Manager, Technology Service Desk

Team: Infrastructure

Department: Technology & IS

Location: Davie, Florida

Commitment: Full-time

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Summary

Who You Are

The Technology Services Engineering Manager at BHG Financial is a strategic and hands-on leader responsible for delivering exceptional end-user support across a diverse technology landscape. This role oversees the daily operations of the Service Desk team, ensuring the timely resolution of technical issues, seamless onboarding experiences, and consistent service excellence.

The manager will support BHG’s user endpoint systems and applications, providing front-line support for Windows 11, macOS, iOS, Android, and AV technologies in conference rooms. The role also includes supporting Zoom, MS Teams, and other collaboration platforms to ensure smooth virtual and hybrid meeting experiences. The ideal candidate possesses a strong technical background, exceptional problem-solving skills, and a customer-first mindset, with proficiency in service management ticketing, such as Jira Service Management, and enterprise software such as Microsoft 365, VPN clients, RingCentral, and Remote Desktop. They excel at multitasking across platforms, guiding service engineers through performance management, project assignments, and professional development, while continuously improving processes and documentation. This role is critical to maintaining operational continuity, driving user satisfaction, and aligning IT support with BHG’s broader infrastructure and business goals.

What You'll Do

Operational control: Oversee daily operations to ensure compliance with standards and achieve organizational objectives.
Shift scheduling: Manage shift scheduling to optimize staff coverage and operational efficiency.
KPI accountability: Monitor key performance indicators (KPIs), such as First Response Time, Resolution Time, Ticket Volume Trends, Backlog Volume, First Contact Resolution Rate, Reopen Rate, Escalation Rate, SLA Compliance Rate, Onboarding Readiness Rate, Process Improvement Implementation Rate, etc., to ensure alignment with performance targets and operational goals.
Service level adherence: Address all customer cases promptly within established SLA requirements and handle them professionally.
Quality assurance: Maintain high service delivery standards while continuously improving customer satisfaction.
Staff Coordination: Provide guidance and performance feedback to non-supervisory staff, ensuring alignment with operational goals and fostering accountability through clear direction and support.
Workflow Management: Strategically plan and oversee the workflow and time management of staff, assigning daily tasks and setting clear deadlines.
Best Practices Implementation: Assess current practices, implement best practice standards, and drive continuous improvement within the team.
Performance Reporting: Prepare and present comprehensive performance reports, evaluating team output and operational efficiency on Service Requests, Incidents, and Projects.
IT Inventory Control: Ensure a rigorous IT inventory process is maintained, including adherence to preventative maintenance schedules and protocols.
Warehousing Logistics: Responsible for the maintenance and upkeep of the IT equipment warehouse, ensuring that there is sufficient inventory on-hand to meet business needs, all equipment is organized, functional, and in optimal condition for use, and equipment is delivered in a timely fashion.
Program Development: Develop and implement programs and procedures designed to enhance the effectiveness and efficiency of IT systems and operations.
Hardware and Software Management: Oversee the management, installation, maintenance, and support of end-user hardware and software applications.
Training and Utilization: Facilitate the continued and expanded use of technology resources through effective implementation and coordination of training programs.
Hardware and Software Management: Oversee the management, installation, maintenance, and support of end-user hardware and software applications.

What You'll Need

A bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
5+ years of experience in technical support or service engineering, with a minimum of 2 years in a leadership or managerial role.
Strong understanding of ITIL principles and service management best practices.
Proficiency in enterprise ticketing platforms (e.g., Jira Service Management, ServiceNow, etc.)
Familiarity with endpoint management tools such as Tanium, Microsoft Intune, Jamf, etc.
Knowledge of Active Directory, Microsoft 365, and common desktop/network troubleshooting techniques.
Deep understanding of Windows 11 system architecture, Group Policy, registry management, driver integration, troubleshooting methodologies, and integration with MDM platforms like Intune and Tanium.
Proficient in managing macOS environments, including system preferences, Terminal commands, software deployment, and integration with MDM platforms like JAMF, Intune, and Tanium.
Skilled in configuring, securing, and supporting mobile devices using MDM tools (e.g., Intune, Apple Business Manager, Android Enterprise).
Experience with the installation, maintenance, and support of end-user hardware and software applications on Windows, macOS, iOS, and Android platforms.
Experience with the installation, maintenance, and support of Audio-Visual hardware and software in conference rooms.
Ability to work at a computer for 8+ hours/day
Fine motor manipulation using a computer (mouse/keyboard)
Ability to lift 50lbs several times weekly
In office presence daily with the local team
Travel to other locations for support needs
Regular visits to the remote team

Life at BHG

At BHG, we work hard and aren't afraid to take risks. Since the beginning, our core values of PMA (positive mental attitude), team player and loyalty have been the driving force behind every interaction we have between each other and our customers. We have a healthy respect for the daily grind, yet we value work/life balance. We believe that all employees should have the opportunity to lead and that good ideas can come from anyone. From the top-down, our leaders are actively involved not only in strategic oversight and running the business, but also in the well-being and growth of all employees. We consider people our #1 asset, and help employees realize their full potential, set and exceed their goals, and explore new opportunities for personal and professional development.

Why You Should Join BHG

We strive to offer amenities, opportunities, events, and programming that support the interests of our teams, while furthering the culture that makes us Great Place to Work® certified. Some of the benefits you can expect when you join BHG include:

Medical coverage for employees and their eligible family members
Competitive PTO and vacation policies
Company 401(k) plan with employer contributions after one year
On-site gym access and memberships
Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses
Ongoing volunteer opportunities to give back to the community through our BHG Cares program

If you’re ready for a career where you can exercise your passions, be surrounded by co-workers who are relentlessly committed to service, and have a team-player mindset, apply today!

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Bankers Healthcare Group is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Bankers Healthcare Group is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.