Senior Service Desk Manager — Multi-Site IT Leadership

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

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.