MD&A ยท 2 days ago
IT Service Desk Manager
Latham, NY
Full-time
Onsite
Senior Level
$120K/yr - $140K/yr
5+ years expMD&A is a world-class supplier of power generation services looking for an IT Service Desk Manager to oversee a team of IT Service Desk Administrators. The role involves delivering a positive end-user support experience, advocating for user needs, and driving automation initiatives while ensuring alignment with organizational goals.
Oil & Energy
Responsibilities
Lead and mentor team of end-user support personnel across multiple facilities
Coordinate with other IT operations teams and IT leadership to ensure a smooth support experience
Oversee administration of FreshService Enterprise Service Management platform
Manage PC and Mobile device fleet using Intune Mobile Device Management
Ensure IT staff compliance with and adherence to support SLAs
Act as an escalation point for service desk personnel and end-user support
Enforce company and IT department policies
Act as Microsoft 365 subject matter expert for modern workplace practices
Offer remote and in-person training sessions for the enterprise end users to adopt modern workplace practices
Develop and maintain accurate documentation as it relates to functions of IT and users
Participate in after-hours support rotation and respond to critical incidents as needed
Follows, maintains, and develops IT department standard operating procedures
Troubleshoots and administers printers, copiers, fax machines, and other general use IT equipment
Oversee onboarding, offboarding, and training of employees on IT systems and best practices
Maintain accurate IT Inventory of company assets such as hardware and software to provide support for short-cycle requests and license compliance
Act as Project Manager for special projects
Ensure project alignment with business objectives and requirements with the following responsibilities:
Define project scope, goals, deliverables, and success criteria
Coordinate Internal and external engineering resources
Track project performance and report regularly back to stakeholders
Travel to MD&A plants to support site IT staff needs
Comply with all safety policies, practices and procedures reporting all unsafe activities to Management and/or Employee Health Services
Participate in proactive team efforts to achieve departmental and company goals
Maintain confidentiality by safeguarding sensitive information and ensuring it is not shared with unauthorized parties or used for personal gain
Always maintain the highest degree of honesty and integrity
Qualification
Required
Bachelor's degree in Information Technology or a related field
5 or more years of IT experience with increasing levels of responsibility, including at least 2 years in leadership role
Ability to clearly and effectively communicate complex technical concepts to non-technical audiences in writing and verbally in English
Demonstrated proficiency in drafting detailed documentation, technical correspondence, and user-friendly guides
Skilled in delivering presentations and facilitating discussions across diverse audiences, including individuals, small groups, and department-level meetings
Strong active listening and interpersonal skills to ensure understanding and collaboration
Company
MD&A
Mechanical Dynamics & Analysis (MD&A) provides power generation companies around the globe with a full-service OEM alternative for services, parts, and repairs.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Hugh Miles
President and CEO
Company data provided by crunchbase