Desktop Support Manager

Atlas Search; New York (NY); Hybrid; USD 150,000 - 180,000; Full time

Job summary

Atlas Search in New York is seeking a Desktop Support Manager to lead the IT help desk and end-user support for desktops, laptops, mobile devices, and remote users.

You will manage the team, oversee ticketing, and drive incident response within SLA while coordinating onboarding/offboarding and collaborating with security and infrastructure teams. The role emphasizes leadership in a finance-focused environment with hybrid work options.

Qualifications

• Hands-on desktop to L3 support experience and remote assistance.
• Proven leadership and ability to manage a help desk team.
• Experience in financial services is a strong plus.
• Experience with a ticketing platform is preferred.

Responsibilities

• Escalate and resolve complex technical issues for desktops, laptops, applications and networks.
• Lead the help desk, including scheduling, performance management, training and mentoring.
• Oversee ticketing and ensure incident response and resolution meet SLA.
• Use metrics to report on trends and service improvements.
• Support front-office, executives and remote users.
• Coordinate onboarding and offboarding, including provisioning and hardware deployment.
• Collaborate with infrastructure, application support and cybersecurity teams.
• Ensure security policies and IT governance are followed.

Skills

Leadership

Operations management

End-user support

Customer support

L1–L3 support

Tools

Ticketing system

Job description

Our client, a financial services firm in New York, is hiring a Desktop Support Manager to lead its IT help desk and day-to-day end-user support.

Responsibilities

• Act as the escalation point for difficult technical issues covering hardware (desktops, laptops, mobile), applications and network connectivity.
• Lead the help desk team, owning schedules, performance management, training and mentoring.
• Oversee ticketing and keep incident response and resolution within SLA.
• Use help desk metrics to report on ticket trends, how the team is performing and where service is improving.
• Support the technology needs of front-office, executive and remote users.
• Coordinate onboarding and offboarding, from account provisioning to hardware deployment.
• Work with the infrastructure, application support and cybersecurity teams on enterprise-wide issues.
• Keep support within the firm's security policies, IT governance standards and the regulations that apply to financial firms.

Requirements

• Hands-on support experience across L1–L3, delivered in person at the desk, by phone and chat, and remotely.
• Strong technical knowledge paired with leadership and operational management skills.
• 1+ years leading or managing a help desk or service desk team.
• Financial services experience is a strong plus.
• Experience with a ticketing platform is a plus.

Hybrid schedule. Visa sponsorship is not available.

The annual base salary range is $150,000 to $180,000. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things. Details about eligibility for bonus compensation (if applicable) will be finalized at the time of offer.