Atlantic Partners Corporation
Atlantic Partners Corporation provided pay range
This range is provided by Atlantic Partners Corporation. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$200,000.00/yr - $225,000.00/yr Additional compensation types
Annual Bonus Direct message the job poster from Atlantic Partners Corporation Director at Atlantic Partners Corporation
Position Summary Must have Financial Service/Investment Management Help Desk Management experience. All new environment . They will be building out a new environment with new offices and implementing AI agents Global Asset management firm is seeking a Head of Service Desk and User Experience. This high-visibility role will set the strategy for a best-in-class global service desk that provides tiered support to internal employees, including senior staff and VIP users. This position is located in our New York office. Responsibilities Key Responsibilities Setting, managing, and refining best practices for: Technical Troubleshooting & Resolution: Diagnose and resolve hardware, software, and network issues escalated from Tiers 1 & 2.. Provide advanced troubleshooting for applications and custom systems. Ensure resolution of issues related to desktop, mobile, VPN, and remote access. Clearly defined escalation paths and procedures from Tier 1 through Tier 4,ensuring smooth handoff and timely follow-up. Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues. Incident & Problem Management: Configure ITSM tools (e.g., ServiceNow) to ensure adherence to SLAs. Conduct root cause analysis for recurring issues and recommend permanent solutions. User Access & Security: Work across teams to define and implement auto provisioning/deprovisioning for user accounts, permissions, and access requests across various systems. Automate password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning. Application & System Support: Define and manage tiered support for SaaS applications Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements. Knowledge Base & Documentation: Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge base. Provide feedback and recommendations to improve existing documentation and training materials. Customer Service & Communication: Deliver high-quality customer service, maintaining professionalism and clear communication throughout interactions. Provide status updates to users and internal stakeholders regarding incident progress and resolution times. Performance Driven Team: Define and implement a data driven model for measuring team productivity and end user satisfaction. User Experience Act as the voice of the user within the product teams, ensuring that product development decisions are guided by user feedback and grounded in UX research and testing Implement UX methodologies to effectively create, deliver and govern design for a consistent user experience. Introduce new insights that increase team efficiency and add value. Build wireframes, site maps, user journeys; detailing work including annotations, prototypes, functional specifications. Ensure designs adhere to usability best practices, focusing on clarity, ease of use, and accessibility standards Stay ahead of design trends and innovations, regularly bringing new ideas and approaches to the team Qualifications Preferred Qualifications Comfort working in a fast-paced, high-pressure environment with shifting priorities Precision in handling escalations, documenting solutions, and following procedures Analytical mindset to problem-solve and analyze processes and procedures for improvements Ability to trouble-shoot complex issues and take preemptive action Demonstrated ability and experience in applying new ideas and approaches by staying ahead of design trends and innovations Basic Qualifications 10+ years’ experience working in IT Service Desk and User Experience positions Strong communication skills with a focus on providing exceptional customer service Experience with SaaS, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning Ability to work effectively with global teams and cross-functional departments Bachelor’s degree or commensurate experience Salary Range Annual base salary between $202,500.00-$225,000.00 Seniority level
Seniority level Director Employment type
Employment type Full-time Job function
Job function Information Technology Industries Investment Management and Investment Banking Referrals increase your chances of interviewing at Atlantic Partners Corporation by 2x Sign in to set job alerts for “Service Desk Manager” roles.
Information Technology Service Desk Manager
New York, NY $125,000.00-$135,000.00 5 days ago Sr Manager, IT Support Center Operations (NY / DC area only)
New York City Metropolitan Area $150,000.00-$200,000.00 6 days ago New York City Metropolitan Area $90,000.00-$125,000.00 1 week ago New York City Metropolitan Area 4 weeks ago New York, NY $85,000.00-$115,000.00 1 week ago New York, NY $70,000.00-$74,000.00 1 day ago New York, NY $100,000.00-$115,000.00 3 weeks ago Fairfield, NJ $70,000.00-$70,000.00 1 month ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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This range is provided by Atlantic Partners Corporation. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$200,000.00/yr - $225,000.00/yr Additional compensation types
Annual Bonus Direct message the job poster from Atlantic Partners Corporation Director at Atlantic Partners Corporation
Position Summary Must have Financial Service/Investment Management Help Desk Management experience. All new environment . They will be building out a new environment with new offices and implementing AI agents Global Asset management firm is seeking a Head of Service Desk and User Experience. This high-visibility role will set the strategy for a best-in-class global service desk that provides tiered support to internal employees, including senior staff and VIP users. This position is located in our New York office. Responsibilities Key Responsibilities Setting, managing, and refining best practices for: Technical Troubleshooting & Resolution: Diagnose and resolve hardware, software, and network issues escalated from Tiers 1 & 2.. Provide advanced troubleshooting for applications and custom systems. Ensure resolution of issues related to desktop, mobile, VPN, and remote access. Clearly defined escalation paths and procedures from Tier 1 through Tier 4,ensuring smooth handoff and timely follow-up. Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues. Incident & Problem Management: Configure ITSM tools (e.g., ServiceNow) to ensure adherence to SLAs. Conduct root cause analysis for recurring issues and recommend permanent solutions. User Access & Security: Work across teams to define and implement auto provisioning/deprovisioning for user accounts, permissions, and access requests across various systems. Automate password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning. Application & System Support: Define and manage tiered support for SaaS applications Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements. Knowledge Base & Documentation: Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge base. Provide feedback and recommendations to improve existing documentation and training materials. Customer Service & Communication: Deliver high-quality customer service, maintaining professionalism and clear communication throughout interactions. Provide status updates to users and internal stakeholders regarding incident progress and resolution times. Performance Driven Team: Define and implement a data driven model for measuring team productivity and end user satisfaction. User Experience Act as the voice of the user within the product teams, ensuring that product development decisions are guided by user feedback and grounded in UX research and testing Implement UX methodologies to effectively create, deliver and govern design for a consistent user experience. Introduce new insights that increase team efficiency and add value. Build wireframes, site maps, user journeys; detailing work including annotations, prototypes, functional specifications. Ensure designs adhere to usability best practices, focusing on clarity, ease of use, and accessibility standards Stay ahead of design trends and innovations, regularly bringing new ideas and approaches to the team Qualifications Preferred Qualifications Comfort working in a fast-paced, high-pressure environment with shifting priorities Precision in handling escalations, documenting solutions, and following procedures Analytical mindset to problem-solve and analyze processes and procedures for improvements Ability to trouble-shoot complex issues and take preemptive action Demonstrated ability and experience in applying new ideas and approaches by staying ahead of design trends and innovations Basic Qualifications 10+ years’ experience working in IT Service Desk and User Experience positions Strong communication skills with a focus on providing exceptional customer service Experience with SaaS, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning Ability to work effectively with global teams and cross-functional departments Bachelor’s degree or commensurate experience Salary Range Annual base salary between $202,500.00-$225,000.00 Seniority level
Seniority level Director Employment type
Employment type Full-time Job function
Job function Information Technology Industries Investment Management and Investment Banking Referrals increase your chances of interviewing at Atlantic Partners Corporation by 2x Sign in to set job alerts for “Service Desk Manager” roles.
Information Technology Service Desk Manager
New York, NY $125,000.00-$135,000.00 5 days ago Sr Manager, IT Support Center Operations (NY / DC area only)
New York City Metropolitan Area $150,000.00-$200,000.00 6 days ago New York City Metropolitan Area $90,000.00-$125,000.00 1 week ago New York City Metropolitan Area 4 weeks ago New York, NY $85,000.00-$115,000.00 1 week ago New York, NY $70,000.00-$74,000.00 1 day ago New York, NY $100,000.00-$115,000.00 3 weeks ago Fairfield, NJ $70,000.00-$70,000.00 1 month ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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