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Job description
My client is a leading quantitative investment company focused on computer-driven trading in global financial markets.
The Help Desk manager will join the Systems Infrastructure group, which is responsible for all layers of technology in our environment, from networking, to servers, and application services. Historically, the Systems Infrastructure group has been a "flat" group, without a separate help desk function. As the Firm continues to scale our employee base and business complexity, we are looking to create a new function that will help provide coverage for day-to-day tickets and issues.
We are looking for a Help Desk manager that can help build out a new help desk function and hire a team. This is an exciting opportunity to join a rapidly growing organization and help prepare our organization for the next phase of growth.
Desired Skills, Qualifications and Experience
- Undergraduate degree in CS, EE, or related field.
- At least 5-10 years professional experience in a similar role (Help Desk Manager, Desktop Engineering, Productivity Engineering, etc.)
- Superb communication skills
- Superb project management skills; able to independently manage high-volume projects such as technology and security rollouts that affect large quantities of users, along with high-breadth projects, such as office buildouts.
- Management experience
- Strong focus on designing and improving repeatable and robust processes
- White glove, high-touch user support
- Mobile device management controls (MDM/MAM)
- Single-sign on and provisioning systems (SAML, SCIM, etc.)
- Videoconference and phone systems
- Desktop support across multiple operating systems - Windows, Mac and Linux
- Windows and Active Directory administration
- Email system administration and support
- Scripting/programming and process automation (Powershell, Python, Bash, etc.)
- Experience managing large scale technology upgrades and rollouts
- Experience with office buildouts, moves and logistics
- Agile and able to adapt to new business requirements as the Firm evolves
- Security and compliance controls (endpoint security, firewalls, etc.)
- Financial industry experience
Frequently asked questions
Q: What skills or qualities help someone succeed as a Help Desk Manager?
A: To succeed as a Help Desk Manager, key technical skills include proficiency in IT service management tools, such as ticketing systems and incident management software, as well as knowledge of common hardware and software platforms. Soft skills like effective communication, problem-solving, and leadership abilities are also crucial, enabling the manager to collaborate with team members, resolve complex issues, and make informed decisions. By combining these technical and soft skills, a Help Desk Manager can provide exceptional support, drive team productivity, and contribute to the overall success of the organization.
Q: What is the career path for a Help Desk Manager?
A: A Help Desk Manager's typical career progression involves starting as a Help Desk Technician or Support Specialist, progressing to a Team Lead or Senior Support Specialist role, and eventually becoming a Help Desk Manager, overseeing a team and implementing support strategies. Key opportunities for skill development include learning IT service management frameworks, project management, leadership, and technical skills such as cloud computing and cybersecurity, which can be developed through certifications like ITIL or CompTIA. Long-term career prospects may include transitioning into IT leadership roles, such as IT Director or Operations Manager, or pursuing specialized roles like IT Service Management Consultant or Technical Account Manager.