Commonwealth Financial Network

  • Supervisor, HelpDesk

    Job Locations US-MA-Waltham
    Job ID
    # of Openings
    Technology - Support Services
  • Overview

    We are not your typical financial services firm. For starters, we’re a fast-growing company with 30 percent of our employee head count in technology. We’ve been recognized as a Best Place to Work 38 times (and counting), and Computerworld has ranked us highly nationwide for the past 11 years as one of the best places to work in IT—and for good reason. We think and have fun like a start-up (bocce tournament, annual turkey fry, summer outing, etc.) yet have the financial stability to offer you the best training and technology money can buy. Conveniently located on the commuter rail near the intersection of I-95 and the Mass Pike, we’re accessible from anywhere—and away from the congestion of a downtown commute.
    Discover what it’s like to be psyched to come to work every day! We offer you:


    • Generous bonus and stock option incentive plans
    • Use of our chairman’s vacation properties (Cape Cod, Lake Winnipesaukee, Sunday River, Key Biscayne, Las Vegas, Park City, the Bahamas, and the Dominican Republic) at no cost
    • Fully paid maternity leave (12 weeks) and spousal leave (3 weeks)
    • An opportunity to participate in our Idea Lab, a fun and dynamic program that lets us dedicate time to experimentation
    • A more relaxed, “dress for your day” dress code
    • A free on-site fitness center
    • Ample opportunity to volunteer with and support local charities
    • A VTO (volunteer time off) day to use toward a cause that’s important to you
    • Tuition reimbursement
    • Free breakfast on Fridays
    • A competitive benefits package—and much more

    About the Opportunity

    We are looking to add a hands-on leader and skilled relationship builder to our team of 60-plus HelpDesk employees. The right candidate is someone who will quickly earn the trust and respect of our advisors, as well as his or her coworkers. As a supervisor, you’ll be rolling up your sleeves and getting involved when necessary, but delegating where and when appropriate.
    If you’re a self-motivated team player who is able to give constructive feedback, as well as praise—and you thrive on handling multiple projects in a fast-paced and dynamic environment—then let’s introduce ourselves.


    • Providing daily support, leadership, and mentoring to HelpDesk employees
    • Working with management to set team goals and implement new initiatives
    • Recommending procedural and structural enhancements for the department
    • Monitoring the workload volume and ensuring that resource and staffing needs are met
    • Using ServiceNow to ensure that tickets are addressed efficiently and the team is delivering on SLAs
    • Conducting year-end performance reviews for all team members
    • Coaching newer helpdesk specialists and ensuring that all team members are provided with the tools and support they need, while making sure that all employees are operating at the level expected of them
    • Meeting with team members as needed in a one-on-one environment to provide mentoring and coaching and to deliver feedback
    • Handling sensitive conversations with customers
    • Reviewing customer feedback to improve services, tools, and customer experience with HelpDesk support
    • Continually seeking opportunities to increase customer satisfaction and strengthen user relationships
    • Working closely with other supervisors in our Support Services department to ensure collaboration between teams and to support advisors’ offices as efficiently and effectively as possible
    • Attending meetings with product managers before new product rollouts and providing constructive feedback related to the rollout


    • 3+ years of experience in a HelpDesk role; experience working as a support technician a big plus
    • At least 1 year of experience leading a technically focused team
    • A good operational understanding of brokerage houses and financial advisory business
    • High-level customer service skills; able to anticipate and understand customer expectations and ensure that customer requirements are met and expectations are managed appropriately
    • Comfortable working in a fast-paced environment with constant changes
    • Experience and ability to develop professional relationships with clients to ensure customer satisfaction
    • Willingness and ability to be on-call for escalations after regular business hours
    • Able to multitask and meet deadlines
    • Strong organizational and analytical skills
    • Demonstrated problem-solving skills; ability to think outside the box
    • Excellent written, verbal, and presentation skills, with the ability to facilitate meetings
    • Strong computer skills, including Microsoft Office suite and Visio; able to learn new applications


    Have we piqued your curiosity? Can you see yourself thriving in this career opportunity, as well as our Anything but Common® workplace culture? If so—and if your background and experience align with our needs—please do submit your application right away.


    Commonwealth Financial Network® is an equal opportunity employer that is committed to a diverse workforce.


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