Weiss Asset Management (WAM), a Boston-based investment firm, is seeking a dynamic End User Support Manager to join our growing Technology team. This role will report to the Head of Technology and will work to help shape the team’s future by refining and implementing strategies to enhance end user satisfaction, driving the evolution of policies and procedures to streamline progress, and creating a culture of continuous improvement. The ideal candidate will be hands-on, process oriented, and technically skilled.

8+ years of experience in IT and/or Helpdesk is required, prior experience in financial services is preferred but not required.

Responsibilities:

• Enhance end-user satisfaction by identifying and implementing process improvements to optimize the performance of IT and Helpdesk teams.

• Manage day-to-day operations, providing guidance to Helpdesk engineers to ensure high quality support, communication, and interactions with end-users.

• Track and resolve open issues, while documenting solutions to facilitate future troubleshooting efforts.

• Transform employee workflows and technology utilization by introducing innovative tools and practices to enhance efficiency.

• Develop and maintain comprehensive training materials and documentation to promote team and user self-sufficiency.

• Oversee and optimize key firm processes, including employee onboarding and offboarding procedures.

• Recruit and train end-user support analysts to ensure a skilled and efficient support team. 

Technical Qualifications:

• Process Driven: Skilled in automating routine tasks and optimizing workflows to increase efficiency and reduce manual workloads using well defined methodologies such as Agile and Scrum.

• Training and Development: Experience in developing and delivering training programs and materials to upskill the helpdesk team and educate end-users, enhancing the overall technology competence within the organization.

• Innovation and Continuous Improvement: A track record of identifying and implementing innovative solutions and improvements to IT services, driven by a thorough understanding of emerging technologies and industry best practices.

• Helpdesk and IT Service Management (ITSM) Tools: Experience with tools such as Jira, Confluence, or other ticketing systems to manage workflows, documentation, and service requests efficiently.

• Proficiency in Microsoft Ecosystem: Expert knowledge of Microsoft technologies, including Windows, Office 365, Active Directory, Entra, Teams, Intune for device management, and Defender for endpoint security. This includes the ability to deploy, manage, and troubleshoot these applications in a hybrid or cloud environment.

• Hardware and Software Troubleshooting: Ability to diagnose and resolve issues with various hardware devices (PCs, laptops, mobile devices) and software applications, including upgrades and configurations to improve performance and user satisfaction.

About the Company:

For 31 years, Weiss Asset Management has developed proprietary value-based investment strategies designed to deliver high risk-adjusted returns to our investors, who include charitable foundations, pension plans, endowments, hospitals, government entities and private investors. We manage approximately $3.1 billion across hedge funds and institutional accounts. We work collaboratively to solve problems, and to identify undervalued assets through deep fundamental research, statistical analysis and an analytically rigorous approach to decision making. Above all else, we value integrity, uncompromising rationality, creativity and entrepreneurship, and continuous learning and improvement.

Our team of around 100 individuals is the engine of our success and we welcome truly exceptional candidates from all backgrounds.

WAM is a fit for you if:

• You enjoy a collaborative environment, where decisions are made in diverse teams. At WAM, all employees can expect to work directly with members of other departments representing a range of backgrounds.

• You work well in a flat structure and are comfortable voicing dissenting opinion. Talent and work ethic will dictate what you can achieve at WAM, as evidenced by the fact that our president and the majority of our managing directors began their careers here as interns.

• You are driven to constantly learn, improve, and make rational decisions based in fact and data, and you welcome receiving feedback as well as sharing knowledge with others.

• You prioritize acting ethically in all situations.

WAM is an equal opportunity employer. Women, minorities, people with disabilities, and veterans are encouraged to apply.