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Global Head of IT Service Desk

2 months ago

Remote, United States SS&C Technologies Holdings Full time
Job Description

Global Head of IT Service Desk

 

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to the Fortune 1000 list as a top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Get to Know the Team: 

As the Global Head of IT Service Desk, you will lead a global team dedicated to ensuring exceptional IT support for all internal employees, across regions, while aligning with the strategic objectives of the business. You will collaborate with IT and business leaders to enhance service desk operations, optimize end-user experiences, and ensure timely issue resolution. In this role, you will be at the forefront of delivering efficient IT solutions within a fast-paced, multinational financial services environment.

Why You Will Love It Here 

• Global Impact: Influence technology decisions and support global financial institutions. 

• Networking Opportunities: Collaborate with industry leaders and build a powerful professional network. 

• Career Development: 401k Matching Program, Professional Development Reimbursement 

• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays 

• Health Benefits: Medical, Dental, Vision, Employee Assistance Program, Parental Leave 

• Diversity & Inclusion: A welcoming, inclusive environment where diversity is celebrated. 

• Training: Hands-on, team-customized learning programs through SS&C University 

• Perks: Discounts on fitness clubs, travel, and more

What You Will Get to Do: 

• Lead the global IT service desk operations, ensuring the delivery of high-quality technical support services to end-users across multiple regions. 

• Oversee installation, configuration, troubleshooting, and maintenance of desktop systems, workstations, servers, and network issues in a heterogeneous environment. 

• Communicate complex technical issues effectively to both technical and non-technical stakeholders, ensuring clarity and understanding. 

• Collaborate with cross-functional teams to implement new technologies and upgrades that support business operations and enhance IT service capabilities. 

• Develop and maintain IT service desk strategies that align with business goals, fostering continuous improvement and operational efficiency. 

• Serve as the escalation point for critical issues, providing leadership in problem resolution and maintaining service-level agreements (SLAs). 

• Maintain accurate records of system configurations, support processes, and incident resolution in line with IT security policies and compliance standards. 

• Implement training programs designed to upskill IT service desk personnel and educate employees on new or specialized IT applications. 

• Contribute to IT infrastructure projects by providing insight into desktop and network systems requirements. 

• Drive automation initiatives to streamline workflows across channels, ensuring seamless and consistent support across various user touchpoints.

What You Will Bring: 

• Bachelor’s degree and 10+ years of related IT support experience, or high school diploma and 12+ years of IT-related experience. 

• Proven experience leading global IT service desk operations within a multinational organization, preferably in financial services. 

• In-depth knowledge of network infrastructure, desktop systems, and IT service management frameworks such as ITIL. 

• Strong leadership skills with experience in mentoring and developing high-performing teams. 

• Exceptional communication skills, with the ability to simplify complex technical concepts for diverse audiences. 

• Proficiency in managing service-level agreements and fostering partnerships with internal and external stakeholders. 

• A track record of driving operational excellence through process improvements and the integration of emerging technologies.

Join SS&C and be part of a team that’s transforming the IT landscape of financial services