IT Service Desk Manager

SUMMARY

The IT Service Desk Manager is responsible for leading a geographically distributed service desk team— spanning Chicago, New York, and offshore team members — and ensuring the firm’s end users receive exceptional technical support across hardware, enterprise software, and an increasingly AI-powered technology stack. This is a hands-on, player-coach role requiring both strong technical depth and the ability to manage, coach, and develop a high-performing team.

The ideal candidate will bring a white-glove service mindset, a broad and current knowledge of enterprise technologies, and the flexibility to operate effectively across a wide range of situations — from complex infrastructure escalations to providing discreet, high-priority support for senior leadership and other VIP stakeholders. The IT Service Desk Manager will drive service quality, operational efficiency, and continuous improvement, and will serve as a key partner to other IT disciplines in the delivery of end user technology and automation initiatives.

This role reports to the Executive Director, IT Infrastructure & Support and as an onsite/hybrid employee, you are expected to be in the office on Tuesdays, Wednesdays and Thursday.

 

RESPONSIBILITIES

• Lead, manage, and develop a geographically distribut