Service Desk Lead

Service Desk Lead

Employment Type: Full-time Location Type: Remote Salary: $90,000 - $110,000 (commensurate with experience)

Join the Team!

Is technology your passion? Do you want to work with smart, forward-thinking individuals? Do you want to grow in a career you love?

At Align, our professionals are the key to our success. We don’t just hire talent, we invest in exceptional people who are forward-thinking, results-driven, and passionate about what they do. We’re a group of tech-savvy professionals who are motivated by making an impact. Our culture is one of unbounded opportunity that celebrates the passions, skills, and ideas of our team—work hard, play hard, be smart!

We believe great communities lead to great companies. That’s why we offer a dynamic workplace where you feel inspired, engaged, and innovative. We offer professionals opportunities to train in the leading technologies, make an impact within the industry, and acquire valuable new skills whether on client sites or in one of our regional offices.

Position Overview

Align is seeking a Service Desk Lead to play a key dual role: managing overflow support operations while developing and maturing our Client Services function. This individual will support day-to-day client needs, oversee service desk processes, mentor support staff, and contribute to operational excellence across hybrid and cloud-based environments. This is a unique opportunity for a driven, tech-savvy professional with strong supervisory skills and a client-first mindset to join a growing, high-performance Managed Services team.

This position acts as a liaison between Align and our clients, primarily in the Hedge Fund and Alternative Investment sectors. Ideal candidates bring experience supporting modern technologies including Microsoft 365, Exchange Online, Intune, Entra ID (Azure AD), and have working knowledge of service management frameworks and reporting standards.

This is a remote position. We are currently hiring candidates who reside in the following states: Arizona, California, Florida, Georgia, Illinois, Maryland, Massachusetts, Michigan, Missouri, North Carolina, New Hampshire, Ohio, Oregon, Pennsylvania, Texas, Utah, Virginia, Washington, and Wisconsin.

You will be required to participate in a rotational on-call schedule that includes overnights and weekends.

This is a full-time position offering full benefits, a salary in the $90K to $110K range (commensurate with experience), paid training, and performance-based bonuses.

Responsibilities

• Act as both a working supervisor and front-line agent, taking overflow calls, resolving tickets, and supporting escalations across service lines.
• Serve as the primary liaison between Align and client end users, ensuring clear, professional, and timely communication.
• Design and implement scalable Client Services training programs, documentation, and a living knowledge base to support onboarding, service quality, and cross-training.
• Deliver and reinforce VIP-level support for financial services clients with high expectations for responsiveness, discretion, and service quality.
• Guide and mentor junior team members through hands-on training, daily direction, and performance feedback.
• Support and resolve client issues related to:
  • End-user IT support and troubleshooting (hardware, software, connectivity)
  • Microsoft 365 environment (Outlook/Exchange, Teams, OneDrive, SharePoint)
  • Entra ID / Azure Active Directory user and group management
  • Intune policy enforcement and endpoint visibility
  • Application issues and data entry
• Assist with resource tracking, including coverage for PTO/sick days, travel, and assignment rotation.
• Analyze and improve internal processes, escalate recurring issues, and recommend proactive solutions.
• Contribute to reporting, SLA tracking, and service quality metrics; identify trends and areas for improvement.

Key Qualifications

• Bachelor’s degree preferred; relevant certifications (e.g., ITIL, Microsoft, HDI) are a plus.
• 5-10 years of client services experience, preferably in the financial or managed services sectors.