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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.

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