... and intern onboarding cycles. Key Responsibilities Service Desk Leadership * Lead, mentor, and ... Own the service desk ticket queue in FreshService, including triage, prioritization, assignment ...
... and intern onboarding cycles. Key Responsibilities Service Desk Leadership * Lead, mentor, and ... Own the service desk ticket queue in FreshService, including triage, prioritization, assignment ...
Service Desk Lead
Cleveland, OH · On-site
... and intern onboarding cycles. Key Responsibilities Service Desk Leadership * Lead, mentor, and ... Own the service desk ticket queue in FreshService, including triage, prioritization, assignment ...
Service Desk Lead
Cleveland, OH · On-site
... and intern onboarding cycles. Key Responsibilities Service Desk Leadership * Lead, mentor, and ... Own the service desk ticket queue in FreshService, including triage, prioritization, assignment ...
Assignment Desk Intern information
What are the typical tasks and responsibilities of an assignment desk intern?
As an Assignment Desk Intern, you'll support the newsroom by monitoring breaking news, assisting with story research, and helping to coordinate coverage logistics. Your daily tasks may include answering phones, gathering information from sources, monitoring police scanners, and updating assignment lists for reporters and photographers. You'll work closely with assignment editors and reporters, gaining exposure to how stories are developed and how news coverage is organized. This role offers valuable hands-on experience in a fast-paced environment and is an excellent introduction to broadcast or digital journalism.
What does an assignment desk intern do?
An Assignment Desk Intern assists newsroom staff by monitoring news sources, gathering information, and helping coordinate news coverage. They may help track breaking stories, research leads, answer phones, and communicate with reporters and photographers in the field. This role provides hands-on experience in how newsrooms operate and is ideal for students interested in journalism, broadcasting, or media. Interns learn essential skills such as news judgment, communication, and multitasking in a fast-paced environment.
What are the key skills and qualifications needed to thrive as an assignment desk intern?
To thrive as an Assignment Desk Intern, you need strong research, organizational, and communication skills, often supported by coursework in journalism or media studies. Familiarity with newsroom software, content management systems, and digital research tools is typically required. Attention to detail, adaptability, and the ability to work under tight deadlines are essential soft skills for this position. These skills ensure that news coverage is timely, accurate, and coordinated, supporting the overall effectiveness of the newsroom.
What is the difference between Assignment Desk Intern vs Assignment Desk Coordinator?
| Aspect | Assignment Desk Intern | Assignment Desk Coordinator |
|---|---|---|
| Credentials | Typically pursuing or recent graduate in journalism, communications, or related field | Usually requires experience in news or media operations, sometimes a degree in journalism or related field |
| Work Environment | Entry-level, internship setting within newsrooms or media companies | Full-time, operational role within newsrooms managing assignments and schedules |
| Employer & Industry Usage | Used in media, broadcasting, and news organizations for training and entry-level roles | Common in news organizations for managing daily news assignments and logistics |
The main difference is that an Assignment Desk Intern is an entry-level, temporary position focused on learning and assisting, while an Assignment Desk Coordinator is a full-time role responsible for managing news assignments and coordinating staff. Interns gain experience, whereas coordinators handle operational responsibilities in newsrooms.
What cities in Ohio are hiring for Assignment Desk Intern jobs? Cities in Ohio with the most Assignment Desk Intern job openings:
Job description
The Service Desk Lead is responsible for leading BGL's front-line IT support function across all offices. This is a player-coach role, combining hands-on technical support with daily leadership and operational ownership of the service desk.
Reporting to the Director of Information Technology, this role owns all end-user support operations, including ticket management, service levels, onboarding/offboarding execution, and the overall user support experience. The Service Desk Lead partners closely with the Systems & Cloud Administrator and Director for escalation of infrastructure, cloud, and security-related issues.
This role is critical to maintaining a high-quality support experience and enabling productivity across the firm-including managing periods of increased demand such as analyst and intern onboarding cycles.
Key Responsibilities
Service Desk Leadership
- Lead, mentor, and develop service desk analysts and interns across BGL offices, establishing clear expectations, accountability, and performance standards
- Manage daily operations of the service desk, including scheduling, coverage, and workload distribution across locations
- Ensure consistent, professional, and high-touch support delivery aligned with the firm's service standards
- Define and enforce support processes, escalation paths, and service expectations
End-User Support & Ticket Management
- Own the service desk ticket queue in FreshService, including triage, prioritization, assignment, and resolution management and automation.
- Provide senior-level (Tier 1/2) support and serve as the escalation point for complex user issues
- Ensure adherence to service levels, proactively manage ticket backlog, and maintain clear communication with end users
- Drive issues through to full resolution while maintaining accountability for user experience
Onboarding, Offboarding & User Lifecycle
- Execute all joiner-mover-leaver processes, including account provisioning, access management, and secure deprovisioning
- Oversee device preparation and deployment using Windows Autopilot and Microsoft Intune
- Coordinate onboarding readiness to ensure employees are fully operational on day one
- Support large-scale onboarding events, including analyst and intern class intake
Endpoint, Device & Workplace Support
- Provide hands-on support for Windows devices, Microsoft 365, mobile devices, printers, and peripherals
- Assist with hardware and software inventory and license tracking to keep the asset estate accurate and optimized.
- Support collaboration platforms including Microsoft Teams and RingCentral telephony
- Ensure conference rooms and audiovisual systems are operational and meeting-ready
- Coordinate and support physical IT requirements, including desk setups, equipment deployment, office moves, and firm-hosted events
- Deliver high-touch, time-sensitive support to executives and deal teams, including during critical deal execution periods
Service Operations, Metrics & Continuous Improvement
- Track and report on key service desk metrics, including ticket volume, resolution times, SLAs, backlog, and user satisfaction
- Maintain accountability for service performance and identify trends to reduce recurring issues
- Drive continuous improvement of support processes, workflows, and efficiency
- Ensure proper documentation, categorization, and closure of all service requests
Knowledge Management & Standardization
- Build and maintain a structured service desk knowledge base, including runbooks and end-user self-service content
- Capture and document recurring issues and standard resolutions to improve consistency and reduce knowledge silos
- Promote knowledge sharing across team members to support scalability and operational resilience
Vendor Coordination & Escalation Management
- Act as a coordinator between internal users and external support providers (managed service provider)
- Ensure escalations are clearly defined, tracked, and resolved to expected service standards
- Manage communication and accountability throughout the escalation lifecycle
Security, Compliance & Governance
- Follow all firm security and confidentiality policies when handling user access and sensitive information
- Support identity and access management activities, including access provisioning and role-based controls
- Enforce secure onboarding/offboarding practices aligned with regulatory expectations
- Contribute to audit readiness through proper documentation, access control discipline, and adherence to policies appropriate for a FINRA-regulated environment
Ownership Boundaries & Collaboration
- Own end-user support operations and service desk delivery across the firm
- Collaborate with the Systems & Cloud Administrator and Director of IT for infrastructure, cloud, and security escalations
- Support IT projects (e.g., system rollouts, office moves, migrations) by representing the end-user support perspective
Required Qualifications
- Associate's or Bachelor's degree in information technology or a related field preferred; professional experience may outweigh formal education.
- 4+ years in IT support or service desk roles, including experience in a lead, senior, or supervisory capacity.
- Strong hands-on support skills across Microsoft 365 and Windows endpoints.
- Experience with an ITSM / ticketing platform (FreshService or similar) and working to defined service levels.
- Experience with device provisioning and management (Microsoft Intune and Windows Autopilot).
- Excellent customer-service, communication, and interpersonal skills, with the ability to support executives and demanding users with professionalism and discretion.
- Strong organization and prioritization skills, with the ability to manage a busy queue under pressure.
Preferred Qualifications
- Experience in financial services, professional services, or another regulated environment.
- People-leadership or mentoring experience.
- Familiarity with Microsoft Entra ID and routine identity/access tasks, RingCentral telephony, and conference-room audiovisual technology.
- ITIL familiarity and a service-management mindset.
- Experience supporting users across multiple offices.
#LI-LP1
About Brown Gibbons Lang & Company
Sourced by ZipRecruiter
Industry
Investment banking and securities dealing
Company size
51 - 200 Employees
Headquarters location
Cleveland, OH, US
Year founded
1989