Service Desk Manager

Bellevue, WA;
Newtown Square, PA;
New York, NY;
San Francisco, CA

Company
Description: Pathstone is a growing wealth management firm serving ultra-high net worth families, single family offices, foundations, and endowments. We are united by a clear purpose: to help clients pursue their Preferred Life — with clarity, confidence, and long-term support across the full landscape of wealth and well-being.

Our services include investment advisory, as well as integrated planning and coordination across key areas such as tax strategy, risk management guidance, wealth and estate planning support, philanthropic planning, and family governance — helping clients navigate complexity and make informed decisions aligned with their goals.

With more than 20 office locations and over $185 billion in client assets under management, advisory, administration, and related services, Pathstone has expanded significantly over the past five years, reflecting sustained momentum and continued investment in our team and platform.

Pathstone is committed to making a meaningful difference for clients and their families, while fostering a supportive, purpose-driven environment for our professionals. Team members are encouraged to pursue their interests and contribute to the firm’s culture through committees and initiatives that help shape our shared mission.

Our people are our greatest asset, and we offer a competitive, flexible benefits program designed to support life both inside and outside of work. Benefits include comprehensive medical, vision, and dental coverage, flexible spending options, flexible PTO, life insurance, education support, a 401(k) plan, parental leave, and more.

Job
Description
:
We’re looking for a hands‑on Service Desk Manager to lead our service desk function and elevate the end user support experience across the company. You’ll manage a service desk team distributed across the country day‑to‑day, act as a point of escalation for ticket resolution, set and enforce SLAs, design and report KPIs for IT leadership and the executive team, own the ticket lifecycle and escalations, drive continuous improvement, and deliver ongoing training—both for the service desk analysts and for company wide technology adoption.

This role suits an experienced leader who thrives on operational excellence, distributed team leadership, data driven decisions, and building a customer centric culture.

Key Responsibilities:

Team Leadership & Remote Operations

• Lead, mentor, and develop service desk analysts across remote and hybrid work setups (workload distribution, coaching, performance reviews, career paths).
• Own staffing plans, scheduling, and coverage: time zone aware shifts, after hours/on-call rotations, and “follow the sun” handoffs.
• Establish remote‑ready practices: clear escalation paths, asynchronous communication norms, documentation‑first culture, and high-quality ticket notes.
• Manage the ticket queue end‑to‑end: triage, prioritization, assignment, escalation, resolution, and closure quality.
• Promote team health and engagement in a distributed, multi‑office context: structured 1:1s, virtual standups, outcome‑based goals, and transparent performance dashboards.

SLAs, KPIs & Reporting

• Define, publish, and manage SLAs by priority and request type; monitor compliance and remediate breaches.
• Create and maintain KPIs that measure department performance; produce recurring dashboards and executive reports.
• Use data to identify trends (repeat incidents, bottlenecks, deflection opportunities) and drive measurable improvements.
• Track remote-specific indicators: handoff quality across time zones, responsiveness by channel (chat/phone/email/portal), and backlog aging across shifts.
• Direct improvements to processes, tooling, automation, and…