Desktop Support Manager

Our client, a financial services firm in New York, is hiring a Desktop Support Manager to lead its IT help desk and day-to-day end-user support. ResponsibilitiesAct as the escalation point for difficult technical issues covering hardware (desktops, laptops, mobile), applications and network connectivity.Lead the help desk team, owning schedules, performance management, training and mentoring.Oversee ticketing and keep incident response and resolution within SLA.Use help desk metrics to report on ticket trends, how the team is performing and where service is improving.Support the technology needs of front-office, executive and remote users.Coordinate onboarding and offboarding, from account provisioning to hardware deployment.Work with the infrastructure, application support and cybersecurity teams on enterprise-wide issues.Keep support within the firm's security policies, IT governance standards and the regulations that apply to financial firms.RequirementsHands-on support experience across L1–L3, delivered in person at the desk, by phone and chat, and remotely.Strong technical knowledge paired with leadership and operational management skills.1+ years leading or managing a help desk or service desk team.Strong communication skills.Financial services experience is a strong plus.Experience with a ticketing platform is a plus.Hybrid schedule. Visa sponsorship is not available.The annual base salary range is $150,000 to $180,000. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things. Details about eligibility for bonus compensation (if applicable) will be finalized at the time of offer.