Service Desk Lead

Key Responsibilities

• 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
• Define and enforce support processes, escalation paths, and service expectations
• 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
• 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
• Provide hands-on support for Windows devices, Microsoft 365, mobile devices, printers, and peripherals
• Aid in 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

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
• Deliver high-touch, time-sensitive support to executives and deal teams, including during critical deal execution periods

Endpoint, Device & Workplace Support

• Provide hands-on support for Windows devices, Microsoft 365, mobile devices, printers, and peripherals
• Aid in 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