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About the Role
Lead daily operations, handle escalations, and support bankers on live transactions, where speed and judgment matter. You will work closely with the global Support, Infrastructure, Network & Security, and Platform Engineering teams.
Responsibilities
- Lead day-to-day Support operations.
- Set priorities and coordinate work across the global team.
- Coach and mentor team members.
- Act as the escalation point for complex issues.
- Work with Infrastructure, Network & Security, and Platform Engineering to resolve them.
- Serve as the liaison between Support, IT leadership, and global offices.
- Lead support projects and represent Support on technology rollouts.
- Oversee ticketing and service levels.
- Analyze trends to find root causes and improve service.
- Write and maintain processes and knowledge base articles.
- Make sure the team follows them.
- Provide white-glove Level 1 and Level 2 support worldwide.
- Build, deploy, and maintain laptops, desktops, and Intune-managed mobile devices.
- Support Microsoft 365 and Windows 365.
- Coordinate moves, adds, and changes.
- Manage and audit hardware and software inventory.
- Support conference rooms, video conferencing, and VoIP, including high-profile meetings.
- Train users and give technical guidance.
- Manage and participate in the on-call rotation, including occasional after-hours and weekend support.
Requirements
- 8+ years in IT support, including 2+ in a lead or senior role.
- Proven ability to lead and mentor a team in a fast-paced setting.
- Experience providing white-glove support to C-suite and senior executives.
- Strong knowledge of Windows, Microsoft 365, hybrid Active Directory (on-premises and Entra ID), Intune, and Windows Autopilot.
- Experience with software deployment and patch management.
- Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) and network security.
- Working knowledge of PowerShell and a passion for automation.
- Experience supporting AI platforms such as Claude and Microsoft Copilot from an end-user view.
- Sound judgment under pressure and a root-cause mindset.
- Clear communicator at all levels, with a sense of urgency and a client-focused manner.
- Investment bank or advisory firm experience.
- Experience using AI tools to build workflows and automate processes.
- ITIL certification or strong familiarity with incident and problem management.
Skills
- Windows
- Microsoft 365
- Active Directory
- Entra ID
- Intune
- Windows Autopilot
- Software deployment
- Patch management
- Networking fundamentals
- TCP/IP
- DNS
- DHCP
- Wi-Fi
- Network security
- PowerShell
- Automation
- AI platforms
- Claude
- Microsoft Copilot
- ITIL
Location
- New York
Work Type
- Full-time
Experience Level
- Lead
- Senior
Education Level
- Bachelor's degree preferred
Salary/Compensations
- $135,000 - $180,000
About the Company
- Perella Weinberg is a global firm.
- Learn more: https://www.pwpartners.com
Equal Opportunity
- Perella Weinberg is an Equal Opportunity Employer.