Desktop Support Manager

Job Description

Responsibilities

• Lead and develop a team of desktop support technicians, overseeing daily operations, ticket queues, and SLA performance to deliver fast, high-quality end-user support across trading, operations, and corporate teams.
• Manage the lifecycle of end-user hardware and software (laptops, desktops, multi-monitor trading setups, mobile devices, and peripherals), including imaging, patching, upgrades, and asset tracking.
• Drive continuous improvement by analyzing incident trends, building knowledge base content, coordinating with infrastructure and vendor partners, and supporting VIP and executive users.

Requirements

• 5+ years of desktop/IT support experience, including at least 2 years in a supervisory or management role, preferably within banking, asset management, or another regulated financial environment.
• Strong technical expertise in Windows and macOS, Microsoft 365, Active Directory/Entra ID, Intune or SCCM, and ITSM platforms such as ServiceNow.
• Working knowledge of financial-sector compliance and security requirements, and experience supporting market data and trading applications (e.g., Bloomberg Terminal) is a plus.
• Excellent leadership, communication, and customer service skills, with the ability to stay calm under pressure in a fast-paced, time-sensitive environment. Certifications such as ITIL, CompTIA A+, or Microsoft certifications are preferred.
• BA Degree Required