State of Wisconsin Investment Board · 2 days ago
Help Desk Support Manager
Madison, WI
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expThe State of Wisconsin Investment Board (SWIB) is a premier global investment organization responsible for managing significant assets for the Wisconsin Retirement System. The Help Desk Support Manager oversees the IT Help Desk function, leading a team to provide high-quality support while ensuring the stability of desktop and application environments.
Asset ManagementFinanceWealth Management
No H1B
Responsibilities
Lead, coach, and mentor the help desk team to provide high-quality, customer-centric IT support
Oversee daily operations of the help desk, ensuring SLAs are met and service levels are consistently maintained
Track and report key performance metrics, including mean time to respond (MTTR), mean time to resolve (MTTRs), ticket volume trends, and customer satisfaction
Manage standard desktop and laptop images for deployment, ensuring security, compliance, and optimal performance
Oversee configuration, installation, and maintenance of desktop software and hardware
Ensure patch management and endpoint protection are implemented consistently
Management of tools used in provisioning software such as InTune, SCCM, JAMF
Deep experience with GPOs and overall end device security management
Support and maintain industry-standard financial applications such as Charles River, Bloomberg, FactSet, and other trading and research tools
Collaborate with application owners and vendors to ensure reliable performance and timely updates
Manage and maintain conference room audiovisual (AV) systems, video conferencing platforms, and collaboration tools through third party support vendors
Troubleshoot AV issues and ensure seamless meeting experiences for employees and executives
Implement and manage ITIL-based processes, including incident, request, and problem management
Develop and maintain an IT service catalog, ensuring users have clear visibility into available IT services
Continuously improve help desk processes using ITIL best practices and automation
Foster a culture of responsiveness, empathy, and accountability across the help desk team
Maintain open communication with users and business partners to ensure IT services meet organizational needs
Manage strategic relationships with software and hardware vendors to ensure optimal service delivery, product support, and alignment with organizational needs
Manage and monitor contracts and their expirations, while allocating infrastructure expenses to the appropriate infrastructure budget
Qualification
Required
Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field; advanced degree or industry certifications strongly preferred
8+ years of progressive experience in enterprise infrastructure and or service desk support environments ideally in investment management or financial services
Experience supporting financial services technology environments, including trading, research, and analytics platforms
Experience managing enterprise-level IT support operations across multiple locations or business units
Strong knowledge of ITIL framework; ITIL Foundation certification preferred
Demonstrated experience with help desk metrics and reporting (e.g., MTTR, first call resolution)
Experience managing ticketing and IT service management platforms (e.g.,Jira Service Management)
Familiarity with identity and access management (IAM), Active Directory, and multi-factor authentication (MFA) systems
Strong understanding of enterprise IT environments, including Windows, macOS, mobile device management (MDM), and Microsoft 365 ecosystem
Proficiency in endpoint management tools (e.g., SCCM, Intune, Jamf)
Proficient in Windows Desktop and Server operating systems
Knowledgeable in networking and WiFi systems
Excellent interpersonal and communication skills, with a strong customer service orientation
Ability to manage multiple priorities in a fast-paced, high-stakes environment
Experience supporting platforms running both on-prem and in the cloud
Proven track record of managing and leading high-performing support teams in a 24x6 environment
Excellent problem-solving skills and the ability to think strategically and analytically
Preferred
Advanced degree or industry certifications strongly preferred
Strong knowledge of ITIL framework; ITIL Foundation certification preferred
Benefits
Competitive total cash compensation, based on AON (formerly McLagan) industry benchmarks
Comprehensive benefits package
Educational and training opportunities
Tuition reimbursement
Challenging work in a professional environment
Hybrid work environment
Company
State of Wisconsin Investment Board
SWIB's investments are managed by its own professional staff and by outside money manager firms.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
David Villa
Executive Director & Chief Investment Officer
Recent News
Startup and Tech News - Madison Startups
2025-11-12
Company data provided by crunchbase