VP, Service Desk

Who We Are:

Wealthspire is a leading wealth management, retirement advisory, and business management firm serving individuals, families, endowments, and institutions across the United States, Canada, and the United Kingdom. We provide a comprehensive platform that brings together wealth management, institutional consulting, business management, family office, and retirement plan advisory services – empowering clients to navigate complexity with clarity and confidence.

With over 1,200 employees across more than 40 offices, we deliver insights and solutions backed by deep research, technology, and decades of expertise. Our collective businesses create a unified ecosystem designed to meet clients wherever they are in their financial journey. Wealthspire is redefining the future of financial solutions through collaboration, scale, and a steadfast commitment to putting people first – our clients, our colleagues, and our communities.

For more information, visit www.wealthspire.com. Wealthspire Advisors LLC, Fiducient Advisors LLC, Wealthspire Retirement, LLC, dba Wealthspire Retirement Advisory, and certain other affiliates are separately registered investment advisers.

Summary:

Wealthspire is seeking an experienced Vice President, Service Desk to lead and transform the firm’s end-user support and service delivery function. This role owns the global Service Desk strategy, operating model, and employee experience across all technology touchpoints. The VP will modernize support through automation, AI, and self-service while ensuring high reliability, security alignment, and strong executive-level service delivery in a regulated financial services environment.

 Direct responsibility for: 

• Service Desk / End User Support (Tier 1–3) 
• End User Experience & Adoption 
• ITSM Platform & Processes (Incident, Request, Problem, Change) 
• Knowledge Management & Self-Service 
• Device & Peripheral Support (in partnership with IT Logistics) 
• Service Desk Vendor(s) and MSPs

What You’ll Do: 

• Lead the enterprise Service Desk function, delivering a consistent, high-quality, employee-first support experience. 
• Define and execute a modern Service Desk strategy leveraging AI, automation, and self-service capabilities. 
• Establish clear SLAs, KPIs, and executive-level reporting for service performance, user satisfaction, and operational health. 
• Partner closely with Infrastructure, Cybersecurity, Applications, HR, and Business leaders to ensure seamless service delivery. 
• Own incident response coordination for end-user-impacting events and drive root cause elimination. 
• Lead Service Desk components of carve-out activities, integrations, and future M&A. 
• Build, mentor, and retain a high-performing Service Desk leadership and engineering team.

Core Responsibilities: 

Service Desk Operations 

• Operate a unified, multi-channel Service Desk (phone, chat, portal, walk-up where applicable). 
• Ensure consistent Tier 1–3 support coverage aligned to business hours and executive needs. 
• Drive continual service improvement through trend analysis and problem management. 

Automation, AI & Self-Service 

• Expand self-service, virtual agent, and automation capabilities to reduce friction and improve resolution times. 
• Own the Service Desk knowledge strategy, ensuring content quality, adoption, and accuracy. 

ITSM & Process Excellence 

• Own ITSM tooling and processes, ensuring maturity across incident, request, change, and problem management. 
• Enforce standard operating procedures, escalation paths, and change governance. 

Vendor & Financial Management 

• Manage Service Desk vendors and MSPs with clear accountability for SLAs, cost, and quality. 
• Drive cost optimization while improving service outcomes and user satisfaction. 

Security, Risk & Compliance Alignment 

• Partner with Cybersecurity to ensure endpoint, identity, and access support aligns with regulatory and compliance requirements (e.g., SOC 2, SEC, NYDFS). 
• Ensure Service Desk processes support strong security posture and audit readiness. 

Leadership & Culture 

• Build a service-oriented, metrics-driven culture focused on accountability and continuous improvement. 
• Develop succession plans and reduce dependency on external vendors through internal capability growth.

 What We’re Looking For: 

• 12+ years of IT Service Desk / End User Support leadership experience, including Director or VP-level roles.
• Proven experience running enterprise-scale Service Desk operations in regulated environments. 
• Deep knowledge of ITSM frameworks (ITIL) and modern Service Desk platforms. 
• Demonstrated success driving automation, self-service, and AI-enabled support models. 
• Strong vendor management, financial discipline, and executive communication skills. 
• Hands-on, credible leader who can operate at both strategic and operational levels. 
• Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience).  

 What We Offer: 

Wealthspire is proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, and more. The base salary range for this position is $177,000 –$221,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.
 

Wealthspire is an inclusive Equal Employment Opportunity employer.