End User Services Americas Manager
Core
Lead regional End User Services operations (Trade Floor Support, Technical Support, Client Deployment) for a global alternative investment firm, ensuring high-quality technical support and trade floor services.
Role type
Senior IC manager (End User Services)
Builds
Flexible, scalable platforms and advanced proprietary systems supporting the firm's active, multi-manager model
Domain
Financial services / Hedge fund / IT Operations
Required skills
Regional operating model leadership, distributed team management, senior escalation handling, global IT strategy alignment, resource allocation, service management disciplines, executive communication, process automation, AI-enabled tools, workforce planning
Preferred skills
Linux desktop support, financial technology environment experience
Technologies
ServiceNow, Microsoft Windows, Microsoft 365, Bloomberg, Citrix Workspace, VMware vCenter, vSphere, Microsoft Intune
Responsibilities
Lead regional End User Services operating model across Trade Floor Support, Technical Support, and Client Deployment; Translate global IT strategy into regional priorities and operating plans; Oversee high-quality end-user support and optimize workflows; Build strong relationships with executives and trading staff; Act as primary senior escalation point for major incidents; Coordinate with global leaders to align standards and incident response; Own ServiceNow workflows, KPI dashboards, SLA/OLA tracking, and trend analysis; Drive operational optimization through automation and self-service.
Seniority
Senior, hands-on IC