Manager, Desktop & End User Services

The Manager, Desktop and End User Services oversees IT desktop service management and related IT operations at CSHL including, desktop engineering, patch management, asset management, access management, and software management. This role participates on the senior leadership team of IT and contributes actively to the strategy, communications, employee development, and continuous improvement of the organization.
 
Reporting to the Assistant Director, IT Infrastructure, the Manager, Desktop and End User Services leads a small technical team that supports key information technology services for CSHL end users. The role and their team represent the “face” of the CSHL IT user experience, and effectively understand and translate user issues into resolution or escalation to other IT teams, owning full accountability on behalf of IT to users.  Additionally, this role leads desktop and endpoint services, defining hardware and software standards in conjunction with stakeholders, and supporting procurement and configuration of workplace technology. The Manager, Desktop and End User Services maintains standards and SOPs, guides both short and long-term planning of the end user technology at CSHL including roadmap development, and actively pursues development of the to support the CSHL community.

Service Desk Management:

• Provides leadership and guidance to the service desk team, ensuring efficient and effective handling of user requests, incidents, and problems with a customer-centric approach.
• Defines and enforces service desk processes and procedures to ensure consistent and high-quality customer service and effective management of issues and incidents, including coordination between IT Service Desk (tier 1), tier 2 and tier 3 resources. 
• Collaborates with the service desk team to establish, publish, and monitor key performance indicators (KPIs) to measure service desk performance and identify areas for improvement.
• Maintains current knowledge of key technology trends, proactively preparing to assist the community with recommendations (e.g., features in new versions of Office, relevant AI use cases, restrictions, cybersecurity issues).
• Implements and maintains the IT and customer knowledge base.
• Communicates and builds strong collaborative relationships with key stakeholders.

• Implements best practice support models to improve client services including adoption of ITIL4 practices for service and application support, problem and incident management, end user technology management (inventory, configuration management, patching, desktop engineering), service level metrics, identity and access management, and management of continuous improvement.
• Provides support and/or services for provisioning, installation/configuration, and maintenance of IT client system hardware, peripherals, software, and related infrastructure. Sets standards for configurations and supports the CSHL community to adhere to these.
• Drives new initiatives such as mobile device support/management, endpoint security initiative execution.
• Ensures adherence to IT policies and provides support for both internal and external compliance audits.
• Develops and implements proactive maintenance and monitoring procedures to identify and address potential issues.
• Designs, documents, trains, and supports new procedures focusing on increased efficiency and employee development.

• Collaborates with the Information Security team to address vulnerabilities, monitor security incidents, and implement security best practices.
• Provides access management services with responsiveness and adherence to policy.

• Coordinates with vendors and/or other CSHL teams to procure necessary hardware, software, and services, ensuring cost-effective solutions that align with business needs.

• Motivated, committed, and energetic self-starter, dedicated to providing high quality and responsive IT services.
• Excellent organization, time management and prioritization skills to manage multiple projects, locations, and technology needs.
• Ability to manage user expectations, provide oversight and manage project tasks.
• Ability to prioritize initiatives across functional work areas for effective resource planning.
• Establishes a practical and working knowledge of business processes, interacts with key business partners to recommend solutions that best meet the strategic needs.
• Has a mindset to improve standards, simplify, enhance functionality and/or transition to solutions to improve supportability.
• Can motivate, lead and develop a team of diverse individuals with a variety of experience levels and skill sets.
• Provides leadership and management to skilled, support individual contributors. Responsible for performance appraisals and corrective action and makes recommendations on training, hiring and terminations.
• Direct Reports – Service Desk Technicians (Level 3, Level 2, Level 1)    

Compensation and Benefits: 

Our employees are compensated in many ways for their contributions to our mission, including competitive pay, exceptional health benefits, retirement plans, time off, a range of recognition, wellness programs, and access to an affordable and licensed on-site childcare center. Visit our CSHL Benefits site to learn more.