Service Desk Manager

Dynasty Financial Partners; Saint Petersburg (FL); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is looking for a detail-oriented Manager to lead their Technology Services Team. This role involves overseeing the Service Desk operations, enhancing service delivery, and ensuring high customer satisfaction. The ideal candidate will possess strong leadership and problem-solving skills, with a background in managing help desk operations, especially within the financial services sector. This is an exciting opportunity to make a significant impact in a dynamic environment, driving continuous improvement and fostering a collaborative team culture. If you are passionate about technology and client service, this position is perfect for you.

Qualifications

• 8+ years in Technology Client Service with management experience.
• Experience in Financial Technology or Wealth Management preferred.

Responsibilities

• Lead the Service Desk team, ensuring efficient support operations.
• Develop help desk policies and monitor team KPIs for improvement.

Skills

Leadership Skills

Problem-Solving

Time Management

Communication Skills

Attention to Detail

Education

Bachelor’s Degree or Equivalent Experience

Tools

Service Desk Software

Job description

Description

Dynasty Financial Partners seeks a client-centric, detail-oriented individual to join our firm as a Manager within our Technology Services Team. This person will oversee the daily operations of Dynasty’s Service Desk and related technology support functions, ensuring high quality delivery of the firm’s platform as a service. This role requires a strategic thinker with strong leadership skills, technology and operations acumen, and a passion for problem-solving. The ideal candidate will have experience in managing help desk operations within a technology-driven environment, preferably in the financial services or wealth management industry.

Responsibilities:

• Lead and manage the Service Desk team, including hiring, training, and performance management
• Develop and implement help desk policies, procedures, and best practices to ensure efficient and effective support operations
• Monitor and analyze team KPIs, identifying areas for improvement and optimizing workflows for timely and scalable service delivery
• Ensure timely and accurate resolution of issues and service requests, maintaining high levels of customer satisfaction and serving as an escalation point for the team as needed
• Build direct relationships with clients to ensure satisfactory delivery of services
• Collaborate with other departments, including relationship management, product development, as well as external resource partners to address client needs
• Develop and deliver training programs for the team to continuously enhance their technical skills and customer service capabilities.
• Manage Service Desk software and tools, ensuring they are properly configured and utilized to support daily operations.
• Prepare and present regular reports on service level trends, and key metrics to senior management.
• Foster a positive and collaborative team environment, promoting continuous improvement and professional development.

Requirements

• 8+ years in Technology Client Service
• 3+ years in a position of management
• Work experience in Financial Technology, Wealth Management, or Financial Services preferred
• Previous experience managing a help desk preferred
• Bachelor’s degree or equivalent experience

Successful candidates will:

• Demonstrate excellent time management skills, ability to gauge priority and urgency of client requests, and ability to work on multiple concurrent tasks and projects
• Exercise outstanding communication and presentation skills, organization, and attention to detail to effectively collaborate with internal teammates, vendors, and clients
• Aid the team in creatively problem-solving on complex client asks
• Be very process-oriented and eager to create structure and templated workflows
• Be willing and flexible to travel onsite to client offices nationwide, approximately 3-5 times annually
• Develop deep knowledge of Dynasty-specific tech stack
• Manage cross-departmental initiatives in a structured way while communicating with and obtaining resources from multiple stakeholders