Manager, Technology Service Desk

Overview

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 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, 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 sufficient inventory on-hand to meet business needs and timely delivery of equipment
• 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

Note : This description preserves the original job information while improving structure and formatting for clarity.

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