Manager, IT Service Desk

Job Description

Job Description

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Responsibilities:

Specific duties include, but are not limited to, the following:

• 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
• 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.

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 vision and strategy
• Lead by example and encourage team in developing adaptability
• Successful in communicating effectively
• Prioritizes the development of others
• Thinking that values diversity and difference
• Proven ability to build and maintain relationships at all levels of the organization
• Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work

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

Why you'll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

Why You’ll Love Working Here:

The pay range for this position is between $93,200-155,790 annually. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for a discretionary bonus, 401(k) with an 6% employer match per pay period. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.