Help Desk Manager

Service Desk Manager, Help Desk Manager, Customer Service, IT Support, ITIL, Support Team Leadership, Cross-Functional Team IT Support, Financial Services

On-site role - due to the nature of the position, this role requires 5 days per week on site in the New York office

My client, a highly reputable New York based Financial Services organisation, is looking to hire a Help Desk Manager. This role represents a tremendous opportunity to take full ownership of all internal support and work with VIP stakeholders across multiple functions. The position will suit someone who thrives on mentoring early career professionals and can act as the operational bridge between technical teams and end users. This is a relatively small business (circa 300 staff), so you have the chance to be highly visible and make your mark across the entire company.

Responsibilities :

In this role, you will be responsible for supervising a team of Help Desk associates, ensuring timely handling of incidents and service requests.

Core responsibilities will include : mentoring and developing Help Desk team members, maintaining and improving IT Support workflows, tracking KPIs (e.g. response times, resolution rates, user satisfaction), working closely with cross-functional teams (Technology, Product, Development, Ops etc) to escalate issues and implement new tools, fostering a fantastic team environment, overseeing on-boarding and off-boarding and managing team schedules.

Desired Skills :

• Detailed experience in a Technology / Tech Ops Support role, with a proven background in a leadership / management capacity, preferably within boutique Financial Services organisations or similar
• Proven track record as a Help Desk / Service Desk Manager
• Outstanding Customer Service skills gained in smaller organisations - responsibility for acting as the bridge to all departments - Tech, Product, Ops, Front Office etc)
• Detailed leadership skills - mentoring and performance management of Help Desk and early career professionals
• Strong fundamental knowledge of computer systems, networks and software applications (Windows, Microsoft 365, VPNs, Salesforce etc)
• Detailed knowledge of help desk tools and ticketing systems (e.g. ServiceNow, Jira, Freshservice)
• ITIL certification highly regarded
• Exceptional communication and stakeholder management skills
• Proven track record of working in dynamic, constantly evolving environments