Job Description

Job role : IT Service Desk Management Consultant

Duration : 8 10 weeks

Location : One World Trade Center 285 Fulton Street, New York, NY 10007 hybrid 2-3 days/week

Project Overview

Client is seeking a IT Service Desk Management (Hands on) Consultant to temporarily fill a leadership gap while the current manager transitions into a more strategic role. This consultant will act as the Director's right hand, overseeing day-to-day service desk operations and driving key initiatives forward.

Key Responsibilities

• Provide hands-on leadership and oversight of the service desk team.
• Develop and execute short-term strategy to improve service desk operations.
• Support and manage initiatives including:
  • Nextiva VoIP Migration: Assist in migrating two subsidiaries to Nextiva; experience with VoIP providers and project coordination required.
  • Adobe Consolidation: Lead the effort to consolidate subsidiary accounts into the parent company's Adobe environment.
  • Runbook & Process Optimization: Improve documentation, workflows, and service desk procedures.
  • Access Matrix Development: Build out an access matrix for a new application; organize security groups and define functional roles.
  • RBAC Strategy: Support the shift toward a role-based access control (RBAC) model; analyze roles and permissions across entities.
• Utilize tools like Active Directory / Entra ID to streamline access and identity management.
• Balance strategic planning with tactical execution; able to design processes and jump in hands-on when needed.

Ideal Candidate Profile

• Proven experience managing or leading a service desk team.
• Strong understanding of IT service management, end-user support, and process improvement.
• Experience with VoIP systems (Nextiva preferred), Adobe enterprise environments, and access management.
• Familiarity with Active Directory and Entra ID.
• Comfortable working in a hybrid environment and engaging with cross-functional teams.
• Strategic thinker with the ability to execute and drive initiatives independently.

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