Guggenheim Partners is hiring: Head of Service Desk & User Experience in New Yor

Head of Service Desk & User Experience

Head of Service Desk & User Experience

Apply locations New York, NY time type Full time posted on Posted 4 Days Ago job requisition id JR-2025-100447

Position Summary

Guggenheim Investments is seeking an exceptional director-level candidate to join the IT Service team as Head of Service Desk and User Experience. This high-visibility role will set the strategy for a best-in-class global service desk that provides tiered support to internal employees, including senior staff and VIP users. This involves defining robust checklists and playbooks for support, designing the incident management system configuration and associated analytics/reporting. This position requires strong technical expertise, exceptional customer service skills, and the ability to work in a high-pressure, fast-paced environment. The ability to work effectively and closely with global and cross-functional teams to ensure timely and effective solutions is critical.

This position is located in our New York office.

Responsibilities

Key Responsibilities

Setting, managing, and refining best practices for:

Technical Troubleshooting & Resolution:

• Diagnose and resolve hardware, software, and network issues escalated from Tiers 1 & 2.
• Provide advanced troubleshooting for applications and custom systems.
• Ensure resolution of issues related to desktop, mobile, VPN, and remote access.

Escalation Management:

• Clearly defined escalation paths and procedures from Tier 1 through Tier 4, ensuring smooth handoff and timely follow-up.
• Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues.

Incident & Problem Management:

• Configure ITSM tools (e.g., ServiceNow) to ensure adherence to SLAs.
• Conduct root cause analysis for recurring issues and recommend permanent solutions.

User Access & Security:

• Work across teams to define and implement auto provisioning/deprovisioning for user accounts, permissions, and access requests across various systems.
• Automate password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.

Application & System Support:

• Define and manage tiered support for SaaS applications.
• Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements.

Knowledge Base & Documentation:

• Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge base.
• Provide feedback and recommendations to improve existing documentation and training materials.

Customer Service & Communication:

• Deliver high-quality customer service, maintaining professionalism and clear communication throughout interactions.
• Provide status updates to users and internal stakeholders regarding incident progress and resolution times.

Performance Driven Team:

• Define and implement a data-driven model for measuring team productivity and end-user satisfaction.

User Experience:

• Act as the voice of the user within the product teams, ensuring that product development decisions are guided by user feedback and grounded in UX research and testing.
• Implement UX methodologies to effectively create, deliver, and govern design for a consistent user experience.
• Introduce new insights that increase team efficiency and add value.
• Build wireframes, site maps, user journeys; detailing work including annotations, prototypes, functional specifications.
• Ensure designs adhere to usability best practices, focusing on clarity, ease of use, and accessibility standards.
• Stay ahead of design trends and innovations, regularly bringing new ideas and approaches to the team.

Qualifications

Preferred Qualifications:

• Comfort working in a fast-paced, high-pressure environment with shifting priorities.
• Precision in handling escalations, documenting solutions, and following procedures.
• Analytical mindset to problem-solve and analyze processes and procedures for improvements.
• Ability to troubleshoot complex issues and take preemptive action.
• Demonstrated ability and experience in applying new ideas and approaches by staying ahead of design trends and innovations.

Basic Qualifications:

• 10+ years’ experience working in IT Service Desk and User Experience positions.
• Strong communication skills with a focus on providing exceptional customer service.
• Experience with SaaS, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.
• Ability to work effectively with global teams and cross-functional departments.
• Bachelor’s degree or commensurate experience.

Salary Range

Annual base salary between $202,500.00-$225,000.00. The base salary range represents the low and high end of the anticipated base salary range for this position. Actual base salaries may vary depending on factors such as location and experience. The range listed reflects base salary only, and the total compensation package may include other components such as incentive compensation.