IT Service Desk Manager, US
Company: Janus Henderson Investors
Location: Denver
Posted on: April 26, 2024
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Job 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
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.
At Janus Henderson Investors we're committed to an inclusive and
supportive environment. We believe diversity improves results and
we welcome applications from all backgrounds. 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 recruiter@janushenderson.com
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Compensation information
The 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 (https://www.janushenderson.com/careers/) .
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. Applicants' past
political contributions or activity may impact applicants'
eligibility for this position.
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.
Keywords: Janus Henderson Investors, Colorado Springs , IT Service Desk Manager, US, IT / Software / Systems , Denver, Colorado
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