GCM Grosvenor
IT Service Desk Manager
Chicago, Illinois, United States
Sponsorship not specified$135k-$165kDetected 49 days ago
PythoniOSAWSAzureCloud PlatformsCI/CDJiraConfluenceCustomer SupportDNSFirewallVPNLeadershipCommunicationCollaborationProblem SolvingMentoringAdaptabilityOrganizational Skills
About the role
- The successful candidate will be self-motivated and energized by working among a group of thoughtful, driven, and collaborative colleagues.
- They will thrive in an organization that holds itself to a high standard and values both individual initiative and team cohesion.
- They will bring a proactive mindset, exercise sound judgment, and approach their work with integrity and a genuine commitment to excellence.
Responsibilities
- Serve as the primary escalation point for complex technical issues, providing hands-on Tier 2/3 support and coaching team members through resolution of challenging problems.
- Deliver white-glove, high-touch IT support for executive leadership and other VIP stakeholders, maintaining discretion, urgency, and professionalism at all times.
- Monitor and manage the service desk queue to ensure issues and requests are appropriately triaged, prioritized, and resolved within established SLAs.
- Establish and maintain training plans for service desk team members, ensuring knowledge stays current across a rapidly evolving technology landscape including AI tools, cloud platforms, and endpoint technologies.
- Hire, onboard, and continuously develop service desk staff and third-party partners, including offshore and after-hours support resources.
- Maintain and expand the firm's self-service knowledgebase for end users and internal knowledgebase for service desk staff, ensuring documentation is accurate, current, and actionable.
- Define, document, and continuously improve service desk processes
- identify and implement automation and self-service solutions to improve efficiency and the end user experience.
- Support the rollout, adoption, and ongoing support of AI productivity tools (e.g., Fireflies AI, Claude, ChatGPT), coordinating training, troubleshooting, and user enablement across the firm.
- Define, document, and continuously improve service desk processes; identify and implement automation and self-service solutions to improve efficiency and the end user experience.
Requirements
- Familiarity and working knowledge of Azure and AWS cloud environments.
- Familiarity with AI productivity and collaboration tools such as Claude AI, ChatGPT, Glean, Fireflies AI, and Gemini.
Nice to have
- College coursework in pursuit of a B.A./B.S. degree with a concentration in Business, Computer Science, Information Systems, or a related field preferred.
- Scripting for automation and task management (PowerShell strongly preferred
Compensation
- Actual base salary may vary based on factors such as individual's experience, skills, and qualifications for the role.
Benefits
- Eligible employees can elect to participate in comprehensive healthcare coverage (including medical, dental, vision and life insurance), flexible spending accounts, and the employer sponsored retirement plan.
- Additionally, employees are eligible for paid time off, parental leave, short-term and long-term disability, as well as other care/wellness programs.
Equal opportunity
- gcmgrosvenor.com.
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This listing is sourced directly from GCM Grosvenor's careers page and normalized into a canonical job model.