Service Desk Lead

Position Summary

Responsibilities

Key Responsibilities:

• Lead GI's team of India based IT service desk professionals, working closely with GI's Head of Service Desk & User Experience to manage, track, and improve team capabilities
• Aid in the implementation & adherence to a "follow the sun" support model to support GI's 24/7 service desk
• Oversee diagnosis and resolution of advanced technical issues escalated from Tier 1 and Tier 2 support, ensuring efficient problem-solving for computers, software, and network connections
• Coordinate troubleshooting of complex application and custom system issues, guiding the team in best practices and escalation procedures
• Ensure incidents related to desktop, mobile, remote access, and VPN are resolved according to service standards
• Manage escalation of unresolved issues to Tier 3 or external support, maintaining seamless and timely handover processes
• Act as the primary liaison between users, the service desk team, and higher-level support groups, communicating issue status and resolution details clearly
• Monitor and track incidents using helpdesk tools to ensure compliance with service level agreements and performance metrics
• Analyze recurring problems, identify root causes, and drive implementation of permanent solutions in collaboration with other IT teams
• Assist in the oversight of user account management, permissions, and access requests, ensuring adherence to security policies
• Delegate & administer password resets, multi-factor authentication, and access controls as required
• Coordinate support for cloud-based applications, working with vendors and internal teams to manage updates and improvements
• Maintain comprehensive documentation of solutions and best practices in the helpdesk knowledge base
• Lead continuous improvement of documentation and training materials for the service desk
• Set standards for high-quality customer service, professionalism, and clear communication within the team
• Provide regular updates to users and internal stakeholders regarding incident progress and resolution
• Support proactive monitoring of critical systems, identifying and addressing issues before they impact users
• Champion implementation of automated solutions to reduce recurring incidents
• Collaborate with other IT teams (network, infrastructure, security) to resolve complex technical challenges
• Mentor, train, and develop Tier 1 and Tier 2 support staff, fostering a culture of continuous learning and skill enhancement

Qualifications

About Guggenheim Investments

We focus relentlessly on delivering results through innovative solutions. We relish opportunities to solve complex problems through exhaustive approaches. As we conduct our business every day, every member of Guggenheim is expected to uphold our uncompromising standards for integrity and excellence and to be personally accountable for their actions and business results.

Our principles entail engaging highly talented people, challenging them to think creatively, and encouraging them to achieve extraordinarily high standards in their fields of expertise. To succeed at Guggenheim, candidates should be a strong fit with our business principles, culture, and value system. We encourage you to review Our Firm page to learn more about how we seek to create value through our diversified businesses. Visit the link below to review our current openings and job descriptions and to apply today.

We offer compelling opportunities for self-starters who take great pride in the quality of their work and seek to exceed expectations. We are looking for people who take ownership, adhere to the highest standards, and think creatively to realize opportunities.

Guggenheim Partners is a diversified financial services firm that delivers value to its clients through two primary businesses: #GuggenheimInvestments, a premier global asset manager and investment advisor, and Guggenheim Securities, a leading investment banking and capital markets business. Guggenheim's professionals are based in offices around the world, and our commitment is to deliver long-term results with excellence and integrity while advancing the strategic interests of our clients.

Guggenheim is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Learn more at , and follow us on LinkedIn and Twitter @GuggenheimPtnrs.