Job Info

Client Introduction

For more than 25 years we've been a respected billion-dollar Enterprise Software company in the Financial Services industry. We're publicly traded with offices in 60 countries all over the world. We have more than 4,500 clients worldwide with over $16 trillion managed with our software products. We also were ranked in the top 15 on the list of 100 Best Places to Work in the Bay Area by the San Francisco Business Times- 5th year in a row! Offices located in San Francisco, New York, Boston, London, Amsterdam, Stockholm, Dubai and Beijing.

Job Description

The Senior IT Service Delivery Manager is part of the Global IT organization and is responsible for providing desktop support for our clients global employees. This role will report to the Sr. Director, IT Operations and will work closely with other IT Operations groups and business partners to ensure that all business strategies and goals are achieved. They will be responsible for overseeing a customer service infrastructure that meets our clients system performance and reliability consistent with business expectations. They must be comfortable managing in a fast paced, flexible environment.

Job Responsibilities

- Lead a high performing team with the primary responsibility to answer the requests of internal customers

- Provide strategic leadership / alignment of new technology with business needs

- Ongoing evaluation and refinement of business process to ensure accurate and timely support and problem resolution to our internal customers

- Effective utilization of resources to resolve problems on a daily basis

- Effective deployment and management of enterprise resources, including equipment standards and purchases

- Deliver excellent support, both technical and non-technical with outstanding customer service and end user satisfaction in a timely manner

- Create and maintain all technical documentation supporting the helpdesk team along with developing training materials for the IT teams

- Continually evaluate helpdesk performance, needs of the field and manage resources/scheduling appropriately to continue to adapt to the growth of the business.

- Maintain relationships with internal business partners

- Manage the new hire setup process to include new computer provisioning, telephone and voice mail setups along with the orientation off all new employees

- Manage departmental planning and budget

Required Experience

- 7+ years experience in Help Desk IT management in mid to large technology organizations

- Undergraduate degree in business, engineering, computer science or related field

- Strong knowledge and experience of software and hardware systems

- Very strong analytical and problem solving skills

- Experience in managing Microsoft EA licensing

- Strong verbal, written and presentation communication skills; ability to communicate complex technical concepts to non-technical resources

- Strong experience in issue tracking

- Must be self managed, highly motivated and have a strong drive for results.

- Exposure to project planning, timeline management, and implementation execution.

- Exposure to building collaborative relationships across functional areas.