Lead, Service Desk - PGIM Technology (Hybrid - Newark, NJ)

PGIM•Newark, NJ

1d•Hybrid

About The Position

PGIM Quantitative Solutions (PQS) is a global investment manager within PGIM, the asset management business of Prudential Financial. PQS leverages advanced quantitative research, data science, and technology-driven strategies to deliver innovative investment solutions across asset classes. The organization combines deep financial expertise with cutting-edge infrastructure and engineering capabilities to support scalable, resilient, and highly secure investment platforms. Technology plays a critical role in enabling PQS to operate efficiently, manage risk, and deliver value to clients in a fast-paced and highly regulated environment. We are seeking a hands-on, service-oriented IT professional who thrives in a fast-paced, collaborative environment. The ideal candidate brings a strong technical foundation across end-user technologies and demonstrates a proactive, customer-first mindset. This individual is not only a capable problem solver but also a natural team leader; someone who can guide junior team members, identify process improvements, and drive operational excellence within the Service Desk function. Strong communication skills, attention to detail, and the ability to work across multiple technology domains are essential.

Requirements

Experience supporting Windows and macOS operating systems in an enterprise environment
Working knowledge of virtual desktop infrastructure (VDI) and VMware platforms
Experience with endpoint patching, vulnerability remediation, and system updates
Strong troubleshooting and problem-solving skills across hardware and software issues
Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, and Teams
Excellent written and verbal communication skills with a strong customer-service focus
Ability to work independently while contributing effectively within a team environment
Flexibility to support after-hours or weekend work when required

Nice To Haves

Experience working within Agile environments, with Scrum certification (e.g., CSM, PSM) or equivalent experience strongly preferred—demonstrating the ability to participate effectively in stand-ups, sprint ceremonies, and continuous improvement initiatives
Demonstrated experience mentoring or supporting junior Service Desk team members
Familiarity with ITSM frameworks (e.g., ITIL) and continuous improvement practices
Experience supporting hybrid or remote workforce environments, including VDI solutions
Exposure to enterprise security and compliance standards in a regulated environment
Strong documentation and knowledge-sharing habits
A proactive mindset with the ability to identify trends, risks, and operational gaps

Responsibilities

Serve as the primary point of contact for IT incidents and service requests, ensuring a high level of customer satisfaction
Troubleshoot and resolve hardware, software, mobile, and connectivity issues across a Windows and macOS environment
Log, track, and manage incidents and requests using ITSM tools in alignment with best practices
Escalate complex issues to internal teams or vendors and ensure timely follow-through to resolution
Install, configure, and maintain end-user devices, applications, and peripherals
Support onboarding and offboarding processes, including provisioning access, configuring devices, and recovering assets
Manage hardware inventory and maintain accurate asset records
Administer user accounts and access within Active Directory and other enterprise systems
Ensure compliance with security policies, access controls, and asset management standards
Develop and maintain knowledge base articles, documentation, and standard operating procedures
Identify recurring issues and recommend process improvements to enhance service delivery
Participate in Agile ceremonies and collaborate with Infrastructure, Security, and Application teams
Support office moves, workstation setups, and related physical infrastructure tasks
Participate in an on-call rotation and provide after-hours support as needed

Benefits

Market competitive base salaries, with a yearly bonus potential at every level.
Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave.
401(k) plan with company match (up to 4%).
Company-funded pension plan.
Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs.
Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.
Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance.
To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers.