Manager, Technology Service Desk

Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture centered around transforming talented employees into effective business leaders? Then BHG Financial is the place for you.

In 2001, we started with an idea, an opportunity, and $25,000. Back then, our focus was strictly on serving those in the medical industry. With healthcare in our heritage, we soon expanded to serve high-earning professionals in many other industries, providing all with leading-edge financial solutions, including our extensive network of community banks.

Today, BHG Financial has firmly established its legacy as a leader in the financial services space. Founded on the philosophy of a better way to borrow, we are dedicated to helping accomplished professionals, small businesses, and institutions build upon their success through innovative financial solutions, a hassle-free process, and personalized concierge service.

Our relentless commitment to the success of our customers is part of what has made BHG Financial thrive. We take a 360-degree view of our customers to tailor the best solutions for their financial aspirations. Today's professionals have multiple sources of income, not just their paycheck. Therefore, it is essential to factor those in when making responsible lending decisions. Our continued focus on data, analytics, and proprietary modeling has enabled faster funding for our customers.

From business to personal loans to relationships with community banks, the country's top professionals and business owners rely on us for our exceptional financial solutions and concierge service to continue their success and legacy.

You are a motivated technology support leader who is passionate about delivering exceptional end-user experiences and operational excellence across a multi-site environment. You excel at leading high-performing service desk teams, driving accountability, and ensuring technology support services are delivered efficiently and consistently. You have experience managing enterprise service desk operations, overseeing ticket and project queues, supporting employee lifecycle technology processes, and maintaining asset management programs.

You are a collaborative, customer-focused problem solver who thrives in a fast-paced environment where you can improve processes, develop team members, and ensure technology services align with business needs.

• Lead and manage a team of Service Desk Engineers across Davie, FL and Syracuse, NY, providing coaching, performance management, career development, scheduling, and regular team communications while ensuring appropriate support coverage across all office locations.
• Oversee daily Service Desk operations, including management of support requests, incidents, service requests, onboarding activities, escalations, and SLA adherence through Jira Service Management.
• Monitor and manage Service Desk project work, ensuring assigned initiatives such as hardware refreshes, security-related projects, and operational improvements are completed on time and within established deadlines.
• 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 activities.
• Partner with cross-functional teams including Endpoint Management, Cloud Engineering, Infrastructure, Information Security, Identity & Access Management, Governance Risk & Compliance, People Development, and People Relations to support business objectives and technology initiatives.
• Oversee hardware inventory levels, warehouse operations, auditing activities, procurement planning, and asset governance while ensuring accurate documentation and compliance with established processes.
• Support office technology operations across Davie, Syracuse, and Las Olas locations, including conference room technologies, audiovisual systems, reservable work spaces, and employee productivity tools.
• Monitor Service Desk performance metrics, dashboards, ticket trends, onboarding readiness, and operational effectiveness while providing regular updates to leadership and driving continuous improvement initiatives.
• Participate in leadership meetings, departmental meetings, quarterly business activities, and company events while serving as an escalation point for critical technology support issues.
• Travel periodically to support business operations, leadership…