Jobs in the United States

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Added 1 min ago
IG
IT Support Specialist
Insight Global
Centennial, CO
- From $30 USD / hour
Insight Global is looking for an IT Support Specialist II to be the onsite IT technician at a corporate office in Centennial, CO, a suburb of Denver. The site handles shipping, receiving…
Added 1 min ago
Externally Funded Church-State Litigation Fellowship
Americans United for Separation of Church & State
Remote, United States
…you are selected for the fellowship, Americans United will support you in completing the funding application to the external…
Added 2 mins ago
Data Engineer
Kanbrick
Remote, United States
Backed by Kanbrick, a long-term investment partner, we’re building the systems, processes, and technology needed to support our next stage of growth. That creates an opportunity for people…
Added 2 mins ago
Staff Software Engineer, Browser (New Products)
Mozilla
Remote, United States
Prototype engine capabilities that support reliable programmatic interaction with web content. Investigate how document structure, layout, navigation, and event handling affect correctness…
Added 2 mins ago
HB
Epic Application Analyst III - Security and Access
HealthPoint Brand
Renton, WA
- $46.48 to $75.76 USD / hour
Must have’s you’ll need to be successful:
Added 3 mins ago
Senior Product Manager
AutoVitals
Remote, United States
Leverage support trends and product usage data to identify opportunities for improvement and reduce usability issues
Added 3 mins ago
Software Engineer III
Zinnia
Alpharetta, GA
We're looking for a strong C#/.NET developer who enjoys solving complex technical problems, designing reliable APIs, and building scalable enterprise applications. You'll contribute…
Added 3 mins ago
Loan/Collection Officer 3 (PCN 089074)
State of Alaska
Juneau, AK
…significant loan programs in the state, programs that directly support industries central to Alaska’s economy, identity, and long-term…
Added 3 mins ago
Cyber Defense Analyst (Tier 1) - Afternoon
Nightwing Technologies, LLC
Remote, United States
…data operations, systems integration and intelligence mission support services to meet our customers’ most demanding challenges. Our capabilities include cyber space operations, cyber…
Added 3 mins ago
Cyber Defense Analyst (Tier 1) - Overnight
Nightwing Technologies, LLC
Remote, United States
…data operations, systems integration and intelligence mission support services to meet our customers’ most demanding challenges. Our capabilities include cyber space operations, cyber…
Added 4 mins ago
Sr.Principal Engineer-Full Stack
TCC Toyota Motor Credit Corporation Company
Plano, TX
Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work…
Added 4 mins ago
Software Dev Engineer-III, Route 53 Resolver
Amazon Development Center U.S., Inc.
Seattle, WA · Herndon, VA
…other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers…
Added 4 mins ago
Sr. Mechanical Design Engineer, Data Center Design Engineering
Amazon Data Services, Inc.
Austin, TX · Seattle, WA · Herndon, VA
…other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers…
Added 4 mins ago
Mechanical Design Engineer, Data Center Design Engineering
Amazon Data Services, Inc.
Austin, TX · Seattle, WA · Herndon, VA
…responsible for working on multi-million dollar designs that support our array of businesses and wide variety of customers. Great ideas are encouraged and supported. Ingenuity is the main…
Added 7 mins ago
Digital Experience Manager
Wellstar Health System
Marietta, GA
…collaborative and detail-oriented Digital Experience Manager to support the strategic vision and daily operations of our website and app platforms. Reporting to the Director of Digital…
Added 7 mins ago
Dietary Manager
Healthcare Services Group, Inc.
ROANOKE, VA
Financial Wellness Support from PNC Workplace Banking
Added 7 mins ago
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Digital Content Specialist (AI and Cloud Infrastructure)
Oracle
Jefferson City, MO
- $114,600 to $234,600 USD / year
…develop project objectives. Consults with graphic designers and web designers to insure that required technical features are feasible and can be implemented. Teams with creative and…
Added 7 mins ago
RC
Elementary Teacher - 2nd Grade
Rockbridge County Public Schools
Lexington, VA
- $48,500 to $69,676 USD / year
Communication & Collaboration: Maintain open communication with parents/guardians, colleagues, and administrators to support student success.
Added 8 mins ago
LH
Full Time - Merchandising Service Associate - Day
Lowe's Home Centers, LLC
Chula Vista, CA
- Full-time
Whether you need a part-time position or a place to plant yourself and grow, Lowe's is ready to support your goals. As a Lowe's associate, you'll gain access to many benefits beyond…
Added 8 mins ago
LH
Full Time - Merchandising Service Associate - Day
Lowe's Home Centers, LLC
Champaign, IL
- Full-time
Whether you need a part-time position or a place to plant yourself and grow, Lowe's is ready to support your goals. As a Lowe's associate, you'll gain access to many benefits beyond…
Added 9 mins ago
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Estee Lauder Beauty Advisor - Full Time
Belk
Sevierville, TN
- Full-time
Demonstrate adaptability and flexibility in response to changing circumstances. Support selling and store operations by assisting with other tasks as assigned.
Added 9 mins ago
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Clinique Beauty Advisor - Full Time
Belk
Alabaster, AL
- Full-time
Demonstrate adaptability and flexibility in response to changing circumstances. Support selling and store operations by assisting with other tasks as assigned.
Added 9 mins ago
Associate Dean for Collections, Digital Strategy & Content
Prairie View A&M University
Prairie View, TX
…metadata, discovery, library systems, digital platforms, repository support, web development, digitization, and related content operations in support of Prairie View A&M University’s…
Added 9 mins ago
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Service Desk Manager
Pathstone
Bellevue, WA · Newtown Square, PA · NY · San Francisco, CA
- $110,000 to $130,000 USD / year
…their Preferred Life - with clarity, confidence, and long-term support across the full landscape of wealth and…
Added 10 mins ago
LB
Human Resources Specialist *INTERNAL APPLICANTS ONLY*
Linn Benton Lincoln ESD
Albany, OR
- $28.68 to $44.87 USD / hour
the agency and providing regional support to partner districts seeking advice. By identifying

Pathstone

Service Desk Manager

Bellevue, WA, United States
Newtown Square, PA, United States
NY, United States
San Francisco, CA, United States

$110,000 to $130,000 USD / year

Apply on job-boards.greenhouse.io About employer

Applications open in a new tab.

Job details

Pay: $110,000 to $130,000 USD / year
Posting language: English
Posted: Nov 10, 2026

Original job description

Company Description: Pathstone is a growing wealth management firm serving ultra-high net worth families, single family offices, foundations, and endowments. We are united by a clear purpose: to help clients pursue their Preferred Life - with clarity, confidence, and long-term support across the full landscape of wealth and well-being.

Our services include investment advisory, as well as integrated planning and coordination across key areas such as tax strategy, risk management guidance, wealth and estate planning support, philanthropic planning, and family governance - helping clients navigate complexity and make informed decisions aligned with their goals.

With more than 20 office locations and over $185 billion in client assets under management, advisory, administration, and related services, Pathstone has expanded significantly over the past five years, reflecting sustained momentum and continued investment in our team and platform.

Pathstone is committed to making a meaningful difference for clients and their families, while fostering a supportive, purpose-driven environment for our professionals. Team members are encouraged to pursue their interests and contribute to the firm’s culture through committees and initiatives that help shape our shared mission.

Our people are our greatest asset, and we offer a competitive, flexible benefits program designed to support life both inside and outside of work. Benefits include comprehensive medical, vision, and dental coverage, flexible spending options, flexible PTO, life insurance, education support, a 401(k) plan, parental leave, and more.

Job Description: We’re looking for a hands-on Service Desk Manager to lead our service desk function and elevate the end user support experience across the company. You’ll manage a service desk team distributed across the country day-to-day, act as a point of escalation for ticket resolution, set and enforce SLAs, design and report KPIs for IT leadership and the executive team, own the ticket lifecycle and escalations, drive continuous improvement, and deliver ongoing training - both for the service desk analysts and for companywide technology adoption.

This role suits an experienced leader who thrives on operational excellence, distributed team leadership, data driven decisions, and building a customer centric culture.

Key Responsibilities:

Team Leadership & Remote Operations

Lead, mentor, and develop service desk analysts across remote and hybrid work setups (workload distribution, coaching, performance reviews, career paths).
Own staffing plans, scheduling, and coverage: time zone aware shifts, afterhours/on-call rotations, and “follow the sun” handoffs.
Establish remote-ready practices: clear escalation paths, asynchronous communication norms, documentation-first culture, and high-quality ticket notes.
Manage the ticket queue end-to-end: triage, prioritization, assignment, escalation, resolution, and closure quality.
Define and enforce a ticket lifecycle (intake → categorization → diagnosis → resolution → documentation → closure) that works effectively in a distributed environment.
Promote team health and engagement in a distributed, multi-office context: structured 1:1s, virtual standups, outcome-based goals, and transparent performance dashboards.

SLAs, KPIs & Reporting

Define, publish, and manage SLAs by priority and request type; monitor compliance and remediate breaches.
Create and maintain KPIs that measure department performance; produce recurring dashboards and executive reports.
Use data to identify trends (repeat incidents, bottlenecks, deflection opportunities) and drive measurable improvements.
Track remote-specific indicators: handoff quality across time zones, responsiveness by channel (chat/phone/email/portal), and backlog aging across shifts.

Continuous Improvement & Knowledge Management

Direct improvements to processes, tooling, automation, and knowledge base (KB) quality and coverage.
Implement root cause analysis for major incidents; partner with infrastructure/cloud/development/security to prevent recurrence.
Champion shift left strategies (self-service, KB deflection, automated fulfillment, chat/virtual agent) with asynchronous knowledge artifacts and video/snippet guides.

End User Experience & Surveys

Design and run end-user satisfaction surveys (transactional CSAT and periodic NPS); analyze results and take action.

Training & Enablement

Ensure relevant ongoing training for the service desk team (technical, soft skills, remote collaboration, security awareness).
Develop and deliver regular training content for team members on software and technology systems used by the company (e.g., M365, collaboration tools, security best practices, device management, identity & access) via virtual workshops, on-demand microlearning, and office hours.
Standardize remote onboarding playbooks for new analysts (tooling, SOPs, KB usage, shadowing plans) and team members.

Governance, Security & Compliance

Uphold IT policies, asset management, access controls, and security standards in partnership with the Security team.
Maintain clean audit trails and documentation; support compliance requirements.
Ensure remote work controls: secure remote support tools, MFA/conditional access, least privilege, and privacy aware support practices.

Tools & Vendor Management

Administer/optimize ITSM and support tooling, remote support, and knowledge base using ManageEngine Service Desk Plus.
Coordinate with vendors/managed services to ensure SLA alignment and quality delivery, including off-hours coverage.

Qualifications:

Required:

5+ years managing a service desk, including team leadership, performance management, and process ownership.
Proven experience defining SLAs, creating KPIs, and reporting performance to IT leadership/executives.
Demonstrated success improving service desk maturity (process, governance, tooling, knowledge, automation).
Direct experience managing remote or distributed teams, including time zone coverage, asynchronous workflows, and virtual performance management.
Hands-on expertise with ManageEngine Service Desk Plus or similar systems.
Strong grasp of ITIL principles (incident, request, problem, change) and full ticket lifecycle management.
Experience building training programs for both analysts and business users; excellent written & verbal communication.
Data driven mindset; advanced skills in analytics and dashboarding (e.g., Power BI/Tableau/ITSM dashboards).
Excellent troubleshooting skills.

Preferred:

Extensive experience with Microsoft 365, Intune, Azure AD/Entra ID, identity & access, endpoint management.
Background in automation/scripting (Power Automate, PowerShell) and virtual agents/chatbots.
Experience scaling support in a medium-size environment (e.g., 250–2,000 team members), multisite operations, and highly distributed workplaces.
Exposure to compliance frameworks (ISO 27001, SOC 2, HIPAA, SOX) and audit readiness.
Familiarity with or hands-on experience using AI-powered productivity tools to enhance efficiency, collaboration, and work quality strongly preferred.

Pay Transparency: Pathstone’s expected starting base compensation range for the position as of the time of this posting is $110,000 - $130,000 per year. The actual base compensation selected for this role will be set based on a variety of factors, including (but not limited to) experience, education, specialty and training. The successful candidate(s) may also be eligible for a discretionary bonus award.

Visa Sponsorship: Please note, we are unable to provide visa sponsorship for the position offered. Accordingly, we are unable to hire individuals who require, or will require, employment visa sponsorship either now or in the future.

Pathstone is proud to be an equal opportunity employer.

As you explore opportunities, know that Pathstone communicates with candidates exclusively through an @pathstone.com email address. We do not make unsolicited job offers, and we will never ask for personal or financial information through email or web forms. If you receive outreach that appears to be from Pathstone but originates from a different domain, please disregard it.

Apply on job-boards.greenhouse.io About employer

More about this job

Skills

Leadership
Process improvement
Team leadership
Coaching
Scheduling
Communication skills
Documentation
Prioritization
Regulatory compliance
Root cause analysis
Collaboration
Security regulations
Vendor management
IT service management
Performance management
Reporting
ITIL
Microsoft Power BI
Tableau
Troubleshooting
Microsoft 365
Microsoft Azure
Microsoft Power Automate
Microsoft PowerShell

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Work requirements

Jobs in the United States