IT Service Desk Manager, US - Denver, United States - Janus Henderson Investors
Description
Why work for us?A career at Janus Henderson is more than a job, it's about investing in a brighter future together .
Our Mission at Janus Henderson is to help clients define and achieve superior financial outcomes through differentiated insights, disciplined investments, and world-class service.
We will do this by protecting and growing our core business, amplifying our strengths and diversifying where we have the right.
Our Values are key to driving our success, and are at the heart of everything we do:Clients Come First - Always | Execution Supersedes Intention | Together We Win | Diversity Improves Results | Truth Builds Trust
If our mission, values, and purpose align with your own, we would love to hear from you
Your opportunity
Manage a team of service desk specialists, including recruitment, training, performance evaluation and professional development
Enhance end-user satisfaction by identifying and implementing process improvements to optimize ticket management and the performance of IT and Service Desk teams
Act as the primary point of contact for escalated issues and complex technical problems, providing guidance to team to track and resolve open issues while also documenting solutions to facilitate future troubleshooting efforts
Demonstrate strong IT Project Management skills, ensuring timely and successful project execution while also managing day-to-day operations
Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization utilizing tools such as; ServiceNow and PowerBi
Implement and enforce service desk policies, standards, and best practices to maintain a high level of customer satisfaction
Thrive in a "hands-on" environment, actively participating in day-to-day technical support activities with the service desk team and service desk customers
Conduct regular team meetings, performance reviews, and training sessions to foster a collaborative and high-performing culture
Implement, manage and govern Asset Management strategies and process to ensure adequate accounting of hardware assets
Participate as a Major Incident Manager on-call duty process (MIM) for P1 / P2 incidents
Carry out other duties as assigned
What to expect when you join our firm
Hybrid working and reasonable accommodations
Excellent benefits, including medical, dental, vision, life, and disability coverage
Generous Holiday policies
Paid volunteer time to step away from your desk and into the community
Support to grow through professional development courses, tuition/qualification reimbursement and more
All-inclusive approach to Diversity, Equity and Inclusion
Maternal/paternal leave benefits and family services
Complimentary subscription to Headspace – the mindfulness app
Enjoy office wide engagement activities, team events, happy hours and more
Must have skills
2-4 years previous leadership experience in technical support environment leading technical teams required
Well-developed problem solving and critical thinking skills, with the ability to think creatively and thrive in a fast-paced environment
Strong verbal, written and interpersonal communications skills, with ability to communicate with all levels of end users including executives with clear and concise language and sense of urgency when necessary
Demonstrable ability to coach/mentor and lead service desk team members to increase knowledge, day to day operational efficiencies
Demonstrable understanding of Microsoft technologies including Windows OS desktop environment, Microsoft O365 application suite and Infrastructure technologies (Networking, Servers etc)
Ability to work independently as well as a good team player
Good interpersonal skills for leading staff, dealing with staffing issues and working with employees at all levels within the company
Excellent time management and planning skills – handling personal and team workload effectively, setting realistic and achievable targets and delivering those targets
Highly motivated and proactive with a passion for technology and technical detail with a can-do attitude. Act with urgency as appropriate
Willingness to show initiative and to seek and achieve improvements to processes and technology
Nice to have skills
ITIL Certification
ServiceNow experience
Contact Center SaaS applications such as Five9's
Service Management
Investment firm knowledge
Knowledge of Apple IOS products
Supervisory responsibilities
Yes
Potential for growth
Mentoring
Leadership development programs
Regular training
Career development services
Continuing education courses
You will be expected to understand the regulatory obligations of the firm, and abide by the regulated entity requirements and JHI policies applicable for your role.
Don't worry if you don't think you tick every box, we still want to hear from you We understand everyone has different commitments and while we can't accommodate every flexible working request we're happy to be asked about work flexibility and our hybrid working environment.
If you need any reasonable accommodations during our recruitment process, please get in touch and let us know at .
Compensation informationThe base salary range for this position is $130,000 - $140,000. This range is estimated for this role. Actual pay may be different. This position will remain posted through May 3rd, 2024
#LI-BM1, #LI-Hybrid
Annual Bonus Opportunity:
Position is eligible to receive an annual discretionary bonus award from the profit pool. The profit pool is funded based on Company profits. Individual bonuses are determined based on Company, department, team and individual performance.
Benefits:
Janus Henderson is committed to offering a comprehensive total rewards package to eligible employees that includes; competitive compensation, pension/retirement plans, and various health, wellbeing and lifestyle benefits.
To learn more about our offerings please visit the Why Join Us section on the career page here ) .Janus Henderson Investors is an equal opportunity / Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Janus Henderson (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses where not supported by an employee's job functions (as determined by Janus Henderson at its sole discretion).
You should be willing to adhere to the provisions of our Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities.
You will be expected to understand the regulatory obligations of the firm, and abide by the regulated entity requirements and JHI policies applicable for your role.