Help Desk Manager

Atlas Search; New York (NY); Hybrid; USD 150,000 - 165,000; Full time

Job summary

Atlas Search is seeking an experienced Help Desk Manager to lead day-to-day IT support operations in a hybrid New York environment. You will oversee the helpdesk team, ensure timely resolution of technical issues, and support the firm’s technology infrastructure in a fast-paced financial services setting.

The ideal candidate will blend strong technical knowledge with leadership, communication, and operational management to drive efficiency, user satisfaction, and continuous improvement.

Qualifications

• 1+ years of experience as a Team Lead/Manager overseeing a helpdesk/service desk team; financial services experience a strong plus.
• Hands-on experience providing desk-side, phone, chat, and remote support across L1-L3 issues.
• Experience with Zendesk (or similar ticketing platforms) a plus.

Responsibilities

• Manage and lead the IT Helpdesk team — scheduling, performance management, training, and mentorship.
• Oversee ticketing operations and ensure SLA compliance for incident response and resolution.
• Serve as the escalation point for complex technical issues involving desktops, laptops, mobile devices, applications, and network connectivity.
• Coordinate onboarding/offboarding processes, including user account provisioning and hardware deployment.
• Monitor helpdesk metrics and prepare reports on ticket trends, team performance, and service improvements.
• Collaborate with infrastructure, cybersecurity, and application support teams to resolve enterprise-wide issues.

Skills

Team leadership

Helpdesk management

Customer service mindset

Technical leadership

IT support (L1-L3)

Tools

Zendesk

Job description

About the Firm

Our client is a leading investment bank and full-service investment firm providing financial services and advice to high-net-worth investors, individuals, businesses, and institutions.

The Role

Our client is seeking an experienced, service-oriented Help Desk Manager to lead day-to-day IT support operations across the firm. You\'ll oversee the helpdesk team, ensure timely resolution of technical issues, maintain high levels of customer service, and support the firm\'s technology infrastructure in a fast-paced financial services environment.

The ideal candidate combines strong technical knowledge with leadership, communication, and operational management skills to drive efficiency, user satisfaction, and continuous improvement.

What You'll Do

• Manage and lead the IT Helpdesk team — scheduling, performance management, training, and mentorship
• Oversee ticketing operations and ensure SLA compliance for incident response and resolution
• Serve as the escalation point for complex technical issues involving desktops, laptops, mobile devices, applications, and network connectivity
• Coordinate onboarding/offboarding processes, including user account provisioning and hardware deployment
• Monitor helpdesk metrics and prepare reports on ticket trends, team performance, and service improvements
• Collaborate with infrastructure, cybersecurity, and application support teams to resolve enterprise-wide issues
• Develop and maintain IT support documentation, knowledge base articles, and standard operating procedures
• Ensure compliance with company security policies, financial industry regulations, and IT governance standards
• Support trading floor, executive, and remote-user technology needs as required
• Manage vendor relationships and coordinate third-party support when necessary
• Identify opportunities to improve support workflows, automation, and end-user experience

What You\'ll Bring

• 1+ years of experience as a Team Lead/Manager overseeing a helpdesk/service desk team; financial services experience a strong plus
• Hands-on experience providing desk-side (in person), phone, chat, and remote support across L1, L2, and L3 issues
• Experience with Zendesk (or similar ticketing platforms) a plus
• Strong communication skills and a customer-service mindset

Details

• Location: New York, NY
• Schedule: Hybrid — 3 days to start, more flex with time
• Compensation: $150,000–$165,000 base salary + Bonus