Help Desk Manager

Deskside Support Manager

Location: New York, NYWork Arrangement: On-SiteIndustry: Financial ServicesOur client is seeking an experienced Deskside Support Manager to lead a local team responsible for delivering high-quality technology support to end users.

This role will report to the VP of Service Delivery and will work closely with regional and global technology teams to ensure consistent service standards, operational excellence, and an exceptional end-user experience.The ideal candidate has 5–7 years of progressive IT support experience, including at least 3 years in a leadership/management capacity, along with strong communication skills, a customer-first mindset, and a proven ability to lead and develop high-performing teams.Key ResponsibilitiesLead, coach, and mentor a team of Deskside Support Specialists.Oversee day-to-day deskside support operations and ensure timely resolution of incidents and service requests.Partner with internal stakeholders at all levels to understand technology needs, resolve service gaps, and improve the end-user experience.Collaborate with regional and global technology teams to maintain consistent support standards, tools, and processes.Manage third-party vendor relationships and ensure service delivery meets established standards.Establish team goals, performance expectations, and development plans.Identify skill gaps and support cross-training and professional development initiatives.Monitor support queues across email, phone, requests, and tasks to ensure appropriate response and resolution times.Manage escalations and ensure clear documentation and communication throughout the resolution process.Maintain ownership of incident resolution, service request fulfillment, and asset inventory accuracy.Drive process improvements, documentation, and governance initiatives.Support technology projects and coordinate technical efforts as needed.Provide hands-on technical support across PCs, Macs, mobile devices, Microsoft 365, video conferencing, and basic networking.Technical RequirementsServiceNow or similar ITSM platform experience.Strong Windows troubleshooting and support experience.Microsoft 365 / Office 365.Mobile Device Management (MDM) for iOS and Android.Microsoft Teams Voice.Audio/Visual and video conferencing technologies.Zscaler and Multi-Factor Authentication (MFA).Command line, registry, and system management tools.Experience supporting desktops, laptops, iPads/iPhones, Android devices, printers, and Cisco video conferencing equipment.Qualifications5–7 years of progressive IT support experience.3+ years of experience managing or leading an IT support team.Proven experience with coaching, mentoring, and performance management.Strong customer service and relationship management skills.Excellent verbal and written communication.Strong business acumen and understanding of how technology supports business operations.Ability to remain composed and effective in a fast-paced environment.Proactive, adaptable, resourceful, and comfortable working independently and collaboratively.Bachelor's degree in Information Technology or a related field preferred.Financial services and front-office support experience preferred.Preferred CertificationsCompTIA A+CompTIA Network+ITIL Foundation or Intermediate