Gotham Technology Group · 1 day ago
Service Desk Manager
New York, NY
Full-time
Onsite
Senior Level, Lead/Staff
$200K/yr - $250K/yr
8+ years expGotham Technology Group is seeking a senior-level Service Desk Manager to lead and evolve a high-touch, white-glove IT support function within a hedge fund / wealth management environment. This role is responsible for overseeing day-to-day service desk operations, managing a team of support professionals, and ensuring exceptional technical support for users in a fast-paced trading environment.
Information ServicesInformation Technology
Hiring Manager
Autumn Ortenzi
Responsibilities
Lead, mentor, and develop a team of 5–8 Service Desk and Desktop Support professionals, including performance management, coaching, and career development
Own daily service desk operations, ensuring timely resolution of incidents and requests in accordance with defined SLAs and business expectations
Provide escalation support for complex or high-impact issues affecting trading, portfolio management, executive leadership, and critical business applications
Partner closely with Infrastructure, Network, Security, and Application teams to drive rapid issue resolution and continuous service improvement
Maintain a high-touch, white-glove support model for senior executives, portfolio managers, and investment teams
Oversee ticketing workflows, incident management, and problem management processes within ITSM platforms (e.g., ServiceNow, Jira Service Management)
Track and report on service desk KPIs, trends, and root-cause analysis; proactively identify opportunities to reduce repeat incidents
Ensure proper documentation, knowledge base development, and standard operating procedures are maintained and followed
Manage onboarding and offboarding processes, including workstation provisioning, access management, and coordination with HR and Security
Enforce IT policies, security standards, and compliance requirements common to financial services environments
Participate in after-hours support or escalation coverage as required by the business
Qualification
Required
8+ years of IT support or service desk experience, with at least 3–5 years in a people management or team lead capacity
Prior experience supporting hedge funds, asset management firms, investment banks, or wealth management organizations
Strong understanding of front-office support requirements, including trading systems, market data platforms, and time-sensitive workflows
Hands-on experience with Windows and macOS environments in enterprise settings
Proficiency with Active Directory, Azure AD, Office 365, endpoint management, and identity/access management processes
Experience using ITSM tools such as ServiceNow, Jira, or similar platforms
Demonstrated ability to deliver white-glove, executive-level support in high-pressure environments
Excellent communication, stakeholder management, and leadership skills
Preferred
Experience supporting market data platforms (Bloomberg, FactSet, Refinitiv, etc.)
Familiarity with endpoint management tools such as Intune, Jamf, or SCCM
Exposure to security frameworks, audits, and regulatory requirements relevant to financial services
ITIL certification or formal service management training
Company
Gotham Technology Group
Gotham Technology Group is a provider of guidance and direction to IT professionals.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ira Silverman
CEO
Recent News
2023-12-28
Company data provided by crunchbase