Service Desk Lead

Brown Gibbons Lang & Company•Cleveland, OH

13h•$90,000 - $100,000•Hybrid

About The Position

Brown Gibbons Lang & Company (BGL) is a leading independent investment bank and financial advisory firm focused on the global middle market. We advise private and public corporations and debt and equity sponsors on mergers and acquisitions, capital markets, financial restructurings, valuations and opinions, real estate, and other strategic matters. BGL has investment banking offices in Boston, Chicago, Cleveland, Los Angeles, and New York, and real estate offices in Chicago and Cleveland. The firm is also a founding member of REACH Cross-Border Mergers & Acquisitions, enabling BGL to service clients in 30 countries around the world. On every engagement, our clients receive senior-level attention from experienced bankers who bring a wealth of industry knowledge, transaction expertise, and deep relationships with key players in a broad range of industries. Our success and growth is due to the expertise, passion, and commitment of our team. We value our employees and invest in their development, recognizing that their talent is the foundation of the exceptional service we deliver to BGL clients. The Service Desk Lead is responsible for leading BGL’s front-line IT support function across all offices. This is a player-coach role, combining hands-on technical support with daily leadership and operational ownership of the service desk. Reporting to the Director of Information Technology, this role owns all end-user support operations, including ticket management, service levels, onboarding/offboarding execution, and the overall user support experience. The Service Desk Lead partners closely with the Systems & Cloud Administrator and Director for escalation of infrastructure, cloud, and security-related issues. This role is critical to maintaining a high-quality support experience and enabling productivity across the firm—including managing periods of increased demand such as analyst and intern onboarding cycles.

Requirements

Associate’s or Bachelor’s degree in information technology or a related field preferred; professional experience may outweigh formal education.
4+ years in IT support or service desk roles, including experience in a lead, senior, or supervisory capacity.
Strong hands-on support skills across Microsoft 365 and Windows endpoints.
Experience with an ITSM / ticketing platform (FreshService or similar) and working to defined service levels.
Experience with device provisioning and management (Microsoft Intune and Windows Autopilot).
Excellent customer-service, communication, and interpersonal skills, with the ability to support executives and demanding users with professionalism and discretion.
Strong organization and prioritization skills, with the ability to manage a busy queue under pressure.

Nice To Haves

Experience in financial services, professional services, or another regulated environment.
People-leadership or mentoring experience.
Familiarity with Microsoft Entra ID and routine identity/access tasks, RingCentral telephony, and conference-room audiovisual technology.
ITIL familiarity and a service-management mindset.
Experience supporting users across multiple offices.

Responsibilities

Lead, mentor, and develop service desk analysts and interns across BGL offices, establishing clear expectations, accountability, and performance standards
Manage daily operations of the service desk, including scheduling, coverage, and workload distribution across locations
Ensure consistent, professional, and high-touch support delivery aligned with the firm’s service standards
Define and enforce support processes, escalation paths, and service expectations
Own the service desk ticket queue in FreshService, including triage, prioritization, assignment, and resolution management and automation.
Provide senior-level (Tier 1/2) support and serve as the escalation point for complex user issues
Ensure adherence to service levels, proactively manage ticket backlog, and maintain clear communication with end users
Drive issues through to full resolution while maintaining accountability for user experience
Execute all joiner-mover-leaver processes, including account provisioning, access management, and secure deprovisioning
Oversee device preparation and deployment using Windows Autopilot and Microsoft Intune
Coordinate onboarding readiness to ensure employees are fully operational on day one
Support large-scale onboarding events, including analyst and intern class intake
Provide hands-on support for Windows devices, Microsoft 365, mobile devices, printers, and peripherals
Assist with hardware and software inventory and license tracking to keep the asset estate accurate and optimized.
Support collaboration platforms including Microsoft Teams and RingCentral telephony
Ensure conference rooms and audiovisual systems are operational and meeting-ready
Coordinate and support physical IT requirements, including desk setups, equipment deployment, office moves, and firm-hosted events
Deliver high-touch, time-sensitive support to executives and deal teams, including during critical deal execution periods
Track and report on key service desk metrics, including ticket volume, resolution times, SLAs, backlog, and user satisfaction
Maintain accountability for service performance and identify trends to reduce recurring issues
Drive continuous improvement of support processes, workflows, and efficiency
Ensure proper documentation, categorization, and closure of all service requests
Build and maintain a structured service desk knowledge base, including runbooks and end-user self-service content
Capture and document recurring issues and standard resolutions to improve consistency and reduce knowledge silos
Promote knowledge sharing across team members to support scalability and operational resilience
Act as a coordinator between internal users and external support providers (managed service provider)
Ensure escalations are clearly defined, tracked, and resolved to expected service standards
Manage communication and accountability throughout the escalation lifecycle
Follow all firm security and confidentiality policies when handling user access and sensitive information
Support identity and access management activities, including access provisioning and role-based controls
Enforce secure onboarding/offboarding practices aligned with regulatory expectations
Contribute to audit readiness through proper documentation, access control discipline, and adherence to policies appropriate for a FINRA-regulated environment
Own end-user support operations and service desk delivery across the firm
Collaborate with the Systems & Cloud Administrator and Director of IT for infrastructure, cloud, and security escalations
Support IT projects (e.g., system rollouts, office moves, migrations) by representing the end-user support perspective