Service Desk Lead

Brown Gibbons Lang Company (BGL) is a leading independent investment bank and financial advisory firm focused on the global middle market. We advise private and public corporations and debt and equity sponsors on mergers and acquisitions , capital markets , financial restructurings , valuations and opinions , real estate , and other strategic matters. BGL has investment banking offices in Boston, Chicago, Cleveland, Los Angeles, and New York, and real estate offices in Chicago and Cleveland.

The firm is also a founding member of REACH Cross-Border Mergers Acquisitions, enabling BGL to service clients in 30 countries around the world. On every engagement, our clients receive senior-level attention from experienced bankers who bring a wealth of industry knowledge, transaction expertise, and deep relationships with key players in a broad range of industries. Our success and growth is due to the expertise, passion, and commitment of our team.

We value our employees and invest in their development, recognizing that their talent is the foundation of the exceptional service we deliver to BGL clients. The Service Desk Lead is responsible for leading BGL’s front-line IT support function across all offices. This is a player-coach role, combining hands-on technical support with daily leadership and operational ownership of the service desk.

Reporting to the Director of Information Technology, this role owns all end-user support operations, including ticket management, service levels, onboarding/offboarding execution, and the overall user support experience. The Service Desk Lead partners closely with the Systems Cloud Administrator and Director for escalation of infrastructure, cloud, and security-related issues. This role is critical to maintaining a high-quality support experience and enabling productivity across the firm—including managing periods of increased demand such as analyst and intern onboarding cycles.

Key Responsibilities

Service Desk Leadership Lead, mentor, and develop service desk analysts and interns across BGL offices, establishing clear expectations, accountability, and performance standards Manage daily operations of the service desk, including scheduling, coverage, and workload distribution across locations Ensure consistent, professional, and high-touch support delivery aligned with the firm’s service standards Define and enforce support processes, escalation paths, and service expectations End-User Support Ticket Management Own the service desk ticket queue in FreshService, including triage, prioritization, assignment, and resolution management and automation. Provide senior-level (Tier 1/2) support and serve as the escalation point for complex user issues Ensure adherence to service levels, proactively manage ticket backlog, and maintain clear communication with end users Drive issues through to full resolution while maintaining accountability for user experience Onboarding, Offboarding User Lifecycle Execute all joiner-mover-leaver processes, including account provisioning, access management, and secure deprovisioning Oversee device preparation and deployment using Windows Autopilot and Microsoft Intune Coordinate onboarding readiness to ensure employees are fully operational on day one Support large-scale onboarding events, including analyst and intern class intake Endpoint, Device Workplace Support Provide hands-on support for Windows devices, Microsoft 365, mobile devices, printers, and peripherals Assist with hardware and software inventory and license tracking to keep the asset estate accurate and optimized.

Requirements

, including desk setups, equipment deployment, office moves, and firm-hosted events Deliver high-touch, time-sensitive support to executives and deal teams, including during critical deal execu