What are the responsibilities and job description for the Help Desk Manager position at Gotham Technology Group?
Helpdesk Manager – Hedge Fund / Asset Management
Location: Onsite in New York City
A high-performing investment firm is seeking an experienced Helpdesk Manager to own and lead its end-user support function. This is a hands-on leadership role supporting a demanding, front-office user base where responsiveness, discretion, and execution matter.
This role is best suited for someone currently supporting or coming from a hedge fund, asset manager, or elite financial services environment who understands white-glove support and thrives under pressure.
What You’ll Do
• Lead and manage a small, high-caliber Helpdesk / Desktop Support team
• Serve as the escalation point for complex technical and user-impacting issues
• Deliver white-glove support to portfolio managers, traders, analysts, and senior leadership
• Own incident, request, and escalation workflows; ensure SLA adherence
• Partner closely with infrastructure, security, and application teams
• Drive continuous improvement across tools, processes, and user experience
• Oversee onboarding/offboarding, endpoint lifecycle, and access coordination
• Maintain high standards for documentation, accountability, and service delivery
• Step in hands-on when needed — this is a player/coach role
What We’re Looking For
• 7 years of end-user support experience in financial services
• 2 years in a Helpdesk Manager, Team Lead, or similar leadership role
• Direct experience supporting front-office users in a hedge fund or asset management firm
• Strong Windows, Active Directory, Microsoft 365, and endpoint management experience
• Experience with ITSM/ticketing platforms (ServiceNow, Jira, Freshservice, etc.)
• Exceptional communication skills and executive presence
• Calm, decisive leadership style with strong attention to detail
Nice to Have
• Exposure to trading platforms and market data systems
• Experience in security-conscious, compliance-driven environments
• Background in lean, high-performance technology teams
Why This Role
• High-visibility position supporting investment professionals
• Opportunity to run and shape the Helpdesk function
• Fast-paced, meritocratic environment
• Stable platform with strong technology investment
Salary : $180 - $230