IT Service Desk Manager, US

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.
• Proven 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 strong team player.
• Strong 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

The base salary range for this position is 120,000 - 130,000.00 This range is estimated for this role. Actual pay may be different. This position will be posted through June 2024.

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.