Help Desk Support Manager

State of Wisconsin Investment Board-posted 3 days ago
Full-time • Manager
Hybrid • Madison, WI
101-250 employees
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The Help Desk Manager oversees all aspects of the IT Help Desk function within a dynamic financial services organization. This role is responsible for leading and developing the help desk team to deliver timely, professional, and technically robust support to end users. The successful candidate will ensure the stability and performance of desktop, laptop, Citrix/AVD, and peripheral environments, while driving the adoption of ITIL-aligned service management best practices. We are seeking a technically proficient and customer-focused leader who can elevate the technical capabilities of the support team. This includes mentoring staff on advanced troubleshooting, endpoint management, automation, and enterprise toolsets. The ideal candidate brings hands-on experience supporting complex enterprise environments—particularly within the financial sector—and is adept at bridging the gap between user needs and technical solutions.

  • Help Desk Operations 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.
  • Endpoint Management 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.
  • Application Support 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.
  • AV and Collaboration Tools 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.
  • Service Management & ITIL Framework 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.
  • Customer Experience 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.
  • Vendor management / IT Purchasing 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.
  • The ideal candidate brings a strategic mindset, hands-on architectural expertise, and a passion for transforming enterprise capabilities.
  • Leadership & Management Skills Proven ability to lead, coach, and develop high-performing teams of IT support professionals and analysts.
  • Strong background in incident management, escalation handling, and customer service excellence.
  • Demonstrated ability to partner with business leaders to align IT support with organizational goals.
  • Experience developing and managing budgets, staffing plans, and vendor relationships.
  • Skilled at change management and fostering a culture of continuous improvement.
  • Excellent communication skills — able to translate technical issues into business terms for non-technical stakeholders.
  • 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.
  • The position requires U.S. work authorization.
  • 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
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