Ares Management

Senior Associate, Service Desk

New York, NY · Senior

Sponsorship not specifiedDetected 12 days ago

PowerShelliOSAndroidAzureData AnalysisIncident ResponseCustomer SupportLeadershipCollaborationMentoringMicrosoft Office

About the role

The Senior Engineer is expected to contribute strategically to Service Desk operations while maintaining a high standard of client service and professionalism.
Primary Functions and Essential Responsibilities

The Service Desk team is responsible for delivering exceptional technology support and customer service to employees across Ares Management's global offices.
Service Delivery & Technical Support
Manage incident resolution activities by diagnosing, troubleshooting, and resolving technology issues impacting business operations.
Deliver exceptional customer service while maintaining confidentiality and professionalism.
Drive continuous improvement efforts across Service Desk processes, workflows, documentation, and operational procedures.
Identify recurring issues and implement permanent remediation strategies to reduce incident volume.
Maintain accurate documentation, knowledge articles, and support records within ServiceNow and related systems.
Analyze support metrics and trends to identify opportunities for service improvement.
Develop and maintain automation solutions to improve operational efficiency.
Collaborate with stakeholders to understand business requirements and align technology solutions accordingly.

7+ years of experience supporting enterprise technology environments.
Education
Experience
Experience supporting executive users and business-critical technology services.
Experience working within regulated enterprise environments, preferably within financial services.
Technical Requirements

Serve as an escalation point within the team for complex incidents and requests.
Ensure timely resolution of tickets while meeting established Service Level Objectives (SLOs).
Participate in major incident response activities and contribute to root cause analysis efforts.
Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field preferred.

Core Competencies
Advanced troubleshooting of Windows operating systems and enterprise productivity platforms.
Strong knowledge of Microsoft 365 ecosystem, including Outlook, Teams, OneDrive, and SharePoint.
Experience with Active Directory, Entra ID (Azure AD), Identity and Access Management concepts, and user lifecycle management.
Experience with Microsoft Intune, endpoint management, and device compliance solutions.
Experience supporting iOS and Android devices.
Knowledge of SCCM, endpoint deployment, software distribution, and asset lifecycle management.
Experience using ServiceNow and ITIL service management principles.
Preferred Advanced Skills
One or more of the following:
PowerShell scripting and automation
ServiceNow development and workflow design

Today, our team is guided by our core values - Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future.
The firm also offers robust Benefits offerings.

Over the last 20 years, Ares' success has been driven by our people and our culture.
Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry.

Ares offers a number of additional benefits including access to a world-class medical advisory team, a mental health app that includes coaching, therapy and psychiatry, a mindfulness and wellbeing app, financial wellness benefit that includ

This listing is sourced directly from Ares Management's careers page and normalized into a canonical job model.