> Markdown version of [/jobs/ext/644350-manager-it-service-desk](https://www.wearedevelopers.com/jobs/ext/644350-manager-it-service-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, IT Service Desk - **Company:** The Panther Group - **Location:** New York, NY, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Data Analysis, Microsoft Online Services, Inventory Management Software, Microsoft Software, Microsoft InTune, Performance Monitor - **Published:** June 25, 2026 - **Apply:** https://jobs.thepanthergrp.com/jb/Manager-IT-Service-Desk-Jobs-in-New-York-New-York/14136292 ## About the Role * 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 ## Description 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. ## Related Videos - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)