Desktop Support Manager

Job Description

Our client, a financial services firm in New York, is hiring a Desktop Support Manager to lead its IT help desk and day-to-day end-user support.

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Responsibilities

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• Act as the escalation point for difficult technical issues covering hardware (desktops, laptops, mobile), applications and network connectivity.
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• Lead the help desk team, owning schedules, performance management, training and mentoring.
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• Oversee ticketing and keep incident response and resolution within SLA.
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• Use help desk metrics to report on ticket trends, how the team is performing and where service is improving.
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• Support the technology needs of front-office, executive and remote users.
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• Coordinate onboarding and offboarding, from account provisioning to hardware deployment.
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• Work with the infrastructure, application support and cybersecurity teams on enterprise-wide issues.
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• Keep support within the firm's security policies, IT governance standards and the regulations that apply to financial firms.
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Requirements

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• Hands-on support experience across L1–L3, delivered in person at the desk, by phone and chat, and remotely.
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• Strong technical knowledge paired with leadership and operational management skills.
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• 1+ years leading or managing a help desk or service desk team.
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• Strong communication skills.
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• Financial services experience is a strong plus.
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• Experience with a ticketing platform is a plus.
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Hybrid schedule. Visa sponsorship is not available.

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The annual base salary range is $150,000 to $180,000. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things. Details about eligibility for bonus compensation (if applicable) will be finalized at the time of offer.