Full-Time

Associate Vice President

Service Desk Manager

Confirmed live in the last 24 hours

Ares Management

Ares Management

1,001-5,000 employees

Global alternative investment management firm

Venture Capital
Financial Services
Real Estate

Senior, Expert

London, UK

Responsible for overseeing the Service Desk support team in London and other EMEA locations.

Category
IT Support
IT & Security
Required Skills
ServiceNow
Excel/Numbers/Sheets
Requirements
  • BS/BA in Computer Science, Business Administration or equivalent experience
  • A minimum of 8 years of relevant experience with at least 3 years in a leadership role
  • Experience in the financial services sector and/or alternate asset management experience preferred
  • Experience leading staff in a Service Desk operation
  • Experience with ITIL based ticket tracking systems such as ServiceNow and automatic call distribution systems
  • Intermediate Excel skills; familiarity with formulas and pivot tables
  • Strong management skills, including proven experience of managing and/or collaborating with teams in remote locations to ensure efficiency, effectiveness, and high level of supervisory oversight
Responsibilities
  • Day to day management of Service Desk Analysts, Senior Analysts, consultants
  • Oversee the daily operation of Service Desk functions that include first level phone, email and walk-in support, logging of incidents and requests in the service management system, etc.
  • Ensure the highest level of service delivery for all clients within the firm
  • Accountable for providing leadership, direction, career path opportunities, mentorship and coaching to Service Desk team
  • Ensure that individual and team responsibilities are performed in a timely, consistent, and responsive manner
  • Verify the quality, accuracy and timeliness of responses and actions taken by the Service Desk team
  • Engage business stakeholders to ensure service levels exceed expectations
  • Partner with colleagues to develop metrics / OLA’s / KPI’s to drive operational efficiencies
  • Prioritize workloads and balance conflicting demands, provide delegation on tasks and manage escalations as appropriate
  • Provide guidance and advice on specific tasks and requests
  • Manage weekly staff meetings
  • Provide ongoing performance feedback to team members and monitor trends in individual and team performance
  • Identify training requirements for team and train all team members as part of the onboarding process, and all existing team members on new processes or requirements
  • Identify issues and make recommendations that will improve processes and procedures
  • Assist in strategic initiatives through brainstorming and implementation, etc.
  • Manage vendor accounts and relationships
  • Manage special projects as assigned
  • Partner with management to help refine the overall service strategy for the firm
  • Own the front-line support experience for the EMEA Region
Desired Qualifications
  • HDI Certifications
  • ITIL/ITSM Foundation Certification
  • Six Sigma Green belt (min) Certifications
  • Microsoft Certifications
  • CompTia Certifications (A+/Sec+/Net+)

Ares Management is a global alternative investment manager that offers a variety of investment solutions across different asset classes, such as credit, private equity, real estate, and infrastructure. The company works with a wide range of clients, including institutional investors, corporations, and wealthy individuals, providing them with both primary and secondary investment opportunities. Ares Management's approach focuses on collaboration to generate consistent returns, regardless of market conditions. They provide flexible capital to support businesses and create value for stakeholders and communities. The company earns revenue through management fees, performance fees, and investment income from the funds and investment vehicles it manages.

Company Stage

IPO

Total Funding

$3.2B

Headquarters

Chicago, Illinois

Founded

1997

Simplify Jobs

Simplify's Take

What believers are saying

  • Growing interest in private credit investments boosts Ares' alternative credit solutions.
  • Strategic expansion in logistics and industrial properties enhances Ares' real estate portfolio.
  • Participation in healthcare investments diversifies Ares' investment portfolio.

What critics are saying

  • Departure of key personnel may impact capital raising and investor relations.
  • Exposure to logistics real estate market risks due to recent acquisitions.
  • Increased exposure to European real estate market facing economic uncertainties.

What makes Ares Management unique

  • Ares Management offers diverse investment solutions across credit, private equity, and real estate.
  • The firm provides flexible capital to support businesses and create stakeholder value.
  • Ares Management leverages a collaborative investment approach for consistent returns across market cycles.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

Employee Assistance Program

Commuter Benefits

Mental Health Support

Family Planning Benefits

Fertility Treatment Support

Paid Sick Leave

Paid Holidays

Paid Vacation

New Parent Leave

Emergency Backup Care

Education Sponsorship Program

Matching Gift Program

Wellness Program

Flexible Work Hours

Hybrid Work Options