Hedge Fund #GG01
Key Responsibilities:
· Team Leadership and Development:
o Build and lead IT support teams across multiple locations, ensuring the delivery of exceptional support services to end users.
o Actively contribute to day-to-day technical support tasks, working hands-on to resolve issues and mentor the team.
o Develop, mentor, and grow team members, fostering a culture of excellence, accountability, and continuous learning.
o Regularly evaluate team performance, identifying areas for growth, training, and skill enhancement.
· Operational Improvement:
o Design and implement IT service management (ITSM) workflows and processes, including incident management, problem resolution, and service request handling, from the ground up.
o Spearhead the implementation of self-service tools and automation to improve efficiency.
o Lead the adoption of ITIL best practices to ensure efficient and effective support operations.
· User Experience Enhancement:
o Collaborate closely with end-users to understand their needs and ensure that support services align with their expectations.
o Drive user-centered improvements and advocate for transparency, ease of access, and innovation in IT solutions.
o Develop and execute communication strategies to ensure users are well-informed and satisfied throughout their service interactions.
· Stakeholder Collaboration:
o Work directly with senior leaders and department heads to align IT support strategies with organizational goals.
o Serve as the key point of contact for IT support escalations, ensuring prompt resolution and a focus on user satisfaction.
o Provide detailed, regular reporting on IT support performance to senior management.
· Innovation and Automation:
o Identify opportunities for self-help and automation tools to enhance support services and improve operational efficiency.
o Stay abreast of industry advancements, continuously adapting IT support practices to maintain cutting-edge service delivery.
Required Qualifications and Skills:
· Proven experience in managing hands-on IT support teams, including experience in leading and developing technical teams.
· In-depth technical expertise in IT support and troubleshooting for desktop, laptop, mobile devices, and various end-user systems.
· Strong experience with ITIL practices, specifically in incident management, problem resolution, and service request management.
· Ability to implement IT service management processes from scratch, leveraging best practices to ensure smooth and effective support.
· Strong expertise in Active Directory, Windows OS, Exchange, Office 365, Teams, Azure AD, and Intune management.
· Deep technical experience in managing endpoint security, including MDM (Mobile Device Management), Defender for Endpoints, and endpoint patching.
· Proficiency with virtualization platforms like VMware or Hyper-V and knowledge of cloud technologies like Azure and AWS.
· Expertise in deploying and managing enterprise-level systems, including VPN, SSO (Single Sign-On), and MFA (Multi-Factor Authentication).
· Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and support ticketing systems.
· Experience in designing and executing disaster recovery and business continuity strategies.
· Proficiency with scripting (e.g., PowerShell, Python) to automate processes and enhance support workflows.
Preferred Qualifications:
· Bachelor’s degree in Information Technology, Computer Science, or a related field.
· ITIL, HDI, or other relevant certifications.
· Experience managing IT support teams for geographically distributed offices.
· Strong communication and interpersonal skills, with the ability to engage with both technical and non-technical stakeholders.
Why Join Us:
· Play a pivotal role in building and shaping a new IT support function within a leading hedge fund.
· Lead a highly visible initiative to create a top-tier end-user support and engineering team.
· Work in a dynamic, innovative, and collaborative environment with opportunities for career growth and professional development.