Team Lead, Service Desk Operations

HedgeServ is a leading global fund administrator with more than $450 billion in assets under administration across all investment vehicles including Hedge Funds, Private Equity Funds, UCITS, Hybrid Credit Managers, Funds of Funds and Managed Account Platforms. We optimize our clients’ experience using unique proprietary technology coupled with robotic process automation, intuitive digital programs powered by machine learning, and enhanced by an extensive proprietary transaction data set. HedgeServ’s entrepreneurial and innovative spirit cultivates a productive and agile environment enabling its team to anticipate clients’ needs and consistently deliver solutions in real time. Led by the most experienced team of industry experts, HedgeServ with 1,500+ professionals around the globe expertly provides customizable solutions for their clients’ risk, portfolio management, middle office, investor relations, accounting, regulatory, compliance, and tax services. Since its inception in 2008, HedgeServ has received numerous accolades, including Top Overall Administrator and #1 rankings for Fund Accounting, Reporting & Reporting Technology, Client Service, Investor Services, Alternative Fund Expertise, and Regulatory Expertise.

HedgeServ is a progressive company with continuously evolving ways of working to ensure a future-focused mindset. Our employees benefit from a robust career development framework and clear learning paths which outline career trajectory, training and progression plans. HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. HedgeServ was recognized as a Next Gen employer by RippleMatch on its list of 100 top workplaces for Generation Z for 2022. HedgeServ operates 13 offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, Philippines and Australia.

• Provide guidance and direction to Service Desk team responsible for internal customer facing technology services in client computing, Tier I support, incident and request management, and productivity technology
• Endeavor to improve the daily experience of our end users through technology and workflow improvements
• Perform audits of calls/chats/incidents for each Service Desk agent
• In collaboration with Supervisors and Service Desk Manager, conduct audit review sessions 
• Monitor and assess operational performance compared to the demand
• Communicate high-priority incident escalations, incident/change summaries, and facilitate post resolution activities, including root cause analysis and long-term system solutions analysis
• Arrange for onsite technical support where problems cannot be resolved remotely
• Serve as a technical and process escalation point within each team shift
• Address Alert tickets assigned to the Service Desk team with urgency.  IT has defined SLAs in place with the Business to provide complete resolution to all Alerts.  These alerts include but are not limited to:
  • Service availability
  • Core Application Service Unresponsive
  • Disk capacity
  • High memory utilization
  • High CPU utilization
  • Application availability
  • Cluster issues
  • Server/VM outages or reboots
• Promptly respond to and resolve Issues raised in Production Support Chat Rooms.  That may require direct, level 1 troubleshooting, or the routing of incidents to specialty support teams.  Issues reported in Production Support Chat Rooms include but are not limited to:
  • Environmental performance (i.e. slowness)
  • Environmental outages
  • High priority user session slowness or unresponsiveness
  • Missed business deliverables due to unknown technical issue(s)
• Responsible for incident and service request tickets assigned to the Service Desk team.  Incident tickets may include but are not limited to:
  • Configuration changes related to issue troubleshooting
  • Core service / server restarts
  • User account problems - password reset, unlock, group membership
  • Changes to python service container counts
  • Requests to investigate isolated user connectivity problems
• Responsible for Operational tasks in Production and non-Production environments.  Including but not limited to:
  • Environment Stability and troubleshooting – analyze application logs, analyze system logs, make recommendations for remediation
  • Environment Performance and troubleshooting – analyze performance dashboard data, analyze process specific resource utilization using process monitor tools, analyze application logs, analyze system logs, make recommendations for remediation
• Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance and repairs.
• Assist with training for new and existing users regarding existing and new technologies
• Basic troubleshooting of network and voice infrastructure.
• Identify and appropriately use defined escalation processes for requests that require further technical investigation or the interaction of other IT Teams.
• Support the creation of standard operating procedures (SOP) to promote consistency across the various layers of services offered

Qualifications

• Excellent verbal and written communication skills. 
• Bachelor's Degree in Computer Science or related field
• Minimum of 5 years of hands on work experience supporting Windows and Apple operating environments / working in Service Desk support
• Must have a minimum of 2 years supervisor/team lead experience
• Experience with Office 365 suite
• Proficiency in dealing with a variety of computer systems/applications required
• Ability to work in dynamic changing organization and be able to adjust as business requirements change. 
• Upbeat, positive attitude.  We are always looking to improve.
• Self-starter, resolution-minded, outside the box thinker and doer.  Must be able to make recommendations and not wait for others.  Must be able to get involved with tasks and assist others without being told to do so.
• Desired traits: inquisitive, engaged, thorough, conscientious, ownership
• Detail-oriented and able to manage multiple priorities
• Ability to work well in a team environment
• Strong diagnostic, problem solving and communication skills

Experience

The right candidate is expected to have some experience or exposure to one or more of the following technologies:

• Windows 7, 8 and 10 support
• Windows Server 2012 and 2016 OS
• Active Directory
• Microsoft Office support
• Ticketing Systems
• ITIL framework
• Manage Engine SDP, Desktop Central, Applications Manager
• Elastic (ELK stack for system monitoring)