Point72 · 2 weeks ago
IT Operations Manager, End User Computing
New York, United States
Full-time
Onsite
Senior Level
$200K/yr - $350K/yr
7+ years expPoint72 is a leading global alternative investment firm focused on delivering superior returns through various investing strategies. The IT Operations Manager will lead a team of help desk professionals, ensuring high-quality support delivery and continuous improvement of IT services.
Asset ManagementFinanceFinancial Services
Responsibilities
Lead, mentor, and develop a team of help desk professionals, fostering a culture of accountability, collaboration, and continuous improvement
Define team goals, key performance indicators (KPIs), and service level agreements (SLAs) to ensure high-quality support delivery
Manage staffing levels and schedules to ensure adequate coverage for global help desk needs
Oversee day-to-day help desk operations, ensuring timely resolution of incidents, service requests, and escalations
Act as the primary escalation point for complex or high-priority issues, ensuring swift resolution and communication with stakeholders
Collaborate with other IT teams to address recurring issues, implement long-term solutions, and improve overall system reliability
Leverage data and analytics to monitor help desk performance, identify trends, and drive continuous improvement initiatives
Generate and analyze reports on ticket volumes, resolution times, user satisfaction, and other key metrics to assess team performance
Evaluate and implement help desk tools and technologies to improve efficiency, automation, and user experience
Ensure the help desk ticketing system is effectively utilized, maintained, and integrated with other IT systems
Build strong relationships with business units, ensuring help desk support aligns with their needs and expectations
Communicate regularly with senior leadership on help desk performance, challenges, and improvement initiatives
Qualification
Required
Bachelor's degree in information technology, computer science, or a related field
7+ years of experience in IT support roles, with at least 3 years in a leadership or managerial capacity
Experience managing helpdesk ticketing systems (e.g., ServiceNow, Jira, Zendesk) and reporting tools
Strong technical knowledge of IT systems, including Windows, macOS, Active Directory, Office 365, and remote support tools
Experience managing a call center for an enterprise environment, and with modern call center technology
Experience working in a financial or asset management firm, with an understanding of the unique IT demands of the industry
Ability to use data and analytics to drive service improvements and enhance user satisfaction
Exceptional leadership, communication, and interpersonal skills, with the ability to manage and motivate a diverse team
Strong problem-solving skills and the ability to work effectively in a fast-paced, high-pressure environment
Commitment to the highest ethical standards
Benefits
Fully-paid health care benefits
Generous parental and family leave policies
Mental and physical wellness programs
Volunteer opportunities
Non-profit matching gift program
Support for employee-led affinity groups representing women, minorities and the LGBTQ+ community
Tuition assistance
A 401(k) savings program with an employer match and more
Company
Point72
Point72 invests in multiple asset classes and strategies worldwide.
1001-5000 employees
H1B Sponsorship
Point72 has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (64)
2024 (42)
2023 (48)
2022 (35)
2021 (42)
2020 (34)
Funding
Current Stage
Late StageTotal Funding
$45.17M2012-06-15Series Unknown· $45.17M
Leadership Team
Nanssia Fragoudaki
Chief Operating Officer for Technology
S
Sam Wadhams
Senior Manager, Corporate Communications
Recent News
2026-01-15
Business Insider
2026-01-09
Company data provided by crunchbase