Company: $160 billion asset management firm
The Operations and Desktop team is responsible for monitoring critical operations tasks / data feeds and for providing all levels of support for our desktop and laptop community. The team consists of approximately 12 technology professionals whose key functions include IT Operations, data feed management and monitoring, Help Desk and application deployment.
Overview:
Reporting to the Head of IT Infrastructure, the Operations & Desktop support manager provides global support and leadership for formulating, evaluating, and implementing desktop related technology solutions, policies, SLAs and initiatives that improve the quality and effectiveness of client’s user community and efficiency of its business operations
Primary Responsibilities:
· Management of L1 / L2 support services which include Service desk, desk side support, IT Operations teams and data feed management
· Work with Investment Systems, Client Systems and Research Systems application development teams and the Quality Assurance team to identify requirements to be translated into Service Level Agreements(SLA)
· Institute and manage teams in meeting business SLAs
· Management of the IT Operations team for 7x24 operations and technical support
· Responsible for enterprise management of desktop systems which includes hardware refresh, security / application patching and virus protection.
· Responsible for support and management of Altiris for desktop application deployment
· Responsible for managing Blackberry / Windows Mobile / Cell phone devices
· Responsible for managing application licensing for global organization
· Responsible for hardware asset management / tracking
· Provide monthly metrics on team’s ability to meet business SLAs
· Oversight of the business continuity planning and disaster recovery implementation and testing for user desktops
· Manage relationships with the technology vendors Microsoft, Dell, CDW, WB Mason etc.
· Work closely with the Facilities group for physical moves, and support of the facilities applications including building access authorization
· Oversight of the IT audit for SAS70 certification as it relates to desktop support function
Mandatory requirements:
· 5+ years experience managing technical teams
· 5+ years experience in customer service role
· 7+ years experience in the financial services industry
· 5+ years experience with offshore vendors
· 5+ years experience supporting Windows OS, financial applications and call center services
Skills:
· Strong technical and management skills extremely important
· Self-directed and motivated
· Strong organizational skills and attention to detail
§ Solid communication skills
Character:
§ High energy, positive attitude, professional and mature
§ Leadership qualitiesAbility to prioritize multiple tasks, set goals and meet deadlines
Please contact Albert Barsoumian with qualified resumes via email at albert@collabstaff.com or via phone at 508-872-7402.
