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Chicago, Illinois, United States Hybrid Full-time USD 135,000 – 165,000 / year

GCM Grosvenor is hiring an IT Service Desk Manager

Responsibilities

  • Lead and develop a geographically dispersed support team across domestic and offshore locations, fostering collaboration and consistent service delivery.
  • Act as the main point of escalation for difficult technical issues, delivering advanced support while guiding team members to resolve complex incidents.
  • Deliver premium-level IT assistance to senior executives and key stakeholders, emphasizing responsiveness, confidentiality, and professionalism.
  • Oversee the intake and management of service desk tickets, ensuring proper categorization, prioritization, and timely resolution within defined service level agreements.
  • Generate and present performance reports covering ticket metrics, resolution times, user satisfaction, and SLA compliance to IT leadership.
  • Design and maintain training programs to keep support staff proficient in evolving technologies such as AI applications, cloud services, and endpoint systems.
  • Recruit, onboard, and develop service desk personnel and third-party support providers, including those in offshore and after-hours roles.
  • Manage and enhance internal and external knowledge bases to ensure accurate, up-to-date, and practical documentation for both users and support staff.
  • Develop, document, and refine service desk workflows, introducing automation and self-service tools to boost efficiency and user experience.
  • Support the deployment and adoption of AI-powered productivity platforms like Fireflies AI, Claude, and ChatGPT, including training and troubleshooting.
  • Contribute to the assessment, selection, and procurement of end-user devices and enterprise software, supporting asset lifecycle and refresh initiatives.
  • Identify requirements for system upgrades, configuration adjustments, or new technology implementations, and take appropriate action or escalate as needed.
  • Lead or participate in cross-functional projects related to service desk operations and end-user computing, working closely with infrastructure, security, and business units.
  • Provide hands-on technical support for hardware and enterprise software when necessary to maintain practical expertise.

Work Arrangement

Hybrid — Chicago, New York

Team

Geographically distributed service desk team spanning Chicago, New York, and offshore team members

Other

  • This role reports to the Executive Director, IT Infrastructure & Support
  • As an onsite/hybrid employee, you are expected to be in the office on Tuesdays, Wednesdays and Thursday
About company
GCM Grosvenor
GCM Grosvenor (Nasdaq: GCMG) is a global alternative asset management solutions provider with approximately $91 billion in assets under management across private equity, infrastructure, real estate, credit, and absolute return investment strategies. The firm has specialized in alternatives for more than 54 years and has a diverse, engaged team of approximately 560 professionals serving a global client base. 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. The firm is headquartered in Chicago, with offices in New York, Toronto, London, Frankfurt, Tokyo, Hong Kong, Seoul, and Sydney.
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Job Details
Department IT Infrastructure & Support
Category other
Posted 4 hours ago