Director, IT Service Desk

Pittsburgh or Canada, PA
Full Time
Senior Manager/Supervisor

Job Title:                 Director, IT Service Desk                                                         Date:    September 2022

Classification:        Full-Time/Exempt                                                       Department:  Technical Services

Manager:                Vice President, Global IT                                                 Job Code:   F115

Location:             United States or Canada


Innovative ideas are fostered by diverse voices, great listeners, and close collaboration. At Confluence, we dream big and think differently about technology. Our clients count on us to hire people who have the confidence to question the status-quo, the insight to find novel approaches to old problems and the persistence to push ideas and transform solutions. Confluence is a global leader in data-driven managed investment solutions. Eight of the top ten global service providers license Confluence products and all top ten global asset managers have business processes automated using Confluence products. If you think differently about technology and are motivated by what others see as impossible, we want to meet you.



The Director, IT Service Desk assists the Vice President, Global IT, and IT Management Team in defining organizational goals and strategic plans while providing operational direction to the IT Service Desk and Internal Application teams, managing, maintaining, and supporting the company’s end user computing solutions, and establishing and enforcing organization-wide security and information technology direction. This position develops, implements, monitors, and maintains relevant policies and procedures for information security and operations related to end user computing; manages, monitors, and enforces the physical security, protection services and privacy of the corporation, its employees, and any associated data commensurate with applicable regulations and laws.


Essential Responsibilities


  • Reporting to the Vice President, Global IT regarding end user computing risks, issues, and projects.
  • Ownership of internal end user support and associated internal IT applications and systems. Areas of responsibility include (but are not limited to) implementation, support, monitoring, patching, documentation, compliance, and maintenance of user laptops/desktops/virtual machines (Windows, Linux, and MacOS), Office 365, JIRA/Confluence, internal Citrix farms, messaging, and collaboration tools, single sign-on (SSO), and business application integrations.
  • Provide strategic and tactical planning, and coordination of end user support, internal computing systems, projects, and standards.
  • Improve awareness of IT services, by coordinating training, documentation, and communications
  • Drive a culture of collaboration and customer service within the team
  • Continuously improve effectiveness, efficiency, and customer satisfaction for internal and external customers by determining, evaluating, and reporting on key performance indicators (KPI) and metrics.
  • Participate in the development, implementation, monitoring, and maintenance of information security policies and procedures, including relevant controls for ISO 27001 and SOC 1.
  • Accountable for adherence to security and compliance controls within the end user computing remit, including (but not limited to) change control and business continuity.
  • Accountable for the maintenance of an inventory of all end user physical assets and systems, including identifying asset owners and custodians, and appropriate diagrams and documentation of all critical components.
  • Participate in security threat and risk assessments to evaluate implemented controls and their effectiveness in line with business and regulatory expectations.
  • Accountable for timely mitigation of identified vulnerabilities according to their criticality.
  • Collaborate with the IT Infrastructure and IT Product Support teams, Development teams, and other departments to prioritize and support their business needs.
  • Collaborate with Information Security to ensure that the information technology environment conforms to appropriate security standards and best practices and that implemented security configuration settings align with the company’s enterprise security plan.
  • Manage supplier relationships, control budget, and report on expenditures.
  • Champion continuous improvement for people, process, and technology.
  • Establish and maintain strong working relationships with executives, internal staff members, and vendors.
  • Act in accordance with, and as an ambassador of, our company values - Integrity, Imagination, Discipline and Service.




  • Bachelor’s degree in information technology, Computer Science, or related field preferred.
  • Ten or more years of technical experience with emphasis on IT support and implementation, ideally in an ASP or large enterprise environment.
  • Five or more years of experience with leadership responsibility in IT support.
  • International business and financial/investment services industry experience is desirable.


Essential Skills


  • Demonstrated ability to work in a global, multicultural environment wherein diplomacy and a passion for diversity are paramount.
  • Broad knowledge of the field with proven management and organizational skills.
  • Ability to analyze problems and identify resolutions at a strategic and functional level.
  • Able to develop and maintain positive working relationships with a wide audience including executives, technical staff, end users, and external clients.
  • Project management skills
  • Ability to get out of the day-to-day mix to allow teams to form.
  • Understanding and demonstrated working knowledge of applicable laws and regulations.
  • Ability to deal professionally and courteously with internal and external contacts.
  • Proficient with Microsoft Office Suite (e.g., Outlook, Word, Excel, PowerPoint).
  • Excellent verbal and written communications capabilities required.
  • Ability to multitask, strong attention to detail, self-motivated willingness to take initiative.
  • Leadership ability with the desire to personally improve.
  • Understanding of key technologies, including networking concepts, operating systems, virtualization, and public cloud services.


Other duties will be assigned as the above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

Flexible working

As this role is managerial, you will be based in and around the office Pittsburgh, however there is flexibility and the prospect of hybrid working. We will also consider Canada.

Confluence Technologies Inc. is an Equal Opportunity Employer.



We are committed to providing equal opportunities regardless of age, gender, religion or ethnic origin and we give full and fair consideration to the employment and career development of disabled persons, commensurate with their aptitudes and abilities.

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