Lead, Service Desk - PGIM Technology (Hybrid - Newark, NJ)

Job Classification:Technology - Admin & SupportAbout PGIM Quantitative Solutions (PQS)PGIM Quantitative Solutions (PQS) is a global investment manager within PGIM, the asset management business of Prudential Financial. PQS leverages advanced quantitative research, data science, and technology-driven strategies to deliver innovative investment solutions across asset classes. The organization combines deep financial expertise with cutting-edge infrastructure and engineering capabilities to support scalable, resilient, and highly secure investment platforms. Technology plays a critical role in enabling PQS to operate efficiently, manage risk, and deliver value to clients in a fast-paced and highly regulated environment.Who We Look ForWe are seeking a hands-on, service-oriented IT professional who thrives in a fast-paced, collaborative environment. The ideal candidate brings a strong technical foundation across end-user technologies and demonstrates a proactive, customer-first mindset.This individual is not only a capable problem solver but also a natural team leader; someone who can guide junior team members, identify process improvements, and drive operational excellence within the Service Desk function. Strong communication skills, attention to detail, and the ability to work across multiple technology domains are essential.What You Will DoServe as the primary point of contact for IT incidents and service requests, ensuring a high level of customer satisfactionTroubleshoot and resolve hardware, software, mobile, and connectivity issues across a Windows and macOS environmentLog, track, and manage incidents and requests using ITSM tools in alignment with best practicesEscalate complex issues to internal teams or vendors and ensure timely follow-through to resolutionInstall, configure, and maintain end-user devices, applications, and peripheralsSupport onboarding and offboarding processes, including provisioning access, configuring devices, and recovering assetsManage hardware inventory and maintain accurate asset recordsAdminister user accounts and access within Active Directory and other enterprise systemsEnsure compliance with security policies, access controls, and asset management standardsDevelop and maintain knowledge base articles, documentation, and standard operating proceduresIdentify recurring issues and recommend process improvements to enhance service deliveryParticipate in Agile ceremonies and collaborate with Infrastructure, Security, and Application teamsSupport office moves, workstation setups, and related physical infrastructure tasksParticipate in an on-call rotation and provide after-hours support as neededWhat You Will NeedExperience supporting Windows and macOS operating systems in an enterprise environmentWorking knowledge of virtual desktop infrastructure (VDI) and VMware platformsExperience with endpoint patching, vulnerability remediation, and system updatesStrong troubleshooting and problem-solving skills across hardware and software issuesProficiency with Microsoft 365 applications, including Outlook, Word, Excel, and TeamsExcellent written and verbal communication skills with a strong customer-service focusAbility to work independently while contributing effectively within a team environmentFlexibility to support after-hours or weekend work when requiredWhat We Would Love to SeeExperience working within Agile environments, with Scrum certification (e.g., CSM, PSM) or equivalent experience strongly preferred—demonstrating the ability to participate effectively in stand-ups, sprint ceremonies, and continuous improvement initiativesDemonstrated experience mentoring or supporting junior Service Desk team membersFamiliarity with ITSM frameworks (e.g., ITIL) and continuous improvement practicesExperience supporting hybrid or remote workforce environments, including VDI solutionsExposure to enterprise security and compliance standards in a regulated environmentStrong documentation and knowledge-sharing habitsA proactive mindset with the ability to identify trends, risks, and operational gapsWhat we offer you:Market competitive base salaries, with a yearly bonus potential at every level. Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave. 401(k) plan with company match (up to 4%). Company-funded pension plan. Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs. Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.  Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.  Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service. Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.  Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom. Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law. If you need an accommoda