Help Desk Manager

Team Overview
Provides Management to the Service Desk function, reporting metrics, the Bank’s inventory function as well as TSD staff as required.

Key Relationships

• Internal: Regular contact with all Bank staff; including Internal Audit, Compliance, Technology, and other employees.

• External: Direct contact with customers, software vendors, Office of Finance, consultants, Federal Housing Finance Agency, other FHLBanks, and other third parties.

Position Overview

• Reports to the Director, Technical Services.

• Manage responsibility for all levels of Service Desk.

• Prepares and maintains an annual budget for the Service Desk team.

Essential Job Function
 

Manage personnel

• Manage the Bank’s Service Desk personnel.

• Motivate and lead the Service Desk staff through example.

• Train staff as required.

Service Desk

• Responsible for proper ticket submission, ticket assignment, ticket closure, reporting to management and communication to the user. Also responsible for the creation and maintenance of the processes and procedures surrounding the help desk function.

Inventory Control

• Responsible to manage our current inventory, new inventory, and annual inventory process in an accurate fashion. Also responsible for the creation and maintenance of the processes and procedures surrounding the inventory function.

File Servers

• Perform Windows administration functions as required.

• Configure, implement, maintain, distribute, and document hardware and software.

• Monitor, manage, and document performance.

• Report significant capacity issues in a timely manner to the Director of Technical Services.

• Enterprise storage design administration and support as it relates to Windows applications.

• Develop and maintain disaster recovery procedures.

• Provide end user support as needed, to all levels at the Bank.

• Act as internal consultant to other IT functions and business groups as appropriate.

Application Support (Client Server and Web based)

• Work with the vendor and user in the planning, implementation, change control, testing, documentation, performance monitoring, capacity planning, problem resolution and disaster recovery setup for internet related platforms.

• Design, implement and support Microsoft and other Windows implemented solutions. This includes but is not limited to MS Office 365 and MS Exchange.

• Provide Support for the VPN.

LAN Administration

• Provide support and vendor interface for the LAN.

• Perform PC/LAN related assignments, such as budget assistance, preventive maintenance issues, support for hardware and operating systems acquired in the future, as requested by the Director of Technical Services.

• Fulfill administrative reporting requirements.

Other Duties

• Attend classes and trade shows related to the Bank’s technical environment.

• Carry out special tasks as assigned by the Director of Technical Services.

Requirements

Education

Bachelor’s degree preferred. Military or work experience may be considered in lieu of education.

Skills

• Manage the Bank’s help desk personnel.

• Manage the ServiceNow ticketing system. Responsible for proper ticket submission, assignment, ticket closure, and communication to the user.

• Ability to motivate and lead the Service Desk staff.

• Good negotiating skills.

• Manage the Bank’s desktop imaging process.

• Provide training and mentoring to staff as required.

• Provide yearly budget numbers for PC, laptop, printers, etc.

• Provide reporting or metric numbers monthly.

• Inventory control – responsible for the management of computer hardware and software inventory, the inventory process, and the annual inventory process.

• Communicates clearly and concisely, presents ideas in user-friendly language, and has strong interpersonal skills.

• Establishes and maintains effective working relationships at all levels.

• Excellent analytical, conceptual, and problem-solving abilities.

• Working knowledge of planning, project management and quality assurance as it relates to O/S administration and hardware/software implementation projects.

• Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.

• Strong customer service skills.

Technical Skills

• Strong working knowledge of the following operating systems:

• Windows OS - Server

• Windows OS – Desktop

• Working knowledge of security administration as it relates to Windows and Internet applications

• Support of VMware VDI.

• Support of WYSE/terminals.

• Support of iGel terminals

• Train users on WYSE/iGel terminals and VDI.

• Support of Mobile device Management.

• Support Mobile devices (iPad).

• Train users on use of iPad.

• Knowledge of various network architectures and protocols.

• Ability to support LAN, and internet environments.

• Familiar with SAN and enterprise storage solutions.

• Familiar with the following operating systems: UNIX (AIX, Solaris and Linux).

• Voice Over IP (telephone/fax) first level support.

• Audio Video (conference room) first level support.

Experience
A minimum of five-years of experience designing and supporting distributed processing environments.

Credentials
Technical certifications are considered a plus.

Managerial Scope

Yes, People Manager No, Individual Contributor

Base Salary Range: $185,000-$200,000

*Please note that visa sponsorship is not available for any position in the FHLBNY. *

The Federal Home Loan Bank of New York is committed to recruit, hire, develop, motivate, promote, retain, and compensate all applicants and employees in a nondiscriminatory manner without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a parent, disability, genetic information, military or veteran status, or any other characteristic protected by applicable law (including title VII of the Civil Rights Act of 1964).