Trade Floor Support Manager

1 month ago

Doral, United States Millennium Management Full time

Trade Floor Support Manager The Trade Floor Support Manager is responsible for managing an experienced team of support engineers while providing quality support services to all Trading and Core Staff. This is a hands-on role requiring the ability to handle various problems with expertise and exceptional judgment. Principal Responsibilities Manage an experienced team of tech support engineers. Business analysis of call and ticket statistics and trending issues Identify opportunities for automation and operational streamlining and drive evolution of the service Ensure high-quality white glove support to all end-users in a courteous professional manner. Triage and manage issues that require engagement from multiple teams and provide transparency to senior management for major issues and potential escalations. Strong analytical and problem-solving skills with the ability to work independently. Gain an understanding of the business units and their needs. Manage the delivery of critical technology projects for the end user community. Ensure process is followed and key metrics evaluated as part of the teams’ performance. Enforce management-defined ticket hygiene and SLAs Participation in outage bridges when systems/users are impacted Assist with escalations/outages outside core business hours Demonstrate an ability and interest in having a hands-on approach to the Desktop Support function Qualifications/Skills Required Previous experience working in financial industry (preferably hedge fund or large financial technology department); knowledge of how Equities, Commodities, Futures, FX, and Fixed Income products trade 10+ years of experience working in an enterprise level support team with at least 3 years of experience managing a team of at least 5 individuals. Ability to direct activities of peers and others not reporting directly to the person Comprehensive knowledge of Windows based desktops and the key applications – Outlook, MS Office, etc... Broad understanding of mobile technology. Strong communication and organizational skills; ability to express strong views while still working in a team environment. Ability to build and maintain relationships with business department heads, and communicate and interact with senior management at the business level. Must demonstrate an ability and interest in having a hands-on approach to customer service. Quick learner, Detail oriented; Demonstrable thoroughness and strong ownership of work. Good team player with a strong willingness to participate and help others. Able to prioritize in a fast moving, high pressure, constantly changing environment; High sense of urgency Extensive experience with CMDB (ServiceNow preferred), Change Management, Incident Management and Quality Metric development and operation. Able to handle situations that may have ambiguity.

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