Manager, IT Service Desk (R2849)

As our Manager, IT Service Desk, you will be responsible for overseeing the day-to-day operations of our high-performing IT Service Desk team. The ideal candidate should possess a strong background in system administration and cloud platforms, coupled with the leadership skills needed to guide and elevate our IT Service Desk team. In this role, you will report to our Director of IT Operations and collaborate closely with the InfoSec, Infrastructure, and DevOps teams to ensure the IT Service Desk operates seamlessly and delivers high-quality support. Your work will directly contribute to the mission of Shield AI by ensuring that our IT infrastructure supports the development and deployment of innovative solutions that safeguard lives and strengthen national security. By maintaining and enhancing our service offerings, you will play a critical role in empowering our team to achieve excellence in all our endeavors.

• Lead and manage a high-performing team of system engineers, providing guidance and support to ensure high-quality work and effective communication within the team and with other departments.
• Monitor service requests and ensure proper triage and priority is assigned.
• Provide daily guidance on the focus of the IT Services team using the priorities and goals set by leadership.
• Ensure software and hardware updates are carried out smoothly and securely across various systems.
• Provide expertise and guidance for all related incidents and requests throughout the organization.
• Identify problematic areas and implement strategic solutions in a timely manner.
• Design, develop, implement, and coordinate systems, policies, and procedures to ensure adherence to security standards.
• Manage IT staff by recruiting, training, and coaching employees, and communicating job expectations.
• Oversee IT asset management within the organization, including the procurement, deployment, maintenance, and disposal of equipment and software.
• Continually monitor the industry to stay abreast of the latest technologies and trends while leveraging this knowledge to drive continuous improvement within the organization.
• Identify inefficiencies, functional overlap, synergies, and opportunities; implement solutions and close gaps.

• Typically requires a minimum of 10 years of related experience with a Bachelor’s degree; or 8 years and a Master’s degree; or a PhD with 5 years experience; or equivalent experience.
• Minimum 2+ years of experience in running a service desk, with 4+ years of prior technical experience.
• Demonstrable mastery of system administration, including installation, administration, and troubleshooting of various systems (Certifications in relevant fields will be a plus).
• Excellent communication skills; capable of developing collaborative partnerships with internal and external stakeholders, while improving transparency.
• Excellent knowledge of technical management, information analysis, and of computer hardware/software systems.
• Ability to effectively present to customers, team members, and senior leadership.
• Ability to excel in a fast-paced work environment and solve problems of varying levels of complexity.
• Demonstrated ability to create innovative solutions that create exceptional collaborative environments.
• Demonstrated record of working hard, being a trustworthy teammate, holding yourself and others to high standards, and being kind to others.
• Demonstrated ability to manage projects at scale and across functions with a high level of execution and quality.

• Proven working experience as an IT manager or relevant experience.
• Excellent leadership, management, and decision-making skills, with the ability to motivate and inspire a team of professionals.
• Experience building, leading, and mentoring direct reports while creating strong camaraderie and mission achievement.
• Strong project management skills, with the ability to manage multiple projects simultaneously and ensure that deadlines are met.
• Experience working with product development teams in an Agile or DevOps environment.

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