Workplace Services Specialist

• Monitor triage and manage incoming service desk requests through ServiceNow
• Provide firstlevel 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 customerfocused support experience
• Support and participate in special projectsrelated 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 crossfunctional 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 userfriendly 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

• Associates or Bachelors degree in Business Information Systems Operations or a related field (or equivalent experience)
• 13 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 fastpaced 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 $60000-$70000 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 applicants 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 candidates experience and education.

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Focus Partners Wealth is an organization of wealth asset and business management resources that brings strength innovation and partnership to client relationships. Through a comprehensive range of services Focus Partners Wealth supports clients at every stage of life helping them manage their financial future. With over $180 billion in regulatory assets under management Focus Partners Wealth uses research-backed investment strategies to create custom-built portfolios and delivers personalized wealth planning solutions to clients in all 50 states. Focus Partners Wealth is part of Focus Financial Partners a leading financial services firm comprised of wealth management family office and business management services. To learn more about Focus Partners Wealth or follow the company on LinkedIn.

Focus is an equal opportunity employer and bases its employment decisions on the employee or candidates skillset and without regard to an employee or candidates 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 .

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 California Applicants: Information on your California privacy rights can be found here

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.

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 states 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.