Octus
Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets.
For more information, visit: https://octus.com/
Working at Octus
Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, pet-friendly offices (US only), and much more.
Role
Reorg's Information Security and Technology Organization is seeking an experienced and dynamic Director of IT to lead our global IT Service Desk and deliver exceptional end-user support. This hands-on role requires a unique blend of technical expertise, leadership acumen, and outstanding communication skills to drive user satisfaction and operational efficiency. The ideal candidate will have a proven track record in IT service management, a passion for providing world-class user support, and the ability to lead and inspire a global team.
Key Responsibilities:
User Experience Excellence:
- Foster a customer-centric culture within the IT Service Desk team, emphasizing empathy, responsiveness, and professionalism in all user interactions.
- Develop and implement service level agreements (SLAs) to ensure timely and effective resolution of user issues.
- Continuously monitor and analyze user feedback, satisfaction metrics, and support trends to identify areas for improvement.
- Proactively engage with users to understand their needs, gather insights, and drive enhancements to the overall IT user experience.
Service Desk Leadership:
- Lead, mentor, and inspire a global IT Service Desk team to deliver exceptional user support across various channels (phone, email, chat, etc.).
- Establish and maintain standard operating procedures, knowledge bases, and self-service resources to empower users and improve efficiency.
- Implement best practices in incident management, problem management, and change management to minimize disruptions and optimize service delivery.
- Foster a culture of continuous learning, knowledge sharing, and professional development within the team.
Stakeholder Communication and Collaboration:
- Serve as the primary point of contact for escalations, ensuring effective communication and timely resolution of complex issues.
- Collaborate closely with cross-functional teams, including IT infrastructure, application support, and information security, to provide seamless end-to-end support.
- Engage with business stakeholders to align IT services with organizational goals and requirements.
- Communicate service performance, improvement initiatives, and user experience insights to senior leadership and key stakeholders.
Operational Excellence:
- Drive the implementation of ITIL best practices and frameworks to enhance service quality and efficiency.
- Continuously monitor and optimize service desk processes, tools, and technologies to improve response times, resolution rates, and user satisfaction.
- Develop and maintain comprehensive documentation, including SOPs, user guides, and FAQs, to ensure consistent and efficient support delivery.
- Manage vendor relationships and service contracts related to end-user support, ensuring optimal performance and value.Hands-on Technical Expertise:
- Maintain a deep understanding of end-user technologies, including desktop and mobile operating systems, productivity software, and collaboration tools.
- Provide hands-on technical support for complex issues and serve as an escalation point for the service desk team.
- Stay current with emerging technologies, industry best practices, and user experience trends to drive continuous improvement.
Requirements:
- Proven experience leading and managing a worldwide high-performing IT Service Desk team
- Exceptional communication, interpersonal, and problem-solving skills
- Strong technical knowledge of end-user technologies, ITIL frameworks, and service management best practices
- Hands-on experience with incident management, problem management, and change management processes
- Ability to analyze data, identify trends, and derive actionable insights to improve user experience
- Customer-centric mindset with a passion for delivering outstanding user support
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
If you are a dynamic and hands-on IT leader with a passion for delivering exceptional user experiences, we'd love to hear from you. Join our team and help us empower our users with world-class IT support and services.
At Octus, we consider a range of factors in connection with compensation decisions, including experience, skills, location, and our business needs and limitations. As a result, compensation may vary within and across similar roles and positions. Please note that the salary range information below is a good faith estimate for this position and actual compensation for any individual may fall outside this range if warranted by the circumstances applicable to that individual. If we identify a role that would be suitable for a broader range of skills and experience such that we would consider hiring at multiple levels then the range listed below may reflect that breadth.
The base salary range estimate for this position is $165,000 - $195,000.
The actual compensation will be at Octus’s sole discretion and will be determined by the aforementioned and other relevant factors.
Equal Employment Opportunity
Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.
What We Do
Founded in 2013, Reorg has fundamentally changed the way financial and legal professionals access complex and opaque business information.
Our unique editorial team combines reporting with financial and legal analysis to provide a holistic view of topical situations and delivers that view in real time through our proprietary platform, which is powered by machine learning and natural language processing applications.
Today, with offices on three continents, Reorg serves 26,000 professionals across the world’s leading hedge funds, asset managers, investment banks, law firms and financial advisors so they can make better business, investment and advisory decisions. Our vision is to be the best-in-class provider of complex and opaque credit information delivered in a clear, actionable way.
Why Work With Us
Reorg hires innovators and trailblazers across the globe to drive our business and our incredible corporate culture alike. Our core values define an organizational ethos that’s as high-performing as it is human. Reorg employees enjoy competitive health benefits, matched 401k and pension plans, and educational reimbursements for career development.
Gallery
Octus Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Reorg has adopted a hybrid working policy. For non-remote employees located within a reasonable commuting distance to one of our offices, the requirement is to work from the office at least 2 days per week.
