Senior Analyst, Service Desk

Wedbush Securities is one of the largest securities firm and investment banks in the nation. We provide innovative financial solutions through our Wealth Management, Capital Markets, Futures and Advanced Clearing and Prime Services divisions. Headquartered in Los Angeles, California with over 100 offices and more than 80 correspondent offices, our commitment to providing relentless, customized services is the foundation of our consistent growth.

We are seeking a Service Desk Analyst to work out of our New York office. The Senior Service Desk Analyst leads the day-to-day operations of the IT support team, resolving complex technical issues and developing service desk policies to ensure high-quality service delivery. This role requires strategic thinking, independent judgment, and close collaboration with IT leadership to align support services with business needs.

Responsibilities include, but are not limited to:

• Develop and implement service desk policies, procedures, and standards to ensure efficient and effective IT support services
• Analyze service desk performance metrics and generate reports to inform strategic decisions and continuous improvement initiatives
• Manage escalated technical issues, coordinating with cross-functional teams to resolve complex problems
• Analyze systematic information systems issues and implement solutions that impact business operations
• Analyze current IT Resources support procedures implement changes that impact management policies
• Advice management in planning, purchasing and negotiation of agreements with vendors
• Perform other tasks and duties as required and assigned

• Bachelor's Degree from an accredited University, preferably in Computer Science or other related fields
• 10+ years helpdesk experience
• Strong technical troubleshooting skills.
• Familiarity with ITSM tools and ITIL practices.
• Ability to analyze and resolve complex support issues.
• Effective leadership, communication, and customer service abilities.
• Combined with solid time management, independent judgment, and the capacity to mentor others and improve support processes.
• Ability to work in a constant state of alertness and safe manner