Gotham Technology Group
Direct message the job poster from Gotham Technology Group
Sr. Technical Recruiter at Gotham Technology Group Job Title:
Service Desk Manager
Location:
Onsite – New York City
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
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
Benefits
Medical insurance
Vision insurance
401(k)
#J-18808-Ljbffr
Sr. Technical Recruiter at Gotham Technology Group Job Title:
Service Desk Manager
Location:
Onsite – New York City
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
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
Benefits
Medical insurance
Vision insurance
401(k)
#J-18808-Ljbffr