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About the Role

We are seeking an experienced Senior Manager, IT Services to lead a high-performing End User Services team delivering exceptional customer service and technical support to our workforce in a 100% SaaS environment. This role is responsible for overseeing service desk operations across a hybrid environment, ensuring reliable, secure, and scalable workplace technology solutions that drive employee productivity and business success. This role plays a critical part in ensuring that employees have a seamless, secure, and productive technology experience. By combining operational excellence with strategic leadership, the Senior Manager, IT Helpdesk Support will directly influence business efficiency, employee satisfaction, and the company’s ability to scale in a regulated financial environment.

Responsibilities

Lead, mentor, and develop a distributed End User Services / Helpdesk team supporting multiple U.S. locations
Foster a culture of accountability, customer service excellence, technical expertise, and continuous improvement
Oversee day-to-day Helpdesk operations, ensuring timely resolution of incidents, requests, and escalations while driving improvements in service delivery, workforce satisfaction, and operational effectiveness
Define, implement, and monitor service metrics, KPIs, and SLAs to ensure high-quality service delivery
Partner with IT infrastructure, security, and business application teams to resolve complex, cross-functional issues
Manage licensing strategy, usage forecasting, contract negotiation, and vendor performance reviews

Requirements

8+ years of experience in IT support or End User Services, with 3+ years in a leadership role
Strong working knowledge of ITIL / ITSM frameworks and service delivery best practices
Proven ability to lead teams, manage performance, and drive operational improvements
Strong communication, stakeholder management, and decision-making skills
Experience managing escalations and making decisions with urgency in high-pressure environments
Experience in financial services or other regulated industries strongly preferred
Operate a computer for 8 hours per day
Give and receive detailed information through verbal and written communication

Skills

macOS and Windows environments
Okta, Active Directory
Atlassian Jira Service Desk, Confluence
Office Suite: Microsoft Office 365, Zoom, Slack, RingCentral
Device provisioning, SaaS administration, and troubleshooting across a modern workplace stack
ITIL-based service management practices
Jira Service Management (or similar platforms)
Use data to continuously improve service delivery, optimize resources, and enhance the employee experience

Location

San Francisco

Work Type

Hybrid
Onsite

Experience Level

Senior Manager
3+ years in a leadership role

Education Level

Bachelor’s degree in a technical field or equivalent practical experience

Salary/Compensations

$165,000 - $175,000 + annual bonus

Benefits

Annual bonus

About the Company

At Forge, we know our team is our greatest asset.
Technology innovators in the private market.
Vision is to deliver a richer future for everyone.
Values: bold, accountable, and humble.
Helping the teams behind the greatest innovations of our generation, from space travel to artificial intelligence, and more.
Forge’s goal is to build the best-in-class technology infrastructure to power a global private market that is transparent, accessible, and seamless for companies, their employees, and investors.
Through Forge, employees can sell their private shares, employers can reward shareholders with pre-IPO liquidity and individual and institutional investors can participate in private unicorn growth.
Forge's differentiated global marketplace addresses rising demand among individual and institutional investors for exposure to private company stocks and is building a growing network effect.
Our ability to offer these powerful financial solutions has generated incredible interest from investors, demand from customers, and a need to grow our team to meet the needs of more companies, teams, and innovators in this way.

Equal Opportunity

Forge is proud to be an equal opportunity employer committed to supporting a diverse and inclusive workplace.
Our employment decisions are made without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, veteran status, or any other characteristic protected by federal, state, or local laws.