About the Role
Our client is seeking an experienced Manager, IT Service Desk & End User Computing to lead a high-performing technical support organization serving a multi-site healthcare environment.
This role is ideal for a hands-on technical leader who enjoys developing teams, improving service operations, and driving meaningful change. You'll oversee Service Desk and End User Computing operations while implementing IT Service Management (ITSM) best practices, improving operational metrics, and enhancing the overall end-user experience.
Success in this role requires a balance of strong technical expertise, leadership, process improvement, and customer service, with the ability to influence change across the IT organization.
Key Responsibilities
Technical Leadership & Team Development
- Lead, mentor, and develop a team of Service Desk and End User Computing professionals.
- Foster a culture of accountability, technical excellence, and exceptional customer service.
- Coach team members through regular feedback, career development, and technical mentoring.
- Drive operational improvements that increase team efficiency and service quality.
Service Management & Operational Excellence
- Own and continuously improve IT Service Management processes, including Incident, Request, Problem, Knowledge, Major Incident, and SLA Management.
- Monitor and manage service performance using KPIs, SLAs, dashboards, and operational metrics.
- Analyze trends to identify recurring issues, reduce ticket volume, and improve first-call resolution.
- Leverage ServiceNow to optimize workflows, reporting, automation, and knowledge management.
End User Computing
- Oversee endpoint lifecycle management, including deployment, support, asset management, refreshes, and mobile device management.
- Ensure reliable support for Microsoft 365, Windows, collaboration platforms, printing, conferencing, virtual desktops, and endpoint technologies.
- Support onboarding, offboarding, and identity management processes.
Healthcare Technology & Security
- Coordinate support for clinical technologies, EHR access, telehealth, and shared clinical workstations.
- Partner with Information Security on endpoint protection, MFA, identity management, and incident response.
- Ensure IT support processes align with HIPAA and organizational security standards.
Cross-Functional Collaboration
- Partner with infrastructure, security, applications, and business leaders to improve IT service delivery.
- Lead End User Computing initiatives while contributing to larger technology projects.
- Develop and maintain documentation, knowledge articles, operational procedures, and self-service resources.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 5+ years of progressive experience supporting enterprise IT operations, End User Computing, or Service Desk environments.
- 3+ years leading Help Desk, Service Desk, or EUC teams.
- Strong technical background supporting Microsoft technologies, endpoint management, identity management, and enterprise desktop environments.
- Hands-on experience with ServiceNow or another enterprise ITSM platform.
- Strong understanding of ITIL and IT Service Management best practices.
- Experience building and reporting on KPIs, SLAs, operational dashboards, and service metrics.
- Proven ability to lead teams through operational improvements and organizational change.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- Healthcare or other highly regulated industry experience.
- Microsoft 365, Azure, Endpoint Administrator, Security, or ITIL certifications.
- Experience supporting Azure Virtual Desktop or similar technologies.
- Familiarity with AI-enabled productivity and IT support tools.
Why Join
- Lead a highly visible IT support function serving a growing multi-site organization.
- Opportunity to modernize Service Desk operations and drive meaningful process improvements.
- Balance technical leadership with people leadership in a collaborative environment.
- High-impact role with opportunities to shape service delivery, team performance, and operational excellence.
- This role will require you to be in office on site in Tarrytown NY.
- The salary range for this position is 100,000-110,000
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