BHG Financial

Technology Service Desk Manager

BHG Financial

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida, New York

Visit company website
✨ AI Apply
Manual Apply

Job Level

Mid-LevelSenior

Tech Stack

AndroidiOSJamfMacOSServiceNow

About the role

  • Oversee daily operations to ensure compliance with standards and achieve organizational objectives.
  • Manage shift scheduling to optimize staff coverage and operational efficiency.
  • Monitor key performance indicators (KPIs), such as First Response Time, Resolution Time, Ticket Volume Trends, Backlog Volume, First Contact Resolution Rate, Reopen Rate, Escalation Rate, SLA Compliance Rate, Onboarding Readiness Rate, Process Improvement Implementation Rate, etc., to ensure alignment with performance targets and operational goals.
  • Address all customer cases promptly within established SLA requirements and handle them professionally.
  • Maintain high service delivery standards while continuously improving customer satisfaction.
  • Provide guidance and performance feedback to non-supervisory staff, ensuring alignment with operational goals and fostering accountability through clear direction and support.
  • Strategically plan and oversee the workflow and time management of staff, assigning daily tasks and setting clear deadlines.
  • Assess current practices, implement best practice standards, and drive continuous improvement within the team.
  • Prepare and present comprehensive performance reports, evaluating team output and operational efficiency on Service Requests, Incidents, and Projects.
  • Ensure a rigorous IT inventory process is maintained, including adherence to preventative maintenance schedules and protocols.
  • Maintain IT equipment warehouse, ensuring sufficient inventory, organization, functionality, and timely delivery of equipment.
  • Develop and implement programs and procedures designed to enhance the effectiveness and efficiency of IT systems and operations.
  • Oversee the management, installation, maintenance, and support of end-user hardware and software applications.
  • Facilitate the continued and expanded use of technology resources through effective implementation and coordination of training programs.
  • Support Windows 11, macOS, iOS, Android, AV technologies, Zoom, MS Teams, and other collaboration platforms to ensure smooth virtual and hybrid meeting experiences.

Requirements

  • A bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
  • 5+ years of experience in technical support or service engineering, with a minimum of 2 years in a leadership or managerial role.
  • Strong understanding of ITIL principles and service management best practices.
  • Proficiency in enterprise ticketing platforms (e.g., Jira Service Management, ServiceNow, etc.)
  • Familiarity with endpoint management tools such as Tanium, Microsoft Intune, Jamf, etc.
  • Knowledge of Active Directory, Microsoft 365, and common desktop/network troubleshooting techniques.
  • Deep understanding of Windows 11 system architecture, Group Policy, registry management, driver integration, troubleshooting methodologies, and integration with MDM platforms like Intune and Tanium.
  • Proficient in managing macOS environments, including system preferences, Terminal commands, software deployment, and integration with MDM platforms like JAMF, Intune, and Tanium.
  • Skilled in configuring, securing, and supporting mobile devices using MDM tools (e.g., Intune, Apple Business Manager, Android Enterprise).
  • Experience with the installation, maintenance, and support of end-user hardware and software applications on Windows, macOS, iOS, and Android platforms.
  • Experience with the installation, maintenance, and support of Audio-Visual hardware and software in conference rooms.
  • Proficiency with collaboration platforms such as Zoom and Microsoft Teams.
  • Proficiency with enterprise software such as Microsoft 365, VPN clients, RingCentral, and Remote Desktop.
  • Ability to work at a computer for 8+ hours/day
  • Fine motor manipulation using a computer (mouse/keyboard)
  • Ability to lift 50lbs several times weekly
  • In office presence daily with the local team
  • Travel to other locations for support needs
  • Regular visits to the remote team