Senior Analyst, Service Desk

About the role

Wedbush Securities is seeking a Service Desk Analyst to lead the IT support team in New York. The role requires strategic thinking, independent judgment, and collaboration with IT leadership.

Responsibilities

• Develop and implement service desk policies, procedures, and standards
• Analyze service desk performance metrics and generate reports
• Manage escalated technical issues, coordinating with cross-functional teams
• Analyze systematic information systems issues and implement solutions
• Advises management on vendor agreements
• Performs other tasks as required

Requirements

• Bachelor's Degree in Computer Science or related field
• 10+ years of helpdesk experience
• Strong technical troubleshooting skills
• Familiarity with ITSM tools and ITIL practices
• Ability to analyze and resolve complex support issues
• Effective leadership, communication, and customer service abilities

Qualifications

• Combined with solid time management, independent judgment, and the capacity to mentor others and improve support processes
• Ability to work in a constant state of alertness and safe manner

Skills

• Strategic thinking
• Independent judgment
• Mentoring others
• Time management
• Customer service
• Leadership

Benefits

• Comprehensive medical, dental, and vision coverage
• Health Savings Account with company-sponsored contributions
• Flexible Spending Accounts (FSA) traditional and dependent care
• Pre-Tax Commuter Benefits
• 401(k) plan with discretionary, competitive company matching and profit-sharing contributions
• Tuition reimbursement up to $5,250/year
• 3 weeks of Paid Time Off
• 2 weeks of Paid Sick Time (may vary by location)
• 10 Paid Holidays
• Charitable Donation Matching Contributions
• Paid Leave (Parental Bonding, Military, Jury Duty, Volunteer Time Off, Disability, etc.)
• FINRA License Sponsorship
• Travel & Employee Assistance and Employee Discount Programs

Pay

The reasonable estimate of the compensation range for this role has not been adjusted for the applicable geographic location. A reasonable estimate of the current hiring range is $100,000- $120,000. Colleagues may be eligible for additional, discretionary incentive compensation based on the colleague's and the firm's performance.

Schedule

Starting Date: ASAP