What are the responsibilities and job description for the Manager, Technology Service Desk position at BHG Financial?
Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture centered around transforming talented employees into effective business leaders? Then BHG Financial is the place for you.
In 2001, we started with an idea, an opportunity, and $25,000. Back then, our focus was strictly on serving those in the medical industry. With healthcare in our heritage, we soon expanded to serve high-earning professionals in many other industries, providing all with leading-edge financial solutions, including our extensive network of community banks.
Today, BHG Financial has firmly established its legacy as a leader in the financial services space. Founded on the philosophy of a better way to borrow, we are dedicated to helping accomplished professionals, small businesses, and institutions build upon their success through innovative financial solutions, a hassle-free process, and personalized concierge service.
Our relentless commitment to the success of our customers is part of what has made BHG Financial thrive. We take a 360-degree view of our customers to tailor the best solutions for their financial aspirations. Today's professionals have multiple sources of income, not just their paycheck. Therefore, it is essential to factor those in when making responsible lending decisions. Our continued focus on data, analytics, and proprietary modeling has enabled faster funding for our customers.
From business to personal loans to relationships with community banks, the country’s top professionals and business owners rely on us for our exceptional financial solutions and concierge service to continue their success and legacy.
Who You Are
The Technology Services Engineering Manager at BHG Financial is a strategic and hands-on leader responsible for delivering exceptional end-user support across a diverse technology landscape. This role oversees the daily operations of the Service Desk team, ensuring the timely resolution of technical issues, seamless onboarding experiences, and consistent service excellence.
The manager will support BHG’s user endpoint systems and applications, providing front-line support for Windows 11, macOS, iOS, Android, and AV technologies in conference rooms. The role also includes supporting Zoom, MS Teams, and other collaboration platforms to ensure smooth virtual and hybrid meeting experiences. The ideal candidate possesses a strong technical background, exceptional problem-solving skills, and a customer-first mindset, with proficiency in service management ticketing, such as Jira Service Management, and enterprise software such as Microsoft 365, VPN clients, RingCentral, and Remote Desktop. They excel at multitasking across platforms, guiding service engineers through performance management, project assignments, and professional development, while continuously improving processes and documentation. This role is critical to maintaining operational continuity, driving user satisfaction, and aligning IT support with BHG’s broader infrastructure and business goals.
What You'll Do
- Operational control: Oversee daily operations to ensure compliance with standards and achieve organizational objectives.
- Shift scheduling: Manage shift scheduling to optimize staff coverage and operational efficiency.
- KPI accountability: Monitor key performance indicators (KPIs), such as First Response Time, Resolution Time, Ticket Volume Trends, Backlog Volume, First Contact Resolution Rate, Reopen Rate, Escalation Rate, SLA Compliance Rate, Onboarding Readiness Rate, Process Improvement Implementation Rate, etc., to ensure alignment with performance targets and operational goals.
- Service level adherence: Address all customer cases promptly within established SLA requirements and handle them professionally.
- Quality assurance: Maintain high service delivery standards while continuously improving customer satisfaction.
- Staff Coordination: Provide guidance and performance feedback to non-supervisory staff, ensuring alignment with operational goals and fostering accountability through clear direction and support.
- Workflow Management: Strategically plan and oversee the workflow and time management of staff, assigning daily tasks and setting clear deadlines.
- Best Practices Implementation: Assess current practices, implement best practice standards, and drive continuous improvement within the team.
- Performance Reporting: Prepare and present comprehensive performance reports, evaluating team output and operational efficiency on Service Requests, Incidents, and Projects.
- IT Inventory Control: Ensure a rigorous IT inventory process is maintained, including adherence to preventative maintenance schedules and protocols.
- Warehousing Logistics: Responsible for the maintenance and upkeep of the IT equipment warehouse, ensuring that there is sufficient inventory on-hand to meet business needs, all equipment is organized, functional, and in optimal condition for use, and equipment is delivered in a timely fashion.
- Program Development: Develop and implement programs and procedures designed to enhance the effectiveness and efficiency of IT systems and operations.
- Hardware and Software Management: Oversee the management, installation, maintenance, and support of end-user hardware and software applications.
- Training and Utilization: Facilitate the continued and expanded use of technology resources through effective implementation and coordination of training programs.
- Hardware and Software Management: Oversee the management, installation, maintenance, and support of end-user hardware and software applications.
What You'll Need
- A bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- 5 years of experience in technical support or service engineering, with a minimum of 2 years in a leadership or managerial role.
- Strong understanding of ITIL principles and service management best practices.
- Proficiency in enterprise ticketing platforms (e.g., Jira Service Management, ServiceNow, etc.)
- Familiarity with endpoint management tools such as Tanium, Microsoft Intune, Jamf, etc.
- Knowledge of Active Directory, Microsoft 365, and common desktop/network troubleshooting techniques.
- Deep understanding of Windows 11 system architecture, Group Policy, registry management, driver integration, troubleshooting methodologies, and integration with MDM platforms like Intune and Tanium.
- Proficient in managing macOS environments, including system preferences, Terminal commands, software deployment, and integration with MDM platforms like JAMF, Intune, and Tanium.
- Skilled in configuring, securing, and supporting mobile devices using MDM tools (e.g., Intune, Apple Business Manager, Android Enterprise).
- Experience with the installation, maintenance, and support of end-user hardware and software applications on Windows, macOS, iOS, and Android platforms.
- Experience with the installation, maintenance, and support of Audio-Visual hardware and software in conference rooms.
- Ability to work at a computer for 8 hours/day
- Fine motor manipulation using a computer (mouse/keyboard)
- Ability to lift 50lbs several times weekly
- In office presence daily with the local team
- Travel to other locations for support needs
- Regular visits to the remote team
Life at BHG Financial
At BHG Financial, we work hard and aren’t afraid to take risks. Since the beginning, our core values of PMA (positive mental attitude), team player, and loyalty have been the driving force behind every interaction we have between each other and our customers. We have a healthy respect for the daily grind, yet we value work/life balance. We believe that all employees should have the opportunity to lead and that good ideas can come from anyone. From the top down, our leaders are actively involved not only in strategic oversight and running the business, but also in the well-being and growth of all employees. We consider people our #1 asset, and help employees realize their full potential, set and exceed their goals, and explore new opportunities for personal and professional development.
Why You Should Join BHG Financial
We strive to offer amenities, opportunities, events, and programming that support the interests of our teams, while furthering the culture that makes us Great Place to Work® certified. Some of the benefits you can expect when you join BHG Financial include:
Medical/Rx/Dental/Vision coverage for employees and their eligible family members- Competitive PTO and vacation policies
- 1 Friday off each month for Wellness Weekends
- Company 401(k) plan with employer contributions after one year
- Company-sponsored training and certification opportunities
- Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses
- Ongoing volunteer opportunities to give back to the community through our BHG Cares program
If you’re ready for a career where you can exercise your passions, be surrounded by co-workers who are relentlessly committed to service, and have a team-player mindset, apply today!
BHG Financial is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. BHG Financial is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
Salary : $25,000
