Service Desk Manager

Job Title: Service Desk Manager

Location: Onsite – New York City

Role Type: Full-Time | Senior Individual Contributor & People Leader

Salary: 200-250k

Overview

We are seeking a senior-level Service Desk Manager to lead and evolve a high-touch, white-glove IT support function within a hedge fund / wealth management environment. This role is responsible for overseeing day-to-day service desk operations, managing a team of 5–8 support professionals, and ensuring exceptional technical support for front-office, middle-office, and executive users in a fast-paced, high-availability trading environment.

The ideal candidate brings deep experience supporting financial services users, strong people leadership skills, and the ability to balance operational rigor with concierge-level service.

Key Responsibilities

• Lead, mentor, and develop a team of 5–8 Service Desk and Desktop Support professionals, including performance management, coaching, and career development.
• Own daily service desk operations, ensuring timely resolution of incidents and requests in accordance with defined SLAs and business expectations.
• Provide escalation support for complex or high-impact issues affecting trading, portfolio management, executive leadership, and critical business applications.
• Partner closely with Infrastructure, Network, Security, and Application teams to drive rapid issue resolution and continuous service improvement.
• Maintain a high-touch, white-glove support model for senior executives, portfolio managers, and investment teams.
• Oversee ticketing workflows, incident management, and problem management processes within ITSM platforms (e.g., ServiceNow, Jira Service Management).
• Track and report on service desk KPIs, trends, and root-cause analysis; proactively identify opportunities to reduce repeat incidents.
• Ensure proper documentation, knowledge base development, and standard operating procedures are maintained and followed.
• Manage onboarding and offboarding processes, including workstation provisioning, access management, and coordination with HR and Security.
• Enforce IT policies, security standards, and compliance requirements common to financial services environments.
• Participate in after-hours support or escalation coverage as required by the business.

Required Qualifications

• 8 years of IT support or service desk experience, with at least 3–5 years in a people management or team lead capacity.
• Prior experience supporting hedge funds, asset management firms, investment banks, or wealth management organizations.
• Strong understanding of front-office support requirements, including trading systems, market data platforms, and time-sensitive workflows.
• Hands-on experience with Windows and macOS environments in enterprise settings.
• Proficiency with Active Directory, Azure AD, Office 365, endpoint management, and identity/access management processes.
• Experience using ITSM tools such as ServiceNow, Jira, or similar platforms.
• Demonstrated ability to deliver white-glove, executive-level support in high-pressure environments.
• Excellent communication, stakeholder management, and leadership skills.

Preferred Qualifications

• Experience supporting market data platforms (Bloomberg, FactSet, Refinitiv, etc.)
• Familiarity with endpoint management tools such as Intune, Jamf, or SCCM
• Exposure to security frameworks, audits, and regulatory requirements relevant to financial services
• ITIL certification or formal service management training