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Trade Floor Support Manager

1 month ago

London, Greater London, United Kingdom Millennium Management Full time

The Trade Floor Support Manager is a senior IT leader responsible for managing a team of experienced support engineers. This role requires exceptional judgment and the ability to handle various problems with expertise.

Key Responsibilities

  • Manage a team of technical support engineers to provide quality support services to Trading and Core Staff.
  • Analyze call and ticket statistics to identify trends and opportunities for automation and operational streamlining.
  • Drive the evolution of the service by identifying areas for improvement and implementing changes.
  • Ensure high-quality white glove support to all end-users in a courteous and professional manner.
  • Triage and manage issues that require engagement from multiple teams and provide transparency to senior management for major issues and potential escalations.
  • Develop strong analytical and problem-solving skills to work independently and effectively.
  • Gain a deep understanding of the business units and their needs to provide tailored support.
  • Manage the delivery of critical technology projects for the end-user community.
  • Ensure processes are followed and key metrics are evaluated as part of the team's performance.
  • Enforce management-defined ticket hygiene and SLAs.
  • Participate in outage bridges when systems or users are impacted.
  • Assist with escalations and outages outside core business hours.

Qualifications and Skills

  • Previous experience working in the financial industry, preferably in a hedge fund or large financial technology department.
  • 10+ years of experience working in an enterprise-level support team with at least 3 years of experience managing a team of at least 5 individuals.
  • Ability to direct activities of peers and others not reporting directly to the person.
  • Comprehensive knowledge of Windows-based desktops and key applications, such as Outlook and MS Office.
  • Broad understanding of mobile technology.
  • Strong communication and organizational skills to express views and work in a team environment.
  • Ability to build and maintain relationships with business department heads and communicate with senior management.
  • Quick learner, detail-oriented, and thorough with a strong sense of ownership.
  • Good team player with a willingness to participate and help others.
  • Able to prioritize in a fast-moving, high-pressure environment with a strong sense of urgency.
  • Extensive experience with CMDB, Change Management, Incident Management, and Quality Metric development and operation.