What are the responsibilities and job description for the Manager End User Services position at Franklin Fitch?
We are partnered with a leading hedge fund utilizing cutting-edge technology to drive superior investment returns. We are looking for a Global End User Support Manager to lead a team of 8 IT support professionals across multiple regions, ensuring seamless operations for our global workforce.
The Global End User Support Manager will lead and develop a global team responsible for providing first-class IT support to end users across all offices. The ideal candidate will have a proven track record in IT support management, strong leadership skills, and the ability to maintain a high level of customer service, particularly in the fast-paced hedge fund environment.
Key Responsibilities:
- Team Leadership: Lead, manage, and mentor a global team of 8 support professionals, fostering high performance and professional growth.
- Global Support Operations: Oversee end-user support, incident management, and request handling across all regions to ensure a high level of service.
- Issue Resolution: Manage escalated support issues, analyzing trends and implementing permanent solutions for recurring problems.
- Technology and Tools: Ensure effective support for hardware, software, and collaboration tools (e.g., Microsoft 365, Zoom, trading platforms).
- Customer Service Excellence: Serve as the escalation point for high-priority issues, ensuring VIP user satisfaction.
- Reporting: Monitor team performance, providing regular reports and identifying areas for continuous improvement.
Qualifications:
- Experience: 7 years in IT support, with 3 years in a team lead or managerial role. Experience in a hedge fund or financial services environment is a nice to have.
- Skills: Strong knowledge of Microsoft Windows, MacOS, and mobile OS. Familiarity with trading systems and financial applications preferred.
- Leadership: Proven ability to lead and develop a globally distributed team. Excellent communication and customer service skills.
- Technical Proficiency: Expertise in Office 365, Active Directory, VPNs, and endpoint management.
- Certifications: ITIL Foundation or similar certifications are preferred.
This role will be 4 days a week in Manhattan. We have a base salary up to $220,000, in additional to a comprehensive bonus.
Salary : $200,000 - $220,000
