Help Desk Manager jobs in United States
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Gotham Technology Group · 2 days ago

Help Desk Manager

positionNew York, NY
timeFull-time
remoteOnsite
senioritySenior Level
date7+ years exp

Gotham Technology Group is a high-performing investment firm seeking an experienced Helpdesk Manager to lead its end-user support function. This hands-on leadership role involves managing a small support team, delivering high-quality support to front-office users, and driving continuous improvement in service delivery.

Information ServicesInformation Technology
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Diversity & Inclusion
Hiring Manager
Finlay Walker
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Responsibilities

Lead and manage a small, high-caliber Helpdesk / Desktop Support team
Serve as the escalation point for complex technical and user-impacting issues
Deliver white-glove support to portfolio managers, traders, analysts, and senior leadership
Own incident, request, and escalation workflows; ensure SLA adherence
Partner closely with infrastructure, security, and application teams
Drive continuous improvement across tools, processes, and user experience
Oversee onboarding/offboarding, endpoint lifecycle, and access coordination
Maintain high standards for documentation, accountability, and service delivery
Step in hands-on when needed — this is a player/coach role

Qualification

End-user supportHelpdesk managementWindowsActive DirectoryMicrosoft 365ITSM platformsLeadership styleCommunication skillsAttention to detail

Required

7+ years of end-user support experience in financial services
2+ years in a Helpdesk Manager, Team Lead, or similar leadership role
Direct experience supporting front-office users in a hedge fund or asset management firm
Strong Windows, Active Directory, Microsoft 365, and endpoint management experience
Experience with ITSM/ticketing platforms (ServiceNow, Jira, Freshservice, etc.)
Exceptional communication skills and executive presence
Calm, decisive leadership style with strong attention to detail

Preferred

Exposure to trading platforms and market data systems
Experience in security-conscious, compliance-driven environments
Background in lean, high-performance technology teams

Company

Gotham Technology Group

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Gotham Technology Group is a provider of guidance and direction to IT professionals.
dateFounded in 2001
location
Montvale, New Jersey, USA
people-size51-200 employees
web-link
https://www.gothamtg.com

Funding

Current Stage
Growth Stage

Leadership Team

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Ira Silverman
CEO
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Recent News

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