Hedge Fund #72
IT Operations Manager – End User Computing
Location: New York
Experience Level: Experienced Professionals
Department: IT Support
Overview
We’re seeking an experienced IT Operations Manager to lead our End User Computing team. This role is ideal for someone who thrives in dynamic environments, enjoys mentoring teams, and is passionate about delivering high-quality technical support across a global organization. You’ll be responsible for overseeing help desk operations, driving performance improvements, and ensuring seamless support for end users.
Key Responsibilities
- Lead and develop a team of help desk professionals, fostering a collaborative and accountable culture.
- Define and track team goals, KPIs, and SLAs to ensure consistent and high-quality support.
- Manage staffing and scheduling to meet global support demands.
- Oversee daily help desk operations, ensuring timely resolution of incidents and service requests.
- Serve as the escalation point for complex or high-impact issues, ensuring effective resolution and communication.
- Partner with other IT teams to address recurring issues and implement long-term solutions.
- Use data and analytics to monitor performance, identify trends, and drive continuous improvement.
- Generate reports on ticket volumes, resolution times, and user satisfaction to assess and improve team performance.
- Evaluate and implement tools and technologies to enhance efficiency and user experience.
- Ensure effective use and integration of the help desk ticketing system with broader IT infrastructure.
- Build strong relationships with business units to align support services with organizational needs.
- Communicate regularly with leadership on performance metrics, challenges, and strategic initiatives.
Qualifications
- Bachelor’s degree in IT, Computer Science, or a related field.
- 7+ years of experience in IT support, including 3+ years in a leadership role.
- Hands-on experience with help desk platforms (e.g., ServiceNow, Jira, Zendesk) and reporting tools.
- Strong technical knowledge of Windows, macOS, Active Directory, Office 365, and remote support tools.
- Experience managing enterprise-level call centers and modern support technologies.
- Familiarity with IT operations in financial services or similar high-demand industries.
- Proven ability to use data to drive service improvements and enhance user experience.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving abilities and comfort working in fast-paced environments.
- High standards of professionalism and integrity.
Benefits
We offer a comprehensive benefits package that supports your health, well-being, and professional growth, including:
- Fully-paid healthcare coverage
- Generous parental and family leave
- Wellness programs for mental and physical health
- Opportunities to volunteer and give back
- Matching gift programs for nonprofits
- Support for employee-led affinity group
