Global End User Services - Technical Manager

HedgeServ is a leading global fund administrator with more than $450 billion in assets under administration across all investment vehicles including Hedge Funds, Private Equity Funds, UCITS, Hybrid Credit Managers, Funds of Funds and Managed Account Platforms. We optimize our clients’ experience using unique proprietary technology coupled with robotic process automation, intuitive digital programs powered by machine learning, and enhanced by an extensive proprietary transaction data set. HedgeServ’s entrepreneurial and innovative spirit cultivates a productive and agile environment enabling its team to anticipate clients’ needs and consistently deliver solutions in real time. Led by the most experienced team of industry experts, HedgeServ with 1,500+ professionals around the globe expertly provides customizable solutions for their clients’ risk, portfolio management, middle office, investor relations, accounting, regulatory, compliance, and tax services. Since its inception in 2008, HedgeServ has received numerous accolades, including Top Overall Administrator and #1 rankings for Fund Accounting, Reporting & Reporting Technology, Client Service, Investor Services, Alternative Fund Expertise, and Regulatory Expertise.

HedgeServ is a progressive company with continuously evolving ways of working to ensure a future-focused mindset. Our employees benefit from a robust career development framework and clear learning paths which outline career trajectory, training and progression plans. HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. HedgeServ was recognized as a Next Gen employer by RippleMatch on its list of 100 top workplaces for Generation Z for 2022. HedgeServ operates 13 offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, Philippines and Australia.

As a Technical Manager, you will be a key member of a global team whose responsibilities will include acting as the technical lead of the end user support team, managing the project team, assisting with operations, and supporting technologies that enable end-user productivity across all aspects of the business.  This will be a hands-on position requiring expertise and technical leadership, while collaborating with internal customers, engineers, SMEs, operations teams, and management to execute on strategic and tactical goals.

The Person:

We are looking for someone who is eager to innovate, transform, and enhance the capabilities of the team, operational processes, and our Technologies. Passion for quality and desire to foster a culture of operational excellence is a must for this role. The incumbent will ensure the organization’s office operations and technology infrastructure is compliant, secure, efficient, user friendly and current. This position requires an approachable hands-on manager with a strong background in Desktop technologies, Windows System administration, staff training and mentoring, and project management. The Technical Manager is accountable for continuously evolving our technology services offerings and service delivery strategies that align with business objectives to ensure the best possible performance and outcomes. This position will be a hybrid role based in Dallas and reports to the Director of Global End User Services.

Essential Functions

• Lead the Global End User Services team as the technical expert, handling technical escalations from Tier I & Tier 2 support fulfilling incident and request management
• Provide guidance and direction to the IT Project team responsible for internal customer facing technology services and projects in end user computing
• Endeavor to improve the daily experience of our end users through technology and workflow improvements
• Participate in the development and execution of marketing and adoption approaches to maximize customer value of technology project investments
• Monitor and assess End User services project and 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
• The individual would be responsible for managing a small IT project group that is comprised of these main areas of responsibility:
  • Corporate and End User technologies, Systems Operations – Responsible to lead a team charged with delivering high-quality, cost-effective projects involving client computing hardware and software (iOS, Mac, & PC), service/Technology Services support, and various technologies that support these functions, including the Office 365 suite of products.
  • Ensure that current and planned technical solutions are compatible with the company’s business needs and strategic objectives
  • Work with the other IT organizations to design, develop, and implement Identity and Access Management (IAM) solutions and enhancements in support of development, test, and production environments
• Open support cases with software and hardware vendors when required (Microsoft, VMware, Manage Engine, Lenovo, etc)
• Set the IT Project team strategy - identifying and nurturing the right talent to succeed in these exciting and challenging roles
• Support end to end (integration) activities and planning
• Collaborate with other leaders within the Global Engineering organization to establish, communicate, and implement strategic capabilities and share information and updates
• Provide guidance, leadership, clarity, visibility and communication regarding IT capabilities and implementation

Other responsibilities as assigned

In addition to regularly scheduled hours and responsibilities, IT staff and management are frequently required to assist on special projects and emergencies. Availability for preplanned out of hours maintenance or emergencies as required to ensure continuous operations and minimal disruption to end-users.

Work Experience and Qualifications:

• Technical Degree in Information Technology
• A minimum of 7 years’ experience in supporting Windows and Mac operating environments
• Must have a minimum of three to five years management experience, with heavy customer/client interaction and executive support experience
• Experience managing global projects, including the communications processes required to facilitate a smooth rollout of services to a globally distributed user population, with users in Dallas, NYC, Dublin, Cork, Luxembourg, Sydney, Bulgaria, Poland, Philippines and other sites
• Advanced knowledge and experience in Active Directory and PowerShell
• Knowledge and experience of O365 services, Azure, conceptual and practical understanding of IT Infrastructure designs, technologies, products, and services
• Excellent organizational & communication skills
• Ability to communicate and work with end users with minimal computer experience
• Ability to work with no direct supervision, attention to detail
• Committed with a focus on continuous improvement and team development
• Experienced in project implementation fundamentals, agile framework, Jira
• Able to provide accurate estimates of timeframes necessary to complete efforts, develop milestones and implementation plans
• Ability to analyze and solve complex problems and to work in a group setting as well as independently

• DHCP/ DNS
• Domain controllers
• Active directory/Group Policies
• Azure
• Patch management
• Windows server 2012 and 2016 OS
• Exchange Server and Email routing
• Office 365
• TCP/IP
• Switching and Routing
• Firewall and Web Proxy
• Windows 10 and 11 support
• Microsoft Office 2010 and 2013 support
• Microsoft Deployment Toolkit (MDT)
• Windows Deployment Services (WDS)
• System Center Configuration Manager (SCCM)
• Software Deployment
• Desktop Central
• Cylance
• CrowdStrike
• PowerShell scripting
• MacOS support using Jamf or other tool
• Manage Engine software suite
• AWS