Help Desk Team Lead

We are looking for someone to join our infrastructure team as a Help Desk Team Lead. This individual will be involved in all management aspects of client support, hardware/software maintenance, troubleshooting, upgrades and ticket management and will have an excellent attitude to customer service. 

RESPONSIBILITIES:

• Manage and mentor a team of Technical Support Professionals 
• Improve customer service quality and efficiency results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes in collaboration with other managers 
• Manage escalated tickets and mediate client relations by collaborating with internal teams  
• Analyze and present future technology trends that may benefit the department and the company’s growth 
• Provide weekly reports, dashboards and trends to senior leadership  
• Work in team environments that span functional and geographic boundaries  
• Perform basic administrative tasks including creating and managing accounts within a Microsoft Active Directory environment 
• Manage the investment team stack including market data and trading applications 
• Respond to employee issues via email, Teams, in person or direct call 
• Document/Manage issues in our ServiceNow ticketing system 
• Escalate issues as appropriate in a timely manner to engineering  

DESIRABLE CANDIDATES:

• At least 5 years’ experience working for an investment company 
• Proven experience as an IT Help Desk Supervisor or in a similar leadership role 
• Experience working with and supporting a trading environment 
• Experience supporting users globally  
• Full knowledge of Microsoft 365 platform including Teams and SharePoint 
• Experience with video conferencing technology 
• Handle onboarding and offboarding responsibilities in coordination with HR 
• Assist users with remote access setup and troubleshooting using Citrix and Remote Desktop/VPN technology 
• Management of mobile device software for iOS and Android using Microsoft Intune 
• Experience providing white glove support for senior management 
• Strong expertise in IT Service Management principles and practices, with a focus on incident and asset management 
• Hands-on experience with ServiceNow, including customization 
• Excellent communication and interpersonal skills with the ability to work collaboratively across departments 
• Solid understanding of ITIL framework and its application in a support environment 

Capstone is committed to creating an inclusive environment where we welcome people of different backgrounds. Capstone considers applications for employment without regard to all applicable protected characteristics, including race, color, religion, ethnicity, national origin, gender, sexual orientation, gender identity or expression, age, parental status, veteran status, or disability status.

BASE SALARY RANGE

$120,000 - $165,000 USD (depending on years of experience)