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Manager, IT Service Desk in Latham, NY at Angiodynamics, Inc.

Date Posted: 9/5/2018

Job Snapshot

  • Employee Type:
  • Location:
    Latham, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Directs and coordinates development and production activities of the IT Service Desk by performing the following duties personally or through team members.

Essential Duties and Responsibilities
  • Acts as a member of the IT Management team, leading, coaching, developing and engaging the IT Service Desk team, and the activities associated with the daily duties of the IT Service Desk, including budgeting and maintaining schedules.
  • Manages prioritization of work orders according to business needs, corporate strategy, technical feasibility and resource availability (people, money, time) with assistance from Senior Management.
  • Sets the direction and short/long term priorities of the IT Service Desk team, develops strategies and guidelines that are aligned with the departmental direction with the IT and Corporate goals/direction with assistance from Senior Management. Also, responsible for communicating the message within the department and to our customers.
  • Leads all corporate training with AngioDynamics employees as it relates to IT initiatives.
  • Suggests and implements process improvements as it relates to Service Desk activities.
  • Maintains an understanding of global IT needs and is responsible for advising technology decisions for AngioDynamics, including, but not limited to, acquisitions, new technologies, or localized implementations with assistance from Senior Management.
  • Follows corporate policies and controls to ensure data accuracy, security, and other items as they relate to business practices and/or legal and regulatory compliance.
  • Recommends security improvements and monitors and manages the client-side patch management process.
  • Consults with the internal business customer to analyze and understand their issues and to help find resolution.
  • Ensures all customer requests are accurately completed and closed within our agreed SLA timeframe.
  • Provides end user support, and implements system fixes when required.
  • Maintains an understanding of business needs, requirements and corporate vision as it relates to the calls they work on.
  • May be required to implement systems and new functionality according to business requirements.
  • May be required to define and document technical requirements and specifications for systems enhancements and implementations.
  • May be required to perform scheduled installation and upgrades to supported software, hardware and printing devices.
  • Manages inventory and asset management activities.
  • May be required to administer updates and maintains system software as it relates to supported AngioDynamics applications.
  • May be required to perform proactive system diagnostics, including performance, scalability, uptime, and other metrics.
  • Mentors other team members and demonstrates leadership in regards to technology decisions, directions and support through implementation and conceptualization of long-term needs of supported applications.
  • Defines, documents, and reports appropriate metrics to measure system and project team effectiveness.
  • Manages the afterhours and holiday call center schedule to ensure the departments availability is aligned with business need.
  • Leading the Service Desk team to consensus concerning the technical footprint.
  • Proposing the best technical solution to the business owners, possibly rethinking existing systems or processes to take advantage of new opportunities.
  • Manages projects in regards to system selection criteria, system design, project schedule, communication plan, and supporting documentation.
  • Fiscal Responsibility as it relates to projects, people, training, operational cost, and overall budget goals with assistance from Senior Management.
  • Manages vendor relationships (including, but not limited to software and consulting) as it relates to contracts, negotiations, procurement and maintenance with assistance from Senior Management.
  • Develops, implements, and monitors policies and controls to ensure data accuracy, security, and other items as they relate to business practices and/or legal and regulatory compliance with assistance from Senior Management.
  • Recruits, attracts and selects candidates with supporting internal partners.
  • Follows quality standards, role models the right behaviors and acts with unyielding integrity.
  • May perform other duties as assigned
  • Supervisory Responsibilities

Regulatory Responsibilities

  • Manages in order to ensure compliance with all relevant regulatory/legal requirements


  • Management - Establish and support a work environment of continuous improvement that supports the Quality Policy, Quality System and the appropriate regulations for the area they support. Ensure all employees are trained to do their work and their training is documented