Call Center Manager - End User Computing

A CAREER WITH POINT72’S TECHNOLOGY TEAM
As Point72 reimagines the future of investing, our Technology group is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts experimenting, discovering new ways to harness the power of open-source solutions, and embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our products while satisfying your own intellectual curiosity.
WHAT YOU’LL DO
• 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 desksupport aligns with their needs and expectations.
• Communicate regularly with senior leadership on help desk performance, challenges, and improvement initiatives.
WHAT’S 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

WE TAKE CARE OF OUR PEOPLE
We invest in our people, their careers, their health, and their well-being. When you work here, we provide:
• Fully paid health care benefits
• Generous parental and family leave policies
• Volunteer opportunities
• Support for employee-led affinity groups representing women, people of color and the LGBT+ community
• Mental and physical wellness programs
• Tuition assistance
• A 401(k) savings program with an employer match and more

ABOUT POINT72
Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building on more than 30 years of investing experience, Point72 seeks to deliver superior returns for its investors through fundamental and systematic investing strategies across asset classes and geographies. We aim to attract and retain the industry’s brightest talent by cultivating an investor-led culture and committing to our people’s long-term growth. For more information, visit www.Point72.com/about.

The annual base salary range for this role is $200,000-$350,000 (USD) , which does not include discretionary bonus compensation or our comprehensive benefits package. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things.