security, etc..) are highly desirable
• Financial Industry experience preferred
• Five years of experience with asset management platforms
• Five years of experience coordinating new branch deployments, including desktop setup