Job Description

Prominent Global Credit Hedge Fund is looking for a hands-on leader and analytical thinker with an engineering mindset who is highly process-driven to head their Client Services Technology team (comprised of helpdesk support engineers). The ideal candidate will have a strong foundation in client services engineering and support with extensive experience in developing and driving continuous improvement throughout the function. The successful candidate must effectively communicate and collaborate across all levels of the organization, from associates to senior managers, executives, and the C-Suite.

• Leadership: Lead, mentor, develop, and manage the Client Services Technology team to continue to foster an ethos of teamwork, ownership, accountability, transparency, continuous improvement, and engineering excellence.
• Automation: Develop and implement strategic plans to improve the efficiency and effectiveness of the team and function, with an emphasis on process improvement and automation.
• Ensure desktop, laptop, tablet and mobile solutions and apps are designed and built to meet performance, security, usability, productivity, and maintainability standards.
• Executive/Stakeholder Relationship Management: Lead the team in partnering and providing enhanced, top tier services to the firm’s executives, including the CEO.
• Best Practices: Design, document, and implement SOPs that follow widely accepted best practices.
• Support/Problem Management: Act as a senior escalation point for complex technical issues, providing advanced engineering knowledge and experience in troubleshooting and resolution. Implement effective problem management practices to identify, document, and resolve underlying issues at their root cause.
• Analytics: Define, implement, and monitor key performance indicators to inform decision-making and drive operational excellence and client experience improvements.

Qualifications/Skills

Required:

• 7+ years of relevant experience, including min 5+ years in management or leadership roles in technology support and/or engineering environments.
• Bachelor's degree, preferably in a technical area of study e.g., Computer Science, Systems Engineering.
• Excellent written and verbal communication skills, and time management, organizational, and multitasking abilities.
• Demonstrated leadership, team management, and mentoring skills.
• Strong problem-solving and project management skills with a track record of successful project delivery.
• Demonstrated ability to develop and implement client desktop, laptop, tablet and/or mobile solutions that balance performance, security, and usability.
• Proficiency in endpoint management tools (SCCM,Intune, JAMF)
• Experience with software packaging and deployment (MSI, EXE, APP)
• Proficiency in network fundamentals (DNS, DHCP, VPNs)
• Expertise in technical root cause analysis, troubleshooting, and problem management in virtualized, hybrid, and cloud-based environments (e.g. Citrix, VMWare, Nutanix, HyperV, Windows 10/11, Office 365, Teams, Zoom).
• Analytical thinker who is self-motivated, innovative, and adaptable to changing technology landscapes.
• Experience implementing and collecting metrics and analytics from various systems(e.g., ticketing system, to inform decision-making and drive continuous improvements).
• Experience with ticketing systems (e.g. FreshService, ServiceNow, JIRA, or others) for tracking, measuring and/or automating processes to enhance client service and team efficiency.

Preferred:

• Experience with senior executives and providing enhanced, top tier service.
• Experience in budgeting, planning, procurement processes, and vendor management.
• Advanced certifications in technology, support, and/or project management.
• Experience in leading and managing office buildouts, relocations, and moves.
• Understanding of financial services, hedge fund operations and regulatory requirements.
• Capacity to stay current with emerging technologies and industry best practices

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