{"schemaVersion":"jobsearcher.job.v1","id":"1b2ee311cab2b059adcc493e","url":"https://jobsearcher.com/jobs/1b2ee311cab2b059adcc493e","canonicalUrl":"https://jobsearcher.com/jobs/1b2ee311cab2b059adcc493e","title":"Manager, IT Services","description":"SUMMARY\r\nThe IT Service Desk Manager is responsible for leading a geographically distributed service desk team— spanning Chicago, New York, and offshore team members — and ensuring the firm's end users receive exceptional technical support across hardware, enterprise software, and an increasingly AI-powered technology stack. This is a hands-on, player-coach role requiring both strong technical depth and the ability to manage, coach, and develop a high-performing team.\r\nThe ideal candidate will bring a white-glove service mindset, a broad and current knowledge of enterprise technologies, and the flexibility to operate effectively across a wide range of situations — from complex infrastructure escalations to providing discreet, high-priority support for senior leadership and other VIP stakeholders. The IT Service Desk Manager will drive service quality, operational efficiency, and continuous improvement, and will serve as a key partner to other IT disciplines in the delivery of end user technology and automation initiatives.\r\nThis role reports to the Executive Director, IT Infrastructure & Support and as an onsite/hybrid employee, you are expected to be in the office on Tuesdays, Wednesdays and Thursday.\r\nRESPONSIBILITIES\r\nLead, manage, and develop a geographically distributed service desk team across Chicago, New York, and offshore team members, ensuring consistent service quality and team cohesion across all locations.\r\nServe as the primary escalation point for complex technical issues, providing hands-on Tier 2/3 support and coaching team members through resolution of challenging problems.\r\nDeliver white-glove, high-touch IT support for executive leadership and other VIP stakeholders, maintaining discretion, urgency, and professionalism at all times.\r\nMonitor and manage the service desk queue to ensure issues and requests are appropriately triaged, prioritized, and resolved within established SLAs.\r\nProvide regular reporting and metrics on service desk performance, including ticket volume, resolution times, customer satisfaction, and SLA adherence; present findings and recommendations to IT leadership.\r\nEstablish and maintain training plans for service desk team members, ensuring knowledge stays current across a rapidly evolving technology landscape including AI tools, cloud platforms, and endpoint technologies.\r\nHire, onboard, and continuously develop service desk staff and third-party partners, including offshore and after-hours support resources.\r\nMaintain and expand the firm's self-service knowledgebase for end users and internal knowledgebase for service desk staff, ensuring documentation is accurate, current, and actionable.\r\nDefine, document, and continuously improve service desk processes; identify and implement automation and self-service solutions to improve efficiency and the end user experience.\r\nSupport the rollout, adoption, and ongoing support of AI productivity tools (e.g., Fireflies AI, Claude, ChatGPT), coordinating training, troubleshooting, and user enablement across the firm.\r\nAssist in evaluating, selecting, and sourcing end user equipment and enterprise software, including participation in asset lifecycle management and technology refresh planning.\r\nProactively identify the need for hardware and software upgrades, configuration changes, or new systems and escalate or act accordingly.\r\nDrive or contribute to projects related to service desk operations and end user technology, collaborating cross-functionally with Infrastructure, Security, and business stakeholders.\r\nProvide direct end user support for hardware and enterprise software as needed, maintaining hands-on technical fluency.\r\nEDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS\r\nCollege coursework in pursuit of a B.A./B.S. degree with a concentration in Business, Computer Science, Information Systems, or a related field preferred.\r\nMicrosoft 365 suite administration (Exchange Online, Teams, SharePoint Online, OneDrive).\r\nMicrosoft Intune / Endpoint Manager for device management and policy enforcement.\r\nMicrosoft Entra ID (formerly Azure AD) and Active Directory.\r\nConfiguration/Infrastructure-As-Code experience (Simeon Cloud or similar software).\r\nWindows 11 and Server operating systems.\r\nFamiliarity and working knowledge of Azure and AWS cloud environments.\r\nVirtualization platforms (VMware or equivalent).\r\nNetworking fundamentals (DNS, DHCP, VPN, firewall concepts).\r\nSecurity tooling and endpoint protection platforms.\r\nZscaler or equivalent cloud security platforms.\r\nVideo conferencing platforms and AV systems (Zoom, Microsoft Teams).\r\nJira Service Management and the broader Atlassian toolset (Jira, Confluence) for ITSM and knowledge management.\r\nScripting for automation and task management (PowerShell strongly preferred; Python a plus).\r\nDell and Apple laptop hardware and peripherals.\r\nFamiliarity with AI productivity and collaboration tools such as Claude AI, ChatGPT, Glean, Fireflies AI, and Gemini.\r\nAbility and desire to experiment and build tools/agents using AI platforms to automate service desk operations which improve efficiency.\r\nAn ability to support end user adoption of AI tools, including troubleshooting, training facilitation, and documentation.\r\nA genuine interest in AI capabilities and a willingness to develop expertise as the firm's AI tool portfolio evolves.\r\nExceptional flexibility and adaptability; able to shift priorities quickly in response to business needs.\r\nSuperior customer service mindset with a white-glove approach to end user support, especially for senior stakeholders.\r\nStrong problem-solving skills with creative, process-improvement orientation.\r\nExcellent verbal and written communication skills; able to translate technical concepts clearly for non-technical audiences.\r\nHighly organized, self-directed, and capable of managing multiple competing priorities without loss of quality.\r\nDemonstrated team player with the ability to build and sustain positive relationships across the technology team and the firm.\r\nHigh degree of professional discretion; comfortable handling sensitive or confidential matters with appropriate care.\r\nMacOS and Apple iOS device support is a plus.\r\nITIL certification or demonstrated familiarity with ITIL/ITSM principles is a plus.\r\nMicrosoft Certifications is a plus.\r\nThe successful candidate will be self-motivated and energized by working among a group of thoughtful, driven, and collaborative colleagues. They will thrive in an organization that holds itself to a high standard and values both individual initiative and team cohesion. They will bring a proactive mindset, exercise sound judgment, and approach their work with integrity and a genuine commitment to excellence.\r\nAT A GLANCE – GCM's Information Technology Organization\r\nA forward-leaning technology team embedded within a leading global alternative asset management firm.\r\nCloud-first infrastructure with virtually all firm systems hosted on Microsoft Azure and AWS.\r\nActively investing in AI tooling and automation across the firm, including AI transcription, AI-assisted productivity, and intelligent workflow solutions.\r\nModern engineering practices including infrastructure-as-code, continuous integration, and cross-functional team ownership.\r\nA strong team culture that values adaptability, candid feedback, and continuous learning.\r\nTeams are empowered by management to take ownership of their domains and deliver meaningful outcomes for the business.\r\nJ-18808-Ljbffr","company":"Socket","rawCompany":"socket","city":"Chicago","state":"IL","isRemote":false,"isActive":true,"createdAt":"2026-08-09T00:47:17.631Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Manager, IT Services","description":"SUMMARY\r\nThe IT Service Desk Manager is responsible for leading a geographically distributed service desk team— spanning Chicago, New York, and offshore team members — and ensuring the firm's end users receive exceptional technical support across hardware, enterprise software, and an increasingly AI-powered technology stack. This is a hands-on, player-coach role requiring both strong technical depth and the ability to manage, coach, and develop a high-performing team.\r\nThe ideal candidate will bring a white-glove service mindset, a broad and current knowledge of enterprise technologies, and the flexibility to operate effectively across a wide range of situations — from complex infrastructure escalations to providing discreet, high-priority support for senior leadership and other VIP stakeholders. The IT Service Desk Manager will drive service quality, operational efficiency, and continuous improvement, and will serve as a key partner to other IT disciplines in the delivery of end user technology and automation initiatives.\r\nThis role reports to the Executive Director, IT Infrastructure & Support and as an onsite/hybrid employee, you are expected to be in the office on Tuesdays, Wednesdays and Thursday.\r\nRESPONSIBILITIES\r\nLead, manage, and develop a geographically distributed service desk team across Chicago, New York, and offshore team members, ensuring consistent service quality and team cohesion across all locations.\r\nServe as the primary escalation point for complex technical issues, providing hands-on Tier 2/3 support and coaching team members through resolution of challenging problems.\r\nDeliver white-glove, high-touch IT support for executive leadership and other VIP stakeholders, maintaining discretion, urgency, and professionalism at all times.\r\nMonitor and manage the service desk queue to ensure issues and requests are appropriately triaged, prioritized, and resolved within established SLAs.\r\nProvide regular reporting and metrics on service desk performance, including ticket volume, resolution times, customer satisfaction, and SLA adherence; present findings and recommendations to IT leadership.\r\nEstablish and maintain training plans for service desk team members, ensuring knowledge stays current across a rapidly evolving technology landscape including AI tools, cloud platforms, and endpoint technologies.\r\nHire, onboard, and continuously develop service desk staff and third-party partners, including offshore and after-hours support resources.\r\nMaintain and expand the firm's self-service knowledgebase for end users and internal knowledgebase for service desk staff, ensuring documentation is accurate, current, and actionable.\r\nDefine, document, and continuously improve service desk processes; identify and implement automation and self-service solutions to improve efficiency and the end user experience.\r\nSupport the rollout, adoption, and ongoing support of AI productivity tools (e.g., Fireflies AI, Claude, ChatGPT), coordinating training, troubleshooting, and user enablement across the firm.\r\nAssist in evaluating, selecting, and sourcing end user equipment and enterprise software, including participation in asset lifecycle management and technology refresh planning.\r\nProactively identify the need for hardware and software upgrades, configuration changes, or new systems and escalate or act accordingly.\r\nDrive or contribute to projects related to service desk operations and end user technology, collaborating cross-functionally with Infrastructure, Security, and business stakeholders.\r\nProvide direct end user support for hardware and enterprise software as needed, maintaining hands-on technical fluency.\r\nEDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS\r\nCollege coursework in pursuit of a B.A./B.S. degree with a concentration in Business, Computer Science, Information Systems, or a related field preferred.\r\nMicrosoft 365 suite administration (Exchange Online, Teams, SharePoint Online, OneDrive).\r\nMicrosoft Intune / Endpoint Manager for device management and policy enforcement.\r\nMicrosoft Entra ID (formerly Azure AD) and Active Directory.\r\nConfiguration/Infrastructure-As-Code experience (Simeon Cloud or similar software).\r\nWindows 11 and Server operating systems.\r\nFamiliarity and working knowledge of Azure and AWS cloud environments.\r\nVirtualization platforms (VMware or equivalent).\r\nNetworking fundamentals (DNS, DHCP, VPN, firewall concepts).\r\nSecurity tooling and endpoint protection platforms.\r\nZscaler or equivalent cloud security platforms.\r\nVideo conferencing platforms and AV systems (Zoom, Microsoft Teams).\r\nJira Service Management and the broader Atlassian toolset (Jira, Confluence) for ITSM and knowledge management.\r\nScripting for automation and task management (PowerShell strongly preferred; Python a plus).\r\nDell and Apple laptop hardware and peripherals.\r\nFamiliarity with AI productivity and collaboration tools such as Claude AI, ChatGPT, Glean, Fireflies AI, and Gemini.\r\nAbility and desire to experiment and build tools/agents using AI platforms to automate service desk operations which improve efficiency.\r\nAn ability to support end user adoption of AI tools, including troubleshooting, training facilitation, and documentation.\r\nA genuine interest in AI capabilities and a willingness to develop expertise as the firm's AI tool portfolio evolves.\r\nExceptional flexibility and adaptability; able to shift priorities quickly in response to business needs.\r\nSuperior customer service mindset with a white-glove approach to end user support, especially for senior stakeholders.\r\nStrong problem-solving skills with creative, process-improvement orientation.\r\nExcellent verbal and written communication skills; able to translate technical concepts clearly for non-technical audiences.\r\nHighly organized, self-directed, and capable of managing multiple competing priorities without loss of quality.\r\nDemonstrated team player with the ability to build and sustain positive relationships across the technology team and the firm.\r\nHigh degree of professional discretion; comfortable handling sensitive or confidential matters with appropriate care.\r\nMacOS and Apple iOS device support is a plus.\r\nITIL certification or demonstrated familiarity with ITIL/ITSM principles is a plus.\r\nMicrosoft Certifications is a plus.\r\nThe successful candidate will be self-motivated and energized by working among a group of thoughtful, driven, and collaborative colleagues. They will thrive in an organization that holds itself to a high standard and values both individual initiative and team cohesion. They will bring a proactive mindset, exercise sound judgment, and approach their work with integrity and a genuine commitment to excellence.\r\nAT A GLANCE – GCM's Information Technology Organization\r\nA forward-leaning technology team embedded within a leading global alternative asset management firm.\r\nCloud-first infrastructure with virtually all firm systems hosted on Microsoft Azure and AWS.\r\nActively investing in AI tooling and automation across the firm, including AI transcription, AI-assisted productivity, and intelligent workflow solutions.\r\nModern engineering practices including infrastructure-as-code, continuous integration, and cross-functional team ownership.\r\nA strong team culture that values adaptability, candid feedback, and continuous learning.\r\nTeams are empowered by management to take ownership of their domains and deliver meaningful outcomes for the business.\r\nJ-18808-Ljbffr","datePosted":"2026-08-09T00:47:17.631Z","dateModified":"2026-08-09T00:47:17.631Z","hiringOrganization":{"@type":"Organization","name":"Socket","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Chicago","addressRegion":"IL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1b2ee311cab2b059adcc493e"},"url":"https://jobsearcher.com/jobs/1b2ee311cab2b059adcc493e"}}