Help Desk Manager, Customer Service, Internal Customer Success, Technology Systems and Applications, Process Improvements, Policies, Procedures, Support Processes, Team Management, Technology, Projects, Operations, Financial Services
On-site role – due to the nature of the position, this role requires 5 days per week on site in the mid-town New York office
My client, a highly reputable New York based Financial Services organization, is looking to hire a Head of Customer Service/Help Desk Manager. This role represents a tremendous opportunity to take full ownership of all internal support and project assistance across the entire organization and work with VIP stakeholders across multiple functions. You must be someone who thrives on mentoring early career professionals and can act as the operational bridge between technical teams, operations, business and project divisions. This is a relatively small business (circa 300 staff), so you have the chance to be highly visible and make your mark across the entire company.
This position will suit someone with a background in company-wide Customer Service and Technology Support Team Leadership.
Responsibilities:
In this role, you will be responsible for supervising a team of Help Desk associates, ensuring timely handling of incidents, project assistance, operations assistance etc etc.
Core responsibilities will include: mentoring and developing Help Desk team members, tracking KPIs (e.g. response times, resolution rates, user satisfaction), working closely with cross-functional teams (Technology, Product, Front to Back Office, Ops etc) to resolve issues and implement new tools, process improvement ownership, problem solving at all levels, maintaining and improving IT Support workflows, fostering a fantastic team environment, overseeing on-boarding and off-boarding and managing team schedules.
Desired Skills:
· Detailed experience in a Customer Service Leadership role, with a proven background in a leadership/management capacity, preferably within boutique Financial Services organizations or similar
· Proven track record of working in dynamic, constantly evolving environments
· Fundamental knowledge of computer systems, networks and software applications (Windows, Microsoft 365, VPNs, Salesforce etc)
· Detailed knowledge of help desk tools and ticketing systems (e.g. ServiceNow, Jira, Freshservice)
· Live and breathe Customer Service – for all internal stakeholders at all levels
· Detailed leadership skills – mentoring and performance management of Help Desk and early career professionals
· Proven ability to act as the Customer Service bridge across all departments, resolving issues that are operational, project, technical, or policy and procedure based and providing process improvement capabilities
· ITIL certification highly regarded
· Exceptional communication and stakeholder management skills