What you’ll do day-to-day
This individual will be responsible for managing a subset of systems administrators in our New York office and will oversee their professional development, mentorship, and training. They will also work closely with other helpdesk managers to identify and implement enhancements to helpdesk process and policy, measure and report on performance, collect and respond to feedback from the business, and manage a subset of operational processes and communications related to the helpdesk. This person will build strong relationships with other groups to ensure successful partnerships across the Systems department and firm.
Who we’re looking for
- Candidates should have five to ten years of relevant experience combined with excellent leadership, communication, judgement, and organizational skills and a proven track record of both managing a team and building out processes and operations.
- Applicants should be familiar with corporate IT infrastructure (i.e., the technology described above) and have a holistic understanding of how an IT support group operates.
- Some experience with automation, analytics and reporting, project management, and customer outreach is preferred. Familiarity with high-touch/white-glove service is required.
- Applicants should be able to successfully define goals and success measures, inspire team members, and establish meaningful collaboration channels with other engineering and operations groups. They should be motivated to continuously look for ways to strengthen the team and function.