Manager, IT Service Desk

Manager, IT Service Desk Specific duties include, but are not limited to, the following:

• Manage day-to-day operation of Helpdesk & Desktop staff - scheduling, incidentals, provisioning, 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
• Coordinate 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
• Ownership of tracking system enhancement and evolution
• Guide career growth of the team - recruit new staff and plan career paths for existing staff - create growth opportunities for staff
• Ownership of the client asset tracking practice and system - ensure all equipment is tracked, updated and recovered over the items' lifecycle - maintain inventory of deployable equipment - coordinate ITAD
• Lead 1st level monitoring and communications - build and maintain observability systems to detect and alert and respond as fast as possible
• Coordinate and arbitrate 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.

• Expertise in managing enterprise IT assets, including tracking, lifecycle control, and accountability across the asset lifecycle.
• Proven capability to manage and govern Active Directory, Intune, Microsoft Teams, and Exchange Online in a Microsoft 365 ecosystem.
• Experience and training for leading people and teams, scheduling.
• ITIL practitioner.
• Skilled in 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.

Leadership Competencies:

• Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work
• Experience in setting vision and strategy with a Proven ability to manage change
• Proven ability to build and maintain relationships at all levels of the organization
• Capacity to take calculated risks and innovate
• Successful in communicating effectively, * 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

Ashley Dineen has been with The Panther Group since 2009 and has worked within many areas of the company including payroll, compliance, on-boarding, recruitment, and client management.