Service Desk Manager
New York State Technology Enterprise Corporation (NYSTEC)Highlight
Summary
About the Role
About You
- Excellent communication, coaching, and stakeholder-management skills.
- Bias for action, structure, and continuous improvement.
- Proven success leading a service desk or IT support team in a metrics-driven environment.
- Strong familiarity with information technology service management (ITSM) platforms (Freshservice, ServiceNow, or similar).
- Demonstrated experience with Microsoft 365, Microsoft Entra ID (formerly Azure AD), Intune, and modern endpoint management.
- Possesses strong computer skills, including experience using Microsoft applications (e.g., Project, PowerPoint, Word, Excel, Outlook, Visio, SharePoint).
- Information Technology Infrastructure Library (ITIL) certification preferred.
Benefits
- Professional and flexible work culture that values balance, trust, and accountability.
NYSTEC is a nonprofit technology consulting company, advising organizations, agencies, institutions, and businesses since 1996. We are… -Experienced: Our highly skilled professionals work with clients on IT strategies, solutions, acquisitions, and security across industries. -Connected: We regularly collaborate with the Air Force Research Laboratory in Rome, NY, tapping into the AFRL’s knowledge base and technical expertise. -Responsive: Our specialized contract with New York State makes it easy for state, city, and local government agencies to work with us—even on short notice or under tight deadlines. -Unbiased: We’re independent and completely vendor-neutral—so we have our clients’ best interests at heart. At NYSTEC, we believe that our clients want more than just a quick fix or a one-size-fits-all service. They want tailored strategies on demand. They want technically optimized, cost-effective solutions. And they want a trusted partner to guide them as they plan for, acquire, and implement the right technology that enables them to see real business outcomes.