Our team of engineers builds solutions to the most complex problems. We develop cutting-edge systems and processes that form the core of our key business and enable transactions to move in milliseconds. We provide real-time access to critical deal information and crunch billions of data points each day to inform firm-wide market insights and strategies. Team members have the opportunity to work at the forefront of technology innovation alongside industry leaders and make significant contributions to the field.

TEAM OVERVIEW

Technology Client Services is the face of engineering for all users of the firm. We support our colleagues end-end (Cradle to Grave or C2G as we call it) across the world 24x7 on their technical queries, requests, and issues. We understand that exceptional support directly impacts our business success and bottom line. By resolving technical issues swiftly and accurately, we minimize any potential downtime, ensuring our businesses run smoothly and at the same time - ensuring our teams stay productive.

ROLE OVERVIEW

The Technology Helpdesk Manager is a critical leadership role responsible for overseeing the daily operations of the IT Helpdesk, ensuring efficient and effective technical support across a diverse range of technology platforms. This role requires a strong blend of technical expertise, operational management skills, and leadership abilities to maintain high service levels, foster collaboration across technology teams, and drive continuous improvement in IT support services. The ideal candidate will be a proactive problem-solver with a passion for technology and a commitment to delivering exceptional customer service

RESPONSIBILITIES

• Technical Leadership & Expertise:
  • Provide technical guidance and mentorship to the Helpdesk team, serving as a point of escalation for complex technical issues.
  • Maintain a deep understanding of the organization's technology infrastructure, including hardware, software, networking, cloud services, and security systems.
  • Stay abreast of emerging technologies and trends, evaluating their potential impact on the Helpdesk and the organization.
  • Contribute to the development of technical documentation, knowledge base articles, and training materials.
  • Troubleshoot and resolve advanced technical issues related to operating systems, applications, network connectivity, and hardware failures.
• Operational Oversight & Management:
  • Manage the daily operations of the Helpdesk, ensuring timely and effective resolution of support requests.
  • Monitor Helpdesk performance metrics (e.g., resolution time, first call resolution rate, customer satisfaction) and identify areas for improvement.
  • Develop and implement Helpdesk policies, procedures, and workflows to optimize efficiency and service quality.
• People Management & Development:
  • Recruit, train, and supervise Helpdesk staff, providing ongoing coaching and performance feedback.
  • Set clear performance expectations, conduct regular performance reviews, and identify opportunities for professional development.
  • Foster a positive and collaborative team environment, promoting knowledge sharing and teamwork.
  • Develop and implement training programs to enhance the technical skills and customer service abilities of Helpdesk staff.
  • Manage staff schedules and ensure adequate coverage to meet service level objectives.
• Service Level Objectives (SLOs) & Incident Management:
  • Define and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for Helpdesk services.
  • Ensure adherence to SLOs and proactively identify and address potential service disruptions.
  • Lead incident management efforts, coordinating with other technology teams to resolve critical incidents quickly and effectively.
  • Analyze incident data to identify root causes and implement preventative measures.
• Cross-Functional Coordination & Collaboration:
  • Collaborate with other Engineering teams (e.g., network, workplace, applications) to ensure seamless delivery of services.
  • Participate in cross-functional projects, providing Helpdesk input and support.
  • Communicate effectively with stakeholders across the organization, providing updates on Engineering issues, service and product performance.
  • Act as a liaison between the Helpdesk and other departments and various cloud vendors (Amazon, MSFT etc.,) ensuring clear communication and understanding of support processes.
• Operational Discipline & Continuous Improvement:
  • Ensure adherence to IT security policies and procedures.
  • Implement and maintain ITIL (or similar) best practices for IT service management.
  • Continuously evaluate and improve Helpdesk processes and technologies.
  • Conduct regular audits of Helpdesk operations to identify areas for improvement.
  • Develop and implement corrective action plans to address identified issues.

QUALIFICATION:

• Bachelor’s degree in computer science, Information Technology, or a related field
• 15+ years of experience in IT support, with at least 10 years in a supervisory or management role.
• Proven experience managing a technology Helpdesk or service desk environment.
• Strong technical skills across a wide range of technology platforms, including Windows, macOS, Linux, O365, cloud services (e.g., AWS, Azure, Google Cloud), and security systems.
• Excellent problem-solving and troubleshooting skills.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Experience with IT service management (ITSM) tools and processes (e.g., ServiceNow, Jira Service Management).

SKILLS:

1. Operating Systems: Proficiency in supporting various operating systems, including Windows, macOS, and Linux. This includes installation, configuration, troubleshooting, and basic system administration.
2. Hardware Troubleshooting: Ability to diagnose and resolve hardware issues related to desktops, laptops, printers, and other peripherals. This includes understanding hardware components, identifying failures, and performing basic repairs or replacements.
3. Networking Fundamentals: Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN. Ability to troubleshoot network connectivity issues and configure network settings.
4. Software Support: Expertise in supporting common office productivity suites (e.g., Microsoft Office), as well as other business applications used by the organization. This includes installation, configuration, troubleshooting, and user training.
5. Remote Support Tools: Proficiency in using remote support tools (e.g., GoverLAN, Remote Desktop) to remotely diagnose and resolve user issues.
6. Security Awareness: Understanding of basic security principles and best practices, including password management, malware prevention, and phishing awareness. Ability to identify and report security incidents.
7. Cloud Services: Familiarity with cloud-based services such as cloud desktops, email, storage, and applications. Ability to troubleshoot issues related to cloud connectivity and access.