IT Service Desk Manager

<p><strong>SUMMARY</strong></p> <p>The IT Service Desk Manager is responsible for leading a geographically distributed service desk team— spanning Chicago, New York, and offshore team members — and ensuring the firm’s end users receive exceptional technical support across hardware, enterprise software, and an increasingly AI-powered technology stack. This is a hands-on, player-coach role requiring both strong technical depth and the ability to manage, coach, and develop a high-performing team.</p> <p>The ideal candidate will bring a white-glove service mindset, a broad and current knowledge of enterprise technologies, and the flexibility to operate effectively across a wide range of situations — from complex infrastructure escalations to providing discreet, high-priority support for senior leadership and other VIP stakeholders. The IT Service Desk Manager will drive service quality, operational efficiency, and continuous improvement, and will serve as a key partner to other IT disciplines in the delivery of end user technology and automation initiatives.</p> <p>This role reports to the Executive Director, IT Infrastructure &amp; Support and as an onsite/hybrid employee, you are expected to be in the office on Tuesdays, Wednesdays and Thursday.</p> <p>&nbsp;</p> <p><strong>RESPONSIBILITIES</strong></p> <ul> <li>Lead, manage, and develop a geographically distributed service desk team across Chicago, New York, and offshore team members, ensuring consistent service quality and team cohesion across all locations.</li> <li>Serve as the primary escalation point for complex technical issues, providing hands-on Tier 2/3 support and coaching team members through resolution of challenging problems.</li> <li>Deliver white-glove, high-touch IT support for executive leadership and other VIP stakeholders, maintaining discretion, urgency, and professionalism at all times.</li> <li>Monitor and manage the service desk queue to ensure issues and requests are appropriately triaged, prioritized, and resolved within established SLAs.</li> <li>Provide regular reporting and metrics on service desk performance, including ticket volume, resolution times, customer satisfaction, and SLA adherence; present findings and recommendations to IT leadership.</li> <li>Establish and maintain training plans for service desk team members, ensuring knowledge stays current across a rapidly evolving technology landscape including AI tools, cloud platforms, and endpoint technologies.</li> <li>Hire, onboard, and continuously develop service desk staff and third-party partners, including offshore and after-hours support resources.</li> <li>Maintain and expand the firm’s self-service knowledgebase for end users and internal knowledgebase for service desk staff, ensuring documentation is accurate