Senior Associate, Service Desk

The Service Desk team is responsible for delivering exceptional technology support and customer service to employees across Ares Management's global offices. The Senior Engineer, Service Desk serves as a technical leader within the Service Desk function, providing advanced troubleshooting, mentoring junior team members, driving operational excellence, and partnering closely with infrastructure, cybersecurity, workplace technology, and business stakeholders.

This role is responsible for resolving complex technology issues, improving support processes, leading initiatives that enhance end-user experience, and leveraging automation and emerging technologies to increase operational efficiency. The Senior Engineer is expected to contribute strategically to Service Desk operations while maintaining a high standard of client service and professionalism.

• Provide advanced technical support for hardware, software, mobile devices, collaboration tools, and enterprise applications.
• Serve as an escalation point within the team for complex incidents and requests.
• Manage incident resolution activities by diagnosing, troubleshooting, and resolving technology issues impacting business operations.
• Ensure timely resolution of tickets while meeting established Service Level Objectives (SLOs).
• Deliver exceptional customer service while maintaining confidentiality and professionalism.

• Drive continuous improvement efforts across Service Desk processes, workflows, documentation, and operational procedures.
• Identify recurring issues and implement permanent remediation strategies to reduce incident volume.
• Maintain accurate documentation, knowledge articles, and support records within ServiceNow and related systems.
• Participate in major incident response activities and contribute to root cause analysis efforts.
• Analyze support metrics and trends to identify opportunities for service improvement.

• Develop and maintain automation solutions to improve operational efficiency.
• Leverage scripting, AI tools, Copilot capabilities, and workflow automation to streamline support processes.
• Evaluate emerging technologies and recommend solutions that improve employee productivity and support experience.
• Partner with engineering teams to test, validate, and deploy new technologies and service enhancements.

• Serve as a mentor and technical resource for junior Service Desk engineers.
• Assist in onboarding, training, and development of new team members.
• Share technical expertise through documentation, training sessions, and knowledge transfer activities.
• Promote best practices, service management principles, and operational consistency across the Service Desk team.

• Participate in cross-functional projects supporting business and technology objectives.
• Collaborate with stakeholders to understand business requirements and align technology solutions accordingly.
• Contribute to workplace technology initiatives, endpoint modernization programs, and digital transformation efforts.
• Assist management in developing and executing Service Desk strategic priorities.

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field preferred.

• 7+ years of experience supporting enterprise technology environments.
• Experience supporting executive users and business-critical technology services.
• Experience working within regulated enterprise environments, preferably within financial services.

• Advanced troubleshooting of Windows operating systems and enterprise productivity platforms.
• Strong knowledge of Microsoft 365 ecosystem, including Outlook, Teams, OneDrive, and SharePoint.
• Experience with Active Directory, Entra ID (Azure AD), Identity and Access Management concepts, and user lifecycle management.
• Experience with Microsoft Intune, endpoint management, and device compliance solutions.
• Experience supporting iOS and Android devices.
• Knowledge of SCCM, endpoint deployment, software distribution, and asset lifecycle management.
• Experience using ServiceNow and ITIL service management principles.
• Experience providing remote support utilizing BeyondTrust or similar solutions.

One or more of the following:

• PowerShell scripting and automation
• ServiceNow development and workflow design
• Process engineering and service optimization
• Knowledge-Centered Service (KCS)
• Data analytics and reporting
• AI technologies, Copilot, and intelligent automation
• Dashboard creation and operational metrics analysis
• Endpoint engineering and device management

• Demonstrates strong ownership and accountability.
• Effectively balances technical expertise with exceptional customer service.
• Thinks strategically and proactively identifies opportunities for improvement.
• Communicates effectively with both technical and non-technical audiences.
• Acts as a trusted advisor and subject matter expert within the Service Desk organization.
• Embraces innovation and continuously seeks better ways to deliver technology services.