FS Investments is seeking a Vice President, Help Desk to serve as the senior technical lead and primary escalation point for end-user support across the organization. This hands-on role is ideal for a deeply experienced technician who enjoys solving complex desktop issues, mentoring support staff, and ensuring employees, especially executives, have a seamless technology experience.
Based in the Philadelphia office, this role delivers expert-level support across both Windows and macOS environments and works closely with internal stakeholders, IT teams, and Help Desk Analysts to provide fast, high-quality service.
Key Responsibilities:
- Serve as the highest-level escalation point for Help Desk issues, including hardware, OS, software, and application support.
- Provide expert support for Windows and macOS systems, including imaging, provisioning, and troubleshooting.
- Manage provisioning of user devices via Windows Autopilot and Microsoft Intune.
- Manage Jamf policies and deployment for macOS endpoints.
- Troubleshoot and support Conditional Access scenarios (e.g., blocked sign-ins, device compliance issues, user access problems).
- Administer NinjaOne for endpoint monitoring, troubleshooting, and remote support.
- Deliver high-touch support for C-suite and executive users, ensuring reliability and discretion.
- Ensure a polished experience for internal events, collaborating with office staff and analysts on technical setup and live support.
- Lead and continuously improve employee onboarding and training, covering device setup, application access, and IT orientation.
- Mentor Help Desk staff, providing training and technical guidance on advanced issues.
- Identify and resolve root causes of recurring issues and contribute to long-term improvements in tooling and processes.
- Maintain internal knowledge base articles and documentation around support workflows, deployment practices, and known issues.
Qualifications:
- 10+ years of experience in IT support, end-user computing, or technical operations roles.
- Expertise in Windows 10/11, macOS, and modern device management (Autopilot, Intune, Jamf).
- Hands-on experience with NinjaOne or similar RMM platforms.
- Familiarity with Microsoft 365, including account access issues and collaboration tools.
- Strong ability to troubleshoot Conditional Access and other identity-related user access challenges.
- Basic to intermediate PowerShell skills for diagnostics and automation.
- Proven ability to support and communicate with executive-level users in high-pressure environments.
- Experience supporting Zoom and other conferencing platforms for meetings and events.
- Comfortable running employee onboarding and internal training sessions.
- Strong interpersonal skills, a calm presence, and a methodical approach to problem-solving.
- Certifications such as Microsoft MD-102, Jamf 200/300, or CompTIA are a plus
