Manager, Technology Service Desk

BHG Financial; Florida; On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical/Rx/Dental/Vision coverage for

Competitive PTO and vacation policies

Fridays off for Wellness Weekends

401(k) plan with employer contribution

Training and certification options

Quarterly award ceremonies

Job summary

BHG Financial is seeking a seasoned Service Desk Leader to drive enterprise support across Davie, FL and Syracuse, NY. You will lead a high-performing team, manage incidents, requests, and onboarding, and partner with IT and business teams to deliver reliable technology services.

The ideal candidate has 8+ years in technical support with 5+ in leadership, ITIL/ITSM expertise, and hands-on experience with Jira Service Management, ServiceNow, and endpoint management tools.

Qualifications

• Bachelor’s degree in CS/IT or equivalent professional experience.
• 8+ years in technical support or service desk operations, with 5+ years in leadership.
• Experience leading distributed service desk or end-user support teams.
• Strong ITIL/ITSM knowledge and service delivery metrics.
• Experience with Jira Service Management, ServiceNow, or similar.
• Experience supporting Windows 11, macOS, iOS, and Android in a corporate setting.
• Knowledge of endpoint management technologies including Intune, Jamf Pro, Tanium.
• Experience supporting Microsoft 365, Teams, Zoom, VPN, and AV systems.
• Strong asset management, CMDB, hardware lifecycle, and audits.
• Excellent communication and stakeholder management; on-call after hours.
• Willing to travel periodically; on-site in Davie, FL five days a week.
• Work Authorization: not eligible for visa sponsorship.

Responsibilities

• Lead and manage Service Desk Engineers across Davie, FL and Syracuse, NY.
• Oversee daily Service Desk operations and SLA adherence via Jira Service Management.
• Manage hardware refreshes and security-related projects.
• Oversee hardware lifecycle, provisioning, asset tracking, and CMDB accuracy.
• Collaborate with Endpoint Management, Cloud, Infra, InfoSec, IAM, GRC, People Development, and People Relations.
• Oversee hardware inventory, warehouse operations, procurement planning, and asset governance.
• Support office technology operations across Davie, Syracuse, and Las Olas locations.
• Monitor performance metrics and drive continuous improvement initiatives.
• Participate in leadership meetings and serve as escalation point for critical issues.
• Travel periodically to support operations and team activities.

Skills

Leadership

ITIL/ITSM

Stakeholder mgmt

Service delivery

End-user support

Education

Bachelor's degree in CS/IT

Tools

Jira Service Management

ServiceNow

Microsoft Intune

Jamf Pro

Tanium

Microsoft 365

Job description

Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture centered around transforming talented employees into effective business leaders? Then BHG Financial is the place for you.

In 2001, we started with an idea, an opportunity, and $25,000. Back then, our focus was strictly on serving those in the medical industry. With healthcare in our heritage, we soon expanded to serve high-earning professionals in many other industries, providing all with leading-edge financial solutions, including our extensive network of community banks.

Today, BHG Financial has firmly established its legacy as a leader in the financial services space. Founded on the philosophy of a better way to borrow, we are dedicated to helping accomplished professionals, small businesses, and institutions build upon their success through innovative financial solutions, a hassle-free process, and personalized concierge service.

Our relentless commitment to the success of our customers is part of what has made BHG Financial thrive. We take a 360-degree view of our customers to tailor the best solutions for their financial aspirations. Today's professionals have multiple sources of income, not just their paycheck. Therefore, it is essential to factor those in when making responsible lending decisions. Our continued focus on data, analytics, and proprietary modeling has enabled faster funding for our customers.

From business to personal loans to relationships with community banks, the country's top professionals and business owners rely on us for our exceptional financial solutions and concierge service to continue their success and legacy.

Who You Are

You are a motivated technology support leader who is passionate about delivering exceptional end-user experiences and operational excellence across a multi-site environment. You excel at leading high-performing service desk teams, driving accountability, and ensuring technology support services are delivered efficiently and consistently. You have experience managing enterprise service desk operations, overseeing ticket and project queues, supporting employee lifecycle technology processes, and maintaining asset management programs. You are a collaborative, customer-focused problem solver who thrives in a fast-paced environment where you can improve processes, develop team members, and ensure technology services align with business needs.

What You'll Do

• Lead and manage a team of Service Desk Engineers across Davie, FL and Syracuse, NY, providing coaching, performance management, career development, scheduling, and regular team communications while ensuring appropriate support coverage across all office locations.
• Oversee daily Service Desk operations, including management of support requests, incidents, service requests, onboarding activities, escalations, and SLA adherence through Jira Service Management.
• Monitor and manage Service Desk project work, ensuring assigned initiatives such as hardware refreshes, security-related projects, and operational improvements are completed on time and within established deadlines.
• Manage employee hardware lifecycle processes, including new hire provisioning, onboarding support, equipment retrieval for separated employees, inventory management, asset tracking, CMDB accuracy, and hardware disposal activities.
• Partner with cross-functional teams including Endpoint Management, Cloud Engineering, Infrastructure, Information Security, Identity & Access Management, Governance Risk & Compliance, People Development, and People Relations to support business objectives and technology initiatives.
• Oversee hardware inventory levels, warehouse operations, auditing activities, procurement planning, and asset governance while ensuring accurate documentation and compliance with established processes.
• Support office technology operations across Davie, Syracuse, and Las Olas locations, including conference room technologies, audiovisual systems, reservable workspaces, and employee productivity tools.
• Monitor Service Desk performance metrics, dashboards, ticket trends, onboarding readiness, and operational effectiveness while providing regular updates to leadership and driving continuous improvement initiatives.
• Participate in leadership meetings, departmental meetings, quarterly business activities, and company events while serving as an escalation point for critical technology support issues.
• Travel periodically to support business operations, leadership events, team collaboration initiatives, and cross-site service delivery activities.
• Other duties as assigned.

What You'll Need

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• 8+ years of experience in technical support, service desk operations, or service engineering, with a minimum of 5 years in a leadership or managerial role.
• Proven experience leading distributed Service Desk or End User Support teams, including employee coaching, performance management, workload prioritization, scheduling, and operational oversight.
• Strong understanding of ITIL/ITSM principles, service management best practices, incident management, request fulfillment, problem management, and service delivery metrics.
• Experience managing enterprise ticketing platforms such as Jira Service Management, ServiceNow, or similar solutions.
• Experience supporting and troubleshooting Windows 11, macOS, iOS, and Android environments within a corporate setting.
• Knowledge of endpoint management technologies including Microsoft Intune, Jamf Pro, Tanium, and related device management platforms.
• Experience supporting Microsoft 365, Microsoft Teams, Zoom, VPN technologies, conference room AV systems, and end-user collaboration tools.
• Strong understanding of IT asset management, inventory controls, configuration management databases (CMDB), hardware lifecycle management, and equipment auditing practices.
• Experience managing employee onboarding and offboarding technology processes, including hardware provisioning, asset recovery, and documentation management.
• Excellent organizational, communication, and stakeholder management skills with the ability to collaborate across technical and business teams.
• Provide after-hours on-call support to Service Desk staff supporting critical business systems and services as part of the team's on-call responsibilities.
• Willing and able to respond to incidents and support requests outside of normal business hours.
• Ability to work occasional evenings, weekends, and holidays to support business operations, critical incidents, and technology initiatives.
• Ability to travel periodically to support business operations and team activities.
• Ability to lift up to 50 pounds and perform equipment setup, deployment, and inventory management activities.
• Required to be on‑site in Davie, Florida five days per week and available during standard operating hours of approximately 7:30 AM to 5:00 PM.
• Work Authorization: This role is not eligible for employer-provided immigration sponsorship. To be considered, applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future.

Life at BHG Financial

At BHG Financial, we work hard and aren't afraid to take risks. Since the beginning, our core values of PMA (positive mental attitude), team player, and loyalty have been the driving force behind every interaction we have between each other and our customers. We have a healthy respect for the daily grind, yet we value work/life balance. We believe that all employees should have the opportunity to lead and that good ideas can come from anyone. From the top down, our leaders are actively involved not only in strategic oversight and running the business, but also in the well-being and growth of all employees. We consider people our #1 asset, and help employees realize their full potential, set and exceed their goals, and explore new opportunities for personal and professional development.

Why You Should Join BHG Financial

We strive to offer amenities, opportunities, events, and programming that support the interests of our teams, while furthering the culture that makes us Great Place to Work® certified. Some of the benefits you can expect when you join BHG Financial include:

• Medical/Rx/Dental/Vision coverage for employees and their eligible family members
• Competitive PTO and vacation policies
• 1 Friday off each month for Wellness Weekends
• Company 401(k) plan with employer contributions after one year
• Company-sponsored training and certification opportunities
• Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses
• Ongoing volunteer opportunities to give back to the community through our BHG Cares program

BHG Financial is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. BHG Financial is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.