Help Desk Support Manager

Sophisticated Work. In a Great City. Making a Difference.

The State of Wisconsin Investment Board (SWIB) manages more than $162 billion in assets, including those of the fully-funded Wisconsin Retirement System (WRS). SWIB operates at a level more often seen in top-tier global asset managers than in typical public pension funds. SWIB is a home for top talent. Approximately 61 percent of SWIB’s investment professionals are Chartered Financial Analyst (CFA) charter holders.

The City of Madison, the state capitol and home of Wisconsin’s flagship university, makes regular appearances on lists of best places to live, eat, and play. SWIB offers a modern workspace, hybrid work options, and competitive compensation and benefits.

Serving over 692,000 WRS beneficiaries, SWIB is driven by a clear mission: securing the financial future of those who serve Wisconsin. When you work at SWIB, you know your work matters.

The Technology Team at SWIB designs, implements, and operates best-in-class systems and platforms that enable a broad range of investment portfolios and strategies. As a trusted advisor to the business, the team is valued for delivering innovative, reliable, and strategic technology solutions that drive SWIB’s continued growth. We leverage technology to achieve enterprise goals, align IT initiatives with future direction, and operate in accordance with industry-leading standards.

The Business Integration Team plays a key role in aligning people, processes, and platforms—supporting the transformation of SWIB’s investment infrastructure.

The Technology Support Manager oversees all aspects of the IT Help Desk function within a dynamic financial services organization.

This role is responsible for leading and developing the help desk team to deliver timely, professional, and technically robust support to end users. The successful candidate will ensure the stability and performance of desktop, laptop, Citrix/AVD, and peripheral environments, while driving the adoption of ITIL-aligned service management best practices.

We are seeking a technically proficient and customer-focused leader who can elevate the technical capabilities of the support team. This includes mentoring staff on advanced troubleshooting, endpoint management, automation, and enterprise toolsets. The ideal candidate brings hands-on experience supporting complex enterprise environments—particularly within the financial sector—and is adept at bridging the gap between user needs and technical solutions.

• Lead, coach, and mentor the help desk team to provide high-quality, customer-centric IT support.
• Oversee daily operations of the help desk, ensuring SLAs are met and service levels are consistently maintained.
• Track and report key performance metrics, including mean time to respond (MTTR), mean time to resolve (MTTRs), ticket volume trends, and customer satisfaction.

• Manage standard desktop and laptop images for deployment, ensuring security, compliance, and optimal performance.
• Oversee configuration, installation, and maintenance of desktop software and hardware.
• Ensure patch management and endpoint protection are implemented consistently.
• Management of tools used in provisioning software such as InTune, SCCM, JAMF.
• Deep experience with GPOs and overall end device security management.

• Support and maintain industry-standard financial applications such as Charles River, Bloomberg, Fact Set, and other trading and research tools.
• Collaborate with application owners and vendors to ensure reliable performance and timely updates.

• Manage and maintain conference room audiovisual (AV) systems, video conferencing platforms, and collaboration tools through third party support vendors.
• Troubleshoot AV issues and ensure seamless meeting experiences for employees and executives.

• Implement and manage ITIL-based processes, including incident, request, and problem management.
• Develop and maintain an IT service catalog, ensuring users have clear visibility into available IT services.
• Contin…