Manager, Technology Service Desk

Manager, Technology Service Desk

Davie, Florida / Syracuse, New York

Technology & IS Infrastructure

Full-time / On-site

The Technology Services Engineering Manager at BHG Financial is a strategic and hands-on leader responsible for delivering exceptional end-user support across a diverse technology landscape. This role oversees the daily operations of the Service Desk team, ensuring the timely resolution of technical issues, seamless onboarding experiences, and consistent service excellence.

The manager will support BHG's user endpoint systems and applications, providing front-line support for Windows 11, macOS, iOS, Android, and AV technologies in conference rooms. The role also includes supporting Zoom, MS Teams, and other collaboration platforms to ensure smooth virtual and hybrid meeting experiences. The ideal candidate possesses a strong technical background, exceptional problem-solving skills, and a customer-first mindset, with proficiency in service management ticketing, such as Jira Service Management, and enterprise software such as Microsoft 365, VPN clients, RingCentral, and Remote Desktop. They excel at multitasking across platforms, guiding service engineers through performance management, project assignments, and professional development, while continuously improving processes and documentation. This role is critical to maintaining operational continuity, driving user satisfaction, and aligning IT support with BHG's broader infrastructure and business goals.

What You'll Do

Operational control : Oversee daily operations to ensure compliance with standards and achieve organizational objectives.

Shift scheduling : Manage shift scheduling to optimize staff coverage and operational efficiency.

KPI accountability : Monitor key performance indicators (KPIs), such as First Response Time, Resolution Time, Ticket Volume Trends, Backlog Volume, First Contact Resolution Rate, Reopen Rate, Escalation Rate, SLA Compliance Rate, Onboarding Readiness Rate, Process Improvement Implementation Rate, etc., to ensure alignment with performance targets and operational goals.

Service level adherence : Address all customer cases promptly within established SLA requirements and handle them professionally.

Quality assurance : Maintain high service delivery standards while continuously improving customer satisfaction.

Staff Coordination : Provide guidance and performance feedback to non-supervisory staff, ensuring alignment with operational goals and fostering accountability through clear direction and support.

Workflow Management : Strategically plan and oversee the workflow and time management of staff, assigning daily tasks and setting clear deadlines.

Best Practices Implementation : Assess current practices, implement best practice standards, and drive continuous improvement within the team.

Performance Reporting : Prepare and present comprehensive performance reports, evaluating team output and operational efficiency on Service Requests, Incidents, and Projects.

IT Inventory Control : Ensure a rigorous IT inventory process is maintained, including adherence to preventative maintenance schedules and protocols.

Warehousing Logistics : Responsible for the maintenance and upkeep of the IT equipment warehouse, ensuring that there is sufficient inventory on-hand to meet business needs, all equipment is organized, functional, and in optimal condition for use, and equipment is delivered in a timely fashion.

Program Development : Develop and implement programs and procedures designed to enhance the effectiveness and efficiency of IT systems and operations.

Hardware and Software Management : Oversee the management, installation, maintenance, and support of end-user hardware and software applications.

Training and Utilization : Facilitate the continued and expanded use of technology resources through effective implementation and coordination of training programs.

What You'll Need

A bachelor's degree : in Computer Science, Information Technology, or a related field, or equivalent experience.

Experience : 5+ years of experience in technical support or service engineering, with a minimum of 2 years in a leadership or managerial role.

Understanding : Strong understanding of ITIL principles and service management best practices.

Proficiency : Proficiency in enterprise ticketing platforms (e.g., Jira Service Management, ServiceNow, etc.)

Familiarity : Familiarity with endpoint management tools such as Tanium, Microsoft Intune, Jamf, etc.

Knowledge : Knowledge of Active Directory, Microsoft 365, and common desktop / network troubleshooting techniques.

Deep understanding : Deep understanding of Windows 11 system architecture, Group Policy, registry management, driver integration, troubleshooting methodologies, and integration with MDM platforms like Intune and Tanium.

Proficient in : Managing macOS environments, including system preferences, Terminal commands, software deployment, and integration with MDM platforms like JAMF, Intune, and Tanium.

Skilled in : Configuring, securing, and supporting mobile devices using MDM tools (e.g., Intune, Apple Business Manager, Android Enterprise).

Experience with : The installation, maintenance, and support of end-user hardware and software applications on Windows, macOS, iOS, and Android platforms.

Experience with : The installation, maintenance, and support of Audio-Visual hardware and software in conference rooms.

Ability to : Work at a computer for 8+ hours / day

Fine motor manipulation : Using a computer (mouse / keyboard)

Ability to : Lift 50lbs several times weekly

In-office presence : Daily with the local team

Travel : To other locations for support needs

Regular visits : To the remote team