Service Desk Lead

Join the Team!

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

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 industry
• Minimum 1 year of supervisory experience in a technical support or service desk environment
• Hands-on experience supporting Microsoft 365, Exchange Online, Intune, Entra ID (Azure AD) in a hybrid or cloud-first model
• Familiarity with Hedge Fund or Alternative Investment environments is strongly preferred

Qualifications 

• Strong written and verbal communication skills; professional demeanor over phone, email, and chat is essential
• Prior experience with ConnectWise or a similar ticketing system
• Strong critical thinking skills, attention to detail, and the ability to prioritize and follow through
• Experience authoring process documents, SOPs, and knowledge base articles
• Must be client-focused, resourceful, and able to thrive in a fast-paced, dynamic setting

For more details, visit www.align.com.

Tier 2

Align is a premier global provider of technology infrastructure solutions.

Align specializes in designing and deploying technology infrastructure solutions from the desktop to the data center as well as providing managed IT services for clients.

Our professional services team, which includes Workplace Technology, Data Center Solutions and Migrations & Cloud provide strategic consulting, design, project management, engineering, implementation and support. Our best-in-class Managed Services team provides IT services and cybersecurity advisory for clients within the Alternative Investment industry. Align is a Microsoft Tier 1 Cloud Solutions Provider (CSP) and Gold Partner.

Our client centric approach and passion for driving IT innovation has enabled us to provide tailored solutions and business transformations for over three decades. Leading firms have relied on Align to provide forward-thinking technology strategies that support their current and future business needs.

Our teams have flawless track records of delivering technical solutions and have established long-standing relationships with an impressive client list of both Global 1000 and SMB clients. We work across a diverse list of industries including financial services, life sciences (pharmaceutical and health care), retail, technology, media and telecommunications.

For more information, visit: www.align.com