- Monitor, triage, and manage incoming service desk requests through ServiceNow
- Provide first‑level support and coordinate resolution of service requests and incidents
- Ensure requests are prioritized appropriately and resolved within established SLAs
- Escalate issues when necessary and follow through to completion
- Deliver a consistent, professional, and customer‑focused support experience
- Support and participate in special projects related to service delivery, operations, and administrative initiatives
- Assist with data collection, reporting, and tracking for ongoing and ad hoc projects
- Support administrative coordination, scheduling, and cross‑functional communication
- Help identify inefficiencies and recommend improvements to service desk and administrative workflows
- Document service desk and administrative processes, workflows, and standard operating procedures (SOPs)
- Create and maintain clear, accurate, and user‑friendly documentation and knowledge base content
- Ensure documentation is kept current and aligned with operational changes
- Identify recurring issues and support process improvement efforts through documentation and process updates
- Track service desk metrics such as ticket volume, resolution time, and SLA performance
- Support preparation of reports and summaries for leadership and stakeholders
- Use operational data to identify trends and opportunities for improvement
- Associate’s or Bachelor’s degree in Business, Information Systems, Operations, or a related field (or equivalent experience)
- 1–3 years of experience in a service desk, operations, or administrative support role
- Experience working with ticketing or service management systems (e.g., ServiceNow, Jira, Zendesk, or similar)
- Demonstrated experience with process documentation, SOP creation, or workflow mapping
- Strong administrative, organizational, and documentation skills
- Excellent written and verbal communication skills
- Ability to manage multiple requests and projects in a fast‑paced environment
- Experience supporting Workplace Services, Facilities, and/or Operations teams
- Familiarity with service desk metrics, SLAs, and reporting
- Experience contributing to knowledge bases or internal documentation repositories
- Proficiency in Microsoft Office (Excel, Outlook, Teams)
This position is an non-exempt position. The annualized base pay range for this role is expected to be between $60,000-$70,000 base salary compensation range. Actual base pay may vary based on factors including, but not limited to, experience, subject matter expertise, geographic location where work will be performed, and the applicant’s skill set. The base pay is just one component of the total compensation package. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life insurance, and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education.
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About Focus Financial Partners
Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn.
Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law.
Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].
The following language is for US based roles only
For California Applicants: Information on your California privacy rights can be found here
For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.
For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability.
For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901.
For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.
Skills Required
- Associate's or Bachelor's degree in Business, Information Systems, Operations, or a related field
- 1-3 years of experience in a service desk, operations, or administrative support role
- Experience working with ticketing or service management systems
- Demonstrated experience with process documentation, SOP creation, or workflow mapping
- Strong administrative, organizational, and documentation skills
- Excellent written and verbal communication skills
- Ability to manage multiple requests and projects in a fast‑paced environment
What We Do
Focus Financial Partners is a leading partnership of independent, fiduciary wealth management firms. Focus provides unrivaled access to best practices, resources, and continuity planning for its partner firms who serve individuals, families, employers and institutions with wealth management, benefit and investment consulting services. Focus partner firms maintain their operational independence, while they benefit from the synergies, scale, economics and best practices of the market leader to achieve their business objectives. For more information about Focus Financial Partners, please visit www.focusfinancialpartners.com.
