Urgent Job Opening - Service Desk Lead/ Manager, End User Services - New York, NY - Hybrid

Job Description: Department: Core Infrastructure & Platform Engineering Reports To: SVP, Head of Core Infrastructure & Platform Engineering Job Summary We are seeking a Service Desk Lead/ Manager, End User Services to lead the Help Desk function and oversee end-user technology operations across the organization. This role is responsible for managing daily support operations, resolving escalations, improving service delivery, and ensuring a secure and compliant corporate technology environment. This is a hands-on leadership role combining operational management, technical troubleshooting, compliance oversight, and stakeholder engagement. The ideal candidate will manage support staff, drive service excellence, and continuously improve end-user technology services. Key Responsibilities: - End User Support & Operations Provide support for internal and external users across desktop, mobile, and access-related issues Serve as escalation point for complex technical issues Deliver hands-on in-person and remote support for hardware, software, and basic network issues Oversee installation, upgrades, and maintenance of desktops, laptops, printers, AV equipment, and peripherals Manage IT asset lifecycle including procurement, tracking, and disposal Handle onboarding and offboarding including Active Directory, Azure AD, and device provisioning Maintain endpoint compliance, access governance, and audit readiness Support internal and external audits and regulatory engagements Team Leadership & Service Management: - Lead, mentor, and manage Help Desk support staff Set performance goals and evaluate team performance Train new hires and provide ongoing technical training Establish SOPs, troubleshooting documentation, and best practices Monitor ticket queues and ensure SLA compliance Define and track KPIs and OKRs for service delivery Build relationships with end users and stakeholders Drive continuous improvement initiatives for support services Coordinate with engineering teams and asset owners Manage vendor relationships and technical escalations Required Qualifications: - Bachelor’s degree in Computer Science, Information Technology, or related field 10+ years of experience in corporate IT, infrastructure, or technology operations 5+ years of experience in leadership or supervisory role Strong experience with desktop virtualization technologies: Windows 365 Cloud PC Azure Virtual Desktop VMware Horizon Hands-on experience supporting enterprise endpoint environments Strong knowledge of Microsoft 365 ecosystem Experience with endpoint security tools (SentinelOne, Defender, etc.) Knowledge of identity & authentication frameworks (Azure AD, MFA, Kerberos, Credential Guard) Experience supporting compliance and regulatory audits Excellent stakeholder management and communication skills Ability to manage multiple priorities in fast-paced environment Preferred Qualifications: - Experience with security frameworks (ISO 27001, SOC 2, NIST) Financial services industry experience Knowledge of regulatory environments (SEC, FCA, etc.) Data privacy and governance exposure Vendor management and contract negotiation experience Key Skills: - Help Desk Management End User Support IT Operations Desktop Virtualization Microsoft 365 Azure AD Endpoint Security SLA Management IT Compliance Team Leadership Stakeholder Management Incident Management Nice-to-Have Technologies: - Windows 365 Cloud PC Azure Virtual Desktop VMware Horizon SentinelOne Microsoft Defender Active Directory Azure AD MFA Endpoint Management Tools