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Full-Time

Help Desk Team Lead

Posted on 5/1/2024

Capstone Investment Advisors

Capstone Investment Advisors

201-500 employees

Global derivatives, volatility investment management

Venture Capital

Senior

New York, NY, USA

Category
IT & Security
Required Skills
Communications
Management
Customer Service
Android Development
Requirements
  • 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
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
Capstone Investment Advisors

Capstone Investment Advisors

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Capstone is a global, alternative investment management firm specializing in derivatives-based strategies and volatility, leveraging advanced technology to anticipate and harness the complexities of world markets.

Company Stage

N/A

Total Funding

N/A

Headquarters

New York, New York

Founded

2004

Growth & Insights
Headcount

6 month growth

4%

1 year growth

12%

2 year growth

21%
INACTIVE