Service Desk Lead

The Service Desk Lead is responsible for overseeing Level 1 and 2 support operations, managing technical issues across desktops, servers, and infrastructure, while mentoring the local IT support team. This role requires strong technical expertise in Windows environments, networking, and service desk tools, along with the ability to contribute to broader IT strategy execution. A financial sector background is a plus!

Client Details

A global institutional investment manager, owned by Australian pension funds, that specializes in long-term investments across infrastructure, debt, private equity, and listed equities, with a strong focus on responsible and sustainable investing.

Description

• End-User Support (Level 1 & 2)
  Provide timely and effective IT support for desktops, applications, and hardware, ensuring proper logging and resolution of service desk tickets.

• Technical Infrastructure & Windows Administration
  Manage Level 2 support issues, including desktop and server support, with a strong focus on Windows OS (Windows 10/11) and Office 365 environments.

• Networking Support & Vendor Coordination
  Support LAN/WAN environments, VPN, and remote access tools; collaborate closely with networking vendors-especially during office expansion and infrastructure rollout projects.

• Project Involvement - NYC Focus
  Participate in key NYC projects:

  • Assist with the upgrade from Windows 10 to Windows 11, gathering feedback and troubleshooting issues.

  • Support IT infrastructure scale-up for the office expansion, including setup and testing of 300+ workstations and 27 meeting rooms.

• Team Leadership & Mentoring
  Lead and mentor the local IT Service Desk team, fostering a high-performance, customer-focused culture.

• Stakeholder & Provider Liaison
  Act as a key point of contact between IT, business stakeholders, and service providers to ensure seamless service delivery and issue resolution.

Profile

A successful candidate for the Service Desk Lead role is a hands-on IT professional with strong team leadership experience and a background in the financial sector. They possess in-depth knowledge of Windows 10/11, LAN/WAN networking, and end-user support, and are capable of managing both day-to-day technical operations and strategic infrastructure projects.

Job Offer

An immediate start date, 2 round interview process, ability to lead a team while remaining hands on handling ticket escalations, and 1-2 days work from home flexibility per week(depends on the week).

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.