Vice President, Help Desk Technical Lead
Apply NowCompany: FS Investments
Location: Philadelphia, PA 19120
Description:
FS Investments is seeking a Vice President, Help Desk to serve as the senior technical lead and primary escalation point for end-user support across the organization. This hands-on role is ideal for a deeply experienced technician who enjoys solving complex desktop issues, mentoring support staff, and ensuring employees, especially executives, have a seamless technology experience.
Based in the Philadelphia office, this role delivers expert-level support across both Windows and macOS environments and works closely with internal stakeholders, IT teams, and Help Desk Analysts to provide fast, high-quality service.
Key Responsibilities:
Qualifications:
FS Investments: 30 years of leadership in private markets
FS Investments is an alternative asset manager dedicated to delivering attractive returns across private equity, private credit and real estate. Following its 2023 acquisition of Portfolio Advisors, FS Investments now manages over $85 billion for both institutional and wealth management clients around the world, drawing on 30 years of experience and more than 500 employees operating across nine global offices.
The firm's investment professionals manage a wide range of differentiated strategies across private markets and collectively manage relationships with 300+ sponsors. FS Investments' active partnership model creates a virtuous cycle of superior market insights and deal flow, which inform the underwriting process and help to generate strong returns.
FS is an Equal Opportunity Employer.
FS Investments does not accept unsolicited resumes from recruiters or search firms. Any resume or referral submitted in the absence of a signed agreement is property of FS Investments and no fee will be paid.
Based in the Philadelphia office, this role delivers expert-level support across both Windows and macOS environments and works closely with internal stakeholders, IT teams, and Help Desk Analysts to provide fast, high-quality service.
Key Responsibilities:
- Serve as the highest-level escalation point for Help Desk issues, including hardware, OS, software, and application support.
- Provide expert support for Windows and macOS systems, including imaging, provisioning, and troubleshooting.
- Manage provisioning of user devices via Windows Autopilot and Microsoft Intune.
- Manage Jamf policies and deployment for macOS endpoints.
- Troubleshoot and support Conditional Access scenarios (e.g., blocked sign-ins, device compliance issues, user access problems).
- Administer NinjaOne for endpoint monitoring, troubleshooting, and remote support.
- Deliver high-touch support for C-suite and executive users, ensuring reliability and discretion.
- Ensure a polished experience for internal events, collaborating with office staff and analysts on technical setup and live support.
- Lead and continuously improve employee onboarding and training, covering device setup, application access, and IT orientation.
- Mentor Help Desk staff, providing training and technical guidance on advanced issues.
- Identify and resolve root causes of recurring issues and contribute to long-term improvements in tooling and processes.
- Maintain internal knowledge base articles and documentation around support workflows, deployment practices, and known issues.
Qualifications:
- 10+ years of experience in IT support, end-user computing, or technical operations roles.
- Expertise in Windows 10/11, macOS, and modern device management (Autopilot, Intune, Jamf).
- Hands-on experience with NinjaOne or similar RMM platforms.
- Familiarity with Microsoft 365, including account access issues and collaboration tools.
- Strong ability to troubleshoot Conditional Access and other identity-related user access challenges.
- Basic to intermediate PowerShell skills for diagnostics and automation.
- Proven ability to support and communicate with executive-level users in high-pressure environments.
- Experience supporting Zoom and other conferencing platforms for meetings and events.
- Comfortable running employee onboarding and internal training sessions.
- Strong interpersonal skills, a calm presence, and a methodical approach to problem-solving.
- Certifications such as Microsoft MD-102, Jamf 200/300, or CompTIA are a plus
FS Investments: 30 years of leadership in private markets
FS Investments is an alternative asset manager dedicated to delivering attractive returns across private equity, private credit and real estate. Following its 2023 acquisition of Portfolio Advisors, FS Investments now manages over $85 billion for both institutional and wealth management clients around the world, drawing on 30 years of experience and more than 500 employees operating across nine global offices.
The firm's investment professionals manage a wide range of differentiated strategies across private markets and collectively manage relationships with 300+ sponsors. FS Investments' active partnership model creates a virtuous cycle of superior market insights and deal flow, which inform the underwriting process and help to generate strong returns.
FS is an Equal Opportunity Employer.
FS Investments does not accept unsolicited resumes from recruiters or search firms. Any resume or referral submitted in the absence of a signed agreement is property of FS Investments and no fee will be paid.