Service Desk Lead

Over the last 20 years Ares success has been driven by our people and our culture Today our team is guided by our core values - Collaborative Responsible Entrepreneurial Self-Aware Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future Through our recruitment career development and employee-focused programming we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds experiences and perspectives can build careers within this exciting and growing industry PRIMARY FUNCTIONS AND ESSENTIAL RESPOSIBILITIES Day to day management of Service Desk Analysts Oversee the daily operation of Service Desk functions that include first level phone email and walk-in support logging of incidents and requests in the service management system etc Ensure the highest level of service delivery for all clients within the firm Accountable for providing leadership direction career path opportunities mentorship and coaching to Service Desk team Ensure that individual and team responsibilities are performed in a timely consistent andresponsive manner Verify the quality accuracy and timeliness of responses and actions taken by the Service Desk team Engage business stakeholders to ensure service levels exceed expectations Prioritize workloads and balance conflicting demands provide delegation on tasks and manage escalations as appropriate Provide guidance and advice on specific tasks and requests Manage weekly staff meetings Provide ongoing performance feedback to team members and monitor trends in individual and team performance Identify training requirements for team and train all team members as part of the onboardingprocess and all existing team members on new processes or requirements Identify issues and make recommendations that will improve processes and procedures Assist in strategic initiatives through brainstorming and implementation etc Manage vendor accounts and relationships Manage special projects as assigned Partner with management to help refine the overall service strategy for the firm Own the front-line support experience for the Mumbai Region Manage Staff Rotas to ensure coverage Provide Daily Weekly and Monthly Reporting of the Global SD teams performance Provide Hands on support to the team on both technical and non-technical work International Travel to other Ares Offices for work purposes APAC Region QUALIFICATIONSEducation BS BA in Computer Science Business Administration or equivalent experience Certifications Desired may include HDI Certifications ITIL ITSM Foundation Certification Six Sigma Green belt min Certifications Microsoft Certifications CompTia Certifications A Sec Net Experience Required Minimum of 8 years of working experience in Technology user operations Service Desk Must have proven track record of ability to maintain confidentiality of sensitive firm data Strong problem-solving and analytical skills Ability to design document processes Intermediate level Excel skills familiarity with formulas Pivot tables Focused attention to detail and high standards for quality and accuracy in work product Ability to work effectively under pressure and in a rapidly changing environment to meet deadlines Track record of strong performance Competencies Excellent client services skills Excellent interpersonal and written communication skills Exceptional problem-solving quantitative and analytical skills Sense of urgency and eagerness to please attitude Self-motivated and driven with ability to multi-task and to work effectively in a dynamic environment Professional collaborative service-oriented solutions-oriented Team development motivation alignment Ability to motivate and direct team members and subordinates Experience leading a staff in a Service Desk operation Experience with ITIL based ticket tracking systems such as ServiceNow and automatic call distribution systems Demonstrates commitment to providing Quality Customer Experience QCE Talent for creatively utilizing technology people and processes to solve unique business problems in a cost-effective manner Experience with Managing an International Office Presence Locally in Asia Australia Europe and US Demonstrated results in leading a Successful Team in meeting targets General Requirements Experience in the financial services sector and or alternate asset management experience preferred Reporting Relationships Principal Technology IndiaIf you like wild growth and working with happy enthusiastic over-achievers you ll enjoy your career with us