About MCUAt Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.MissionTo help hard-working New Yorkers build better tomorrowsVisionBe New York's most loved financial institution by helping our members build their best financial futuresResponsibilitiesManage day-to-day operation of HD & DT staff – scheduling, incidentals, provisioningSteward Client Services processes – HD, DT, reportingHost daily standups – ownership of report and improvementsLead service desk service-delivery improvement program – conduct analysis of case traffic and devise responses and improvementsCoordinate support efforts with complimentary support teamsServe as incident management coordinator and lead RCA reportingEngage in outreach to constituent teams to gather information used for forecast future service-desk deliverables – continuously seek new ways to anticipate and meet constituent needs; conduct market research and surveys to gather feedback and formulate plans to improve serviceOwnership of tracking system enhancement and evolutionGuide career growth of the team – recruit new staff and plan career paths for existing staff; create growth opportunities for staffOwnership of the client asset tracking practice and system – ensure all equipment is tracked, updated and recovered over the items' lifecycle; maintain inventory of deployable equipment; coordinate ITADLead 1st level monitoring and communications – build and maintain observability systems to detect and alert and respond as fast as possibleCoordinate and arbitrate enterprise Change Management – articulate the process, system and adherence, reporting and metricsLead and manage the deployment of new branch locations, including end-user PC rollout and setupManage Active Directory, Intune, Microsoft Teams, and Exchange Online within a Microsoft 365 environmentManage IT asset management, including inventory tracking, lifecycle management, and asset accountabilityCompetenciesExperience and training for leading people and teams, schedulingITIL practitionerComfortable leading meetingsAnalytical skills and experience with process improvementDiplomacy and customer service skillsIncident management skills, comfortable taking lead in pressure situationsMarket research, data analysisExperience with business process platforms, understands how to make changes to improve performanceExperience with recruiting, career planning, staff coachingUnderstanding of purchase order and accounting practices around asset acquisition and tracking – experience with asset tracking systems, tagging and trend analysisExperience with observability systems, understanding of metrics monitoring and alertingExperience tracking and reporting on CM eventsProven capability to manage and govern Active Directory, Intune, Microsoft Teams, and Exchange Online in a Microsoft 365 ecosystemExpertise in managing enterprise IT assets, including tracking, lifecycle control, and accountability across the asset lifecycleLeadership CompetenciesProven ability to manage changeCapacity to take calculated risks and innovateExperience in setting vision and strategyLead by example and encourage team in developing adaptabilitySuccessful in communicating effectivelyPrioritizes the development of othersThinking that values diversity and differenceProven ability to build and maintain relationships at all levels of the organizationSkilled at managing effective teams and work groups that default to action, are accountable, and take ownership of workQualifications and RequirementsMinimum of ten years of experience in Help Desk or Service Desk management and leadership rolesFive to ten years of hands‑on experience with Microsoft applications, including Active Directory, Intune, Microsoft Teams, and Exchange OnlineTen years of demonstrated ability to manage organizational change and drive process improvementsFive years of experience in setting a clear vision and developing effective strategies for IT service deliveryRelevant certifications (e.g., ITIL, Microsoft Certified, Security, etc.) are highly desirableFinancial Industry experience preferredFive years of experience with asset management platformsFive years of experience coordinating new branch deployments, including desktop setupWhy you'll be a good fitResults – We are passionate about winningAgility – We proactively anticipate, respond and pivot to ensure MCU winsIntegrity – We operate with the highest ethical standards and honestyBelonging – We cultivate a culture of inclusion and teamworkOwnership – We take personal responsibility and hold ourselves accountable for the resultsWhy You'll Love Working HereThe pay range for this position is between \$93,200-155,790 annually. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for a discretionary bonus, 401(k) with a 6% employer match per pay period. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.#J-18808-Ljbffr