Manager, Technology Service Desk

BHG Financial • Davie, FL

20d • Onsite

About The Position

BHG Financial is seeking a technology support leader to manage Service Desk operations and deliver consistent, effective end-user support across its office locations. The role leads Service Desk Engineers across Davie, Florida, and Syracuse, New York, and is responsible for team development, operational performance, ticket and project workflows, employee technology lifecycle processes, and hardware asset management.

The Manager oversees daily support operations through Jira Service Management, including incidents, service requests, onboarding, escalations, and service-level adherence. The role also supports technology operations at the Davie, Syracuse, and Las Olas offices, collaborates with technical and business teams, reports on performance, and serves as an escalation point for critical technology issues. The position is required to be onsite in Davie, Florida, five days per week, during standard operating hours of approximately 7:30 AM to 5:00 PM. Periodic travel, after-hours on-call support, and occasional evening, weekend, and holiday work are required.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• At least 8 years of experience in technical support, service desk operations, or service engineering, including at least 5 years in a leadership or managerial role.
• Experience leading distributed Service Desk or End User Support teams, including coaching, performance management, workload prioritization, scheduling, and operational oversight.
• Strong understanding of ITIL/ITSM principles, service management best practices, incident management, request fulfillment, problem management, and service delivery metrics.
• Experience managing enterprise ticketing platforms such as Jira Service Management, ServiceNow, or similar solutions.
• Experience supporting and troubleshooting Windows 11, macOS, iOS, and Android in a corporate environment.
• Knowledge of endpoint management technologies, including Microsoft Intune, Jamf Pro, Tanium, and related platforms.
• Experience supporting Microsoft 365, Microsoft Teams, Zoom, VPN technologies, conference room AV systems, and end-user collaboration tools.
• Strong understanding of IT asset management, inventory controls, CMDBs, hardware lifecycle management, and equipment auditing.
• Experience managing employee onboarding and offboarding technology processes, including hardware provisioning, asset recovery, and documentation.
• Excellent organizational, communication, and stakeholder management skills, with the ability to work across technical and business teams.
• Willingness and ability to respond to incidents and support requests outside normal business hours.
• Ability to work occasional evenings, weekends, and holidays to support operations, critical incidents, and technology initiatives.
• Ability to travel periodically to support business operations and team activities.
• Ability to lift up to 50 pounds and perform equipment setup, deployment, and inventory management.
• Must work onsite in Davie, Florida, five days per week, and be available during standard operating hours of approximately 7:30 AM to 5:00 PM.
• Must already have valid U.S. work authorization that will not require employer sponsorship now or in the future.

Responsibilities

• Lead and manage Service Desk Engineers across Davie, FL, and Syracuse, NY, including coaching, performance management, career development, scheduling, team communications, and support coverage.
• Oversee daily Service Desk operations, including support requests, incidents, service requests, onboarding activities, escalations, and SLA adherence through Jira Service Management.
• Manage Service Desk project work, including hardware refreshes, security-related projects, and operational improvements, ensuring timely completion.
• Manage employee hardware lifecycle processes, including new-hire provisioning, onboarding support, equipment retrieval for separated employees, inventory management, asset tracking, CMDB accuracy, and hardware disposal.
• Partner with Endpoint Management, Cloud Engineering, Infrastructure, Information Security, Identity & Access Management, Governance Risk & Compliance, People Development, and People Relations teams on business objectives and technology initiatives.
• Oversee hardware inventory, warehouse operations, audits, procurement planning, and asset governance while ensuring documentation accuracy and compliance with established processes.
• Support office technology operations at Davie, Syracuse, and Las Olas, including conference room technologies, audiovisual systems, reservable workspaces, and employee productivity tools.
• Monitor Service Desk metrics, dashboards, ticket trends, onboarding readiness, and operational effectiveness; provide leadership updates and drive continuous improvement.
• Participate in leadership and departmental meetings, quarterly business activities, and company events; act as an escalation point for critical technology support issues.
• Travel periodically to support business operations, leadership events, team collaboration, and cross-site service delivery.
• Provide after-hours on-call support to Service Desk staff supporting critical business systems and services.
• Perform other duties as assigned.

Benefits

• Medical, prescription, dental, and vision coverage for employees and eligible family members.
• Competitive PTO and vacation policies.
• One Friday off each month for Wellness Weekends.
• Company 401(k) plan with employer contributions after one year.
• Company-sponsored training and certification opportunities.
• Quarterly award ceremonies recognizing top achievers, with additional bonuses.
• Ongoing volunteer opportunities through the BHG Cares program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager