Global Helpdesk Manager

Point72

107d • $155,000 - $250,000

About The Position

As Point72 reimagines the future of investing, our Technology group is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts experimenting, discovering new ways to harness the power of open-source solutions, and embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our products while satisfying your own intellectual curiosity.

Requirements

• Bachelor’s degree in information technology, computer science, or a related field.
• 7+ years of experience in IT support roles, with at least 3 years in a leadership or managerial capacity.
• Experience managing helpdesk ticketing systems (e.g., ServiceNow, Jira, Zendesk) and reporting tools.
• Strong technical knowledge of IT systems, including Windows, macOS, Active Directory, Office 365, and remote support tools.
• Experience managing a call center for an enterprise environment, and with modern call center technology.
• Experience working in a financial or asset management firm, with an understanding of the unique IT demands of the industry.
• Ability to use data and analytics to drive service improvements and enhance user satisfaction.
• Exceptional leadership, communication, and interpersonal skills, with the ability to manage and motivate a diverse team.
• Strong problem-solving skills and the ability to work effectively in a fast-paced, high-pressure environment.
• Commitment to the highest ethical standards.

Responsibilities

• Lead, mentor, and develop a team of help desk professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Define team goals, key performance indicators (KPIs), and service level agreements (SLAs) to ensure high-quality support delivery.
• Manage staffing levels and schedules to ensure adequate coverage for global help desk needs.
• Oversee day-to-day help desk operations, ensuring timely resolution of incidents, service requests, and escalations.
• Act as the primary escalation point for complex or high-priority issues, ensuring swift resolution and communication with stakeholders.
• Collaborate with other IT teams to address recurring issues, implement long-term solutions, and improve overall system reliability.
• Leverage data and analytics to monitor help desk performance, identify trends, and drive continuous improvement initiatives.
• Generate and analyze reports on ticket volumes, resolution times, user satisfaction, and other key metrics to assess team performance.
• Evaluate and implement help desk tools and technologies to improve efficiency, automation, and user experience.
• Ensure the help desk ticketing system is effectively utilized, maintained, and integrated with other IT systems.
• Build strong relationships with business units, ensuring help desk support aligns with their needs and expectations.
• Communicate regularly with senior leadership on help desk performance, challenges, and improvement initiatives.

Benefits

• Fully paid health care benefits
• Generous parental and family leave policies
• Volunteer opportunities
• Support for employee-led affinity groups representing women, people of color and the LGBT+ community
• Mental and physical wellness programs
• Tuition assistance
• A 401(k) savings program with an employer match and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees