IT Service Desk Manager

About the role

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. 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. This role reports to the Executive Director, IT Infrastructure & Support and as an onsite/hybrid employee, you are expected to be in the office on Tuesdays, Wednesdays and Thursday.

Responsibilities

• 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.
• 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.
• Deliver white-glove, high-touch IT support for executive leadership and other VIP stakeholders, maintaining discretion, urgency, and professionalism at all times.
• Monitor and manage the service desk queue to ensure issues and requests are appropriately triaged, prioritized, and resolved within established SLAs.
• 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.
• 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.
• Hire, onboard, and continuously develop service desk staff and third-party partners, including offshore and after-hours support resources.
• Maintain and expand the firm's self-service knowledgebase for end users and internal knowledgebase for service desk staff, ensuring documentation is accurate, current, and actionable.
• Define, document, and continuously improve service desk processes; identify and implement automation and self-service solutions to improve efficiency and the end user experience.
• Support the rollout, adoption, and ongoing support of AI productivity tools (e.g., Fireflies AI, Claude, ChatGPT), coordinating training, troubleshooting, and user enablement across the firm.
• Assist in evaluating, selecting, and sourcing end user equipment and enterprise software, including participation in asset lifecycle management and technology refresh planning.
• Proactively identify the need for hardware and software upgrades, configuration changes, or new systems and escalate or act accordingly.
• Drive or contribute to projects related to service desk operations and end user technology, collaborating cross-functionally with Infrastructure, Security, and business stakeholders.
• Provide direct end user support for hardware and enterprise software as needed, maintaining hands-on technical fluency.
• EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS
• College coursework in pursuit of a B.A./B.S. degree with a concentration in Business, Computer Science, Information Systems, or a related field preferred.
• Microsoft 365 suite administration (Exchange Online, Teams, SharePoint Online, OneDrive).
• Microsoft Intune / Endpoint Manager for device management and policy enforcement.
• Microsoft Entra ID (formerly Azure AD) and Active Directory.
• Configuration/Infrastructure-As-Code experience (Simeon Cloud or similar software).
• Windows 11 and Server operating systems.
• Familiarity and working knowledge of Azure and AWS cloud environments.
• Virtualization platforms (VMware or equivalent).
• Networking fundamentals (DNS, DHCP, VPN, firewall concepts).
• Security tooling and endpoint protection platforms.
• Zscaler or equivalent cloud security platforms.
• Video conferencing platforms and AV systems (Zoom, Microsoft Teams).
• Jira Service Management and the broader Atlassian toolset (Jira, Confluence) for ITSM and knowledge management.
• Scripting for automation and task management (PowerShell strongly preferred; Python a plus).
• Dell and Apple laptop hardware and peripherals.
• Familiarity with AI productivity and collaboration tools such as Claude AI, ChatGPT, Glean, Fireflies AI, and Gemini.
• Ability and desire to experi

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at gcmgrosvenor? Share your experience