Team Lead, Service Desk Operations

At HedgeServ, we're redefining what's possible in fund administration. With more than $700 billion in assets under administration, we partner with the world's most forward-thinking investment managers – across private equity, private credit, endowments, hedge funds and more – to deliver seamless, tech-enabled solutions that drive performance.

Our proprietary platform, enhanced by machine learning and robotic process automation, gives clients real-time insights and unmatched control over their operations. Alongside our technology, we offer award-winning service through our team-based approach -- led by a deeply experienced team of industry experts. Our solutions span the full investment lifecycle, including fund accounting, middle office, risk, compliance, tax, and investor services.

We're a future-focused company, empowering our people through a robust career development framework, clear career trajectories with structured learning paths, training, and progression plans. We invest in leadership development and in our collaborative culture, creating space for talent to grow. Our corporate values – Relationships, Support, Innovation, and Expertise – create a sense of shared purpose and belonging, and we recognize our employees sit at the core of our success. We continue to innovate and evolve through our employees, working together to achieve our shared vision and mission.

HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. We've been recognized as an employer of choice, earning a top 100 workplaces designation.

Founded in 2008, HedgeServ has grown into a global organization with over 2,000 experts across the globe, with offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, the Philippines, and Australia. We've earned numerous accolades, including Top Overall Administrator, along with #1 rankings for providing alternative asset services in Accounting, Technology, Client Service, Investor Services, Alternative Fund Expertise, Reporting, and Regulatory Expertise.

• 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)