Service Desk Lead

Key Responsibilities

Service Desk Leadership

Lead, mentor, and develop service desk analysts and interns across BGL offices, establishing clear expectations, accountability, and performance standards
Manage daily operations of the service desk, including scheduling, coverage, and workload distribution across locations
Ensure consistent, professional, and high-touch support delivery aligned with the firm’s service standards
Define and enforce support processes, escalation paths, and service expectations
End-User Support & Ticket Management

Own the service desk ticket queue in FreshService, including triage, prioritization, assignment, and resolution management and automation.
Provide senior-level (Tier 1/2) support and serve as the escalation point for complex user issues
Ensure adherence to service levels, proactively manage ticket backlog, and maintain clear communication with end users
Drive issues through to full resolution while maintaining accountability for user experience
Onboarding, Offboarding & User Lifecycle

Execute all joiner-mover-leaver processes, including account provisioning, access management, and secure deprovisioning
Oversee device preparation and deployment using Windows Autopilot and Microsoft Intune
Coordinate onboarding readiness to ensure employees are fully operational on day one
Support large-scale onboarding events, including analyst and intern class intake
Endpoint, Device & Workplace Support

Provide hands-on support for Windows devices, Microsoft 365, mobile devices, printers, and peripherals
Assist with hardware and software inventory and license tracking to keep the asset estate accurate and optimized.
Support collaboration platforms including Microsoft Teams and RingCentral telephony
Ensure conference rooms and audiovisual systems are operational and meeting-ready
Coordinate and support physical IT requirements, including desk setups, equipment deployment, office moves, and firm-hosted events
Deliver high-touch, time-sensitive support to executives and deal teams, including during critical deal execution periods

Service Operations, Metrics & Continuous Improvement

Track and report on key service desk metrics, including ticket volume, resolution times, SLAs, backlog, and user satisfaction
Maintain accountability for service performance and identify trends to reduce recurring issues
Drive continuous improvement of support processes, workflows, and efficiency
Ensure proper documentation, categorization, and closure of all service requests
Knowledge Management & Standardization

Build and maintain a structured service desk knowledge base, including runbooks and end-user self-service content
Capture and document recurring issues and standard resolutions to improve consistency and reduce knowledge silos
Promote knowledge sharing across team members to support scalability and operational resilience
Vendor Coordination & Escalation Management

Act as a coordinator between internal users and external support providers (managed service provider)
Ensure escalations are clearly defined, tracked, and resolved to expected service standards
Manage communication and accountability throughout the escalation lifecycle
Security, Compliance & Governance

Follow all firm security and confidentiality policies when handling user access and sensitive information
Support identity and access management activities, including access provisioning and role-based controls
Enforce secure onboarding/offboarding practices aligned with regulatory expectations
Contribute to audit readiness through proper documentation, access control discipline, and adherence to policies appropriate for a FINRA-regulated environment
Ownership Boundaries & Collaboration

Own end-user support operations and service desk delivery across the firm
Collaborate with the Systems & Cloud Administrator and Director of IT for infrastructure, cloud, and security escalations
Support IT projects (e.g., system rollouts, office moves, migrations) by representing the end-user support perspective
Required Qualifications

Associate’s or Bachelor’s degree in information technology or a related field preferred; professional experience may outweigh formal education.
4+ years in IT support or service desk roles, including experience in a lead, senior, or supervisory capacity.
Strong hands-on support skills across Microsoft 365 and Windows endpoints.
Experience with an ITSM / ticketing platform (FreshService or similar) and working to defined service levels.
Experience with device provisioning and management (Microsoft Intune and Windows Autopilot).
Excellent customer-service, communication, and interpersonal skills, with the ability to support executives and demanding users with professionalism and discretion.
Strong organization and prioritization skills, with the ability to manage a busy queue under pressure.
Preferred Qualifications

Experience in financial services, professional services, or another regulated environment.
People-leadership or mentoring experience.
Familiarity with Microsoft Entra ID and routine identity/access tasks, RingCentral telephony, and conference-room audiovisual technology.
ITIL familiarity and a service-management mindset.
Experience supporting users across multiple offices.