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Fairfield County Hedge Fund is seeking a hands-on leader to head their Client Services Technology team. The ideal candidate will have a strong foundation in client services engineering and support with extensive experience in developing and driving continuous improvement throughout the function.Â
ResponsibilitiesÂ
• Lead, mentor, develop, and manage the Client Services Technology team to continue to foster an ethos of teamwork, ownership, accountability, transparency, continuous improvement, and engineering excellence.
• Develop and implement strategic plans to improve the efficiency and effectiveness of the team and function, with an emphasis on process improvement and automation.
• Ensure desktop, laptop, tablet and mobile solutions and apps are designed and built to meet performance,security, usability, productivity, and maintainability standards.
• Lead the team in partnering and providing enhanced, top tier services to the firm’s executives, including the CEO.
• Build strong relationships and lines of communications to lead by example in providing excellent support and service as required.
• Design, document, and implement SOPs that follow widely accepted best practices.
• Ensure consistent adherence and execution of processes to ensure high-quality service, root cause analysis and issue resolution.
• Act as a senior escalation point for complex technical issues, providing advanced engineering knowledge and experience in troubleshooting and resolution.
• Define, implement, and monitor key performance indicators to inform decision-making and drive operational excellence and client experience improvements.
• Implement effective problem management practices to identify, document, and resolve underlying issues at their root cause.
• Collaborate with external vendors, cross-functional and cross-departmental internal teams to ensure seamless integration of new technologies and best practices.
Qualifications/Skills
Required:
• 7+ years of relevant experience, including 5+ years in management or leadership roles in technology support and/or engineering environments.
• Demonstrated ability to develop and implement client desktop, laptop, tablet and/or mobile solutions that balance performance, security, and usability.
• Proficiency in endpoint management tools (SCCM, Intune, JAMF)
• Experience with software packaging and deployment (MSI, EXE, APP)
• Proficiency in network fundamentals (DNS, DHCP, VPNs)
• Expertise in technical root cause analysis, troubleshooting, and problem management in virtualized, hybrid, and cloud-based environments (e.g. Citrix, VMWare, Nutanix, HyperV, Windows 10/11, Office 365, Teams,Zoom).
• Ananlytical thinker who is self-motivated, innovative, and adaptable to changing technology landscapes.
• Experience implementing and collecting metrics and analytics from various systems (e.g., ticketing system, toinform decision-making and drive continuous improvements).
• Experience with ticketing systems (e.g. FreshService, ServiceNow, JIRA, or others) for tracking, measuring and/or automating processes to enhance client service and team efficiency.
Preferred:
• Experience with senior executives and providing enhanced, top tier service.
• Experience in budgeting, planning, procurement processes, and vendor management.
• Advanced certifications in technology, support, and/or project management.
• Experience in leading and managing office buildouts, relocations, and moves.
• Understanding of financial services, hedge fund operations and regulatory requirements.
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Head of Client Services 822518
2 Greenwich Plaza Greenwich, CT 06831 US
Job Description
Fairfield County Hedge Fund is seeking a hands-on leader to head their Client Services Technology team. The ideal candidate will have a strong foundation in client services engineering and support with extensive experience in developing and driving continuous improvement throughout the function.Â
ResponsibilitiesÂ
• Lead, mentor, develop, and manage the Client Services Technology team to continue to foster an ethos of teamwork, ownership, accountability, transparency, continuous improvement, and engineering excellence.
• Develop and implement strategic plans to improve the efficiency and effectiveness of the team and function, with an emphasis on process improvement and automation.
• Ensure desktop, laptop, tablet and mobile solutions and apps are designed and built to meet performance,security, usability, productivity, and maintainability standards.
• Lead the team in partnering and providing enhanced, top tier services to the firm’s executives, including the CEO.
• Build strong relationships and lines of communications to lead by example in providing excellent support and service as required.
• Design, document, and implement SOPs that follow widely accepted best practices.
• Ensure consistent adherence and execution of processes to ensure high-quality service, root cause analysis and issue resolution.
• Act as a senior escalation point for complex technical issues, providing advanced engineering knowledge and experience in troubleshooting and resolution.
• Define, implement, and monitor key performance indicators to inform decision-making and drive operational excellence and client experience improvements.
• Implement effective problem management practices to identify, document, and resolve underlying issues at their root cause.
• Collaborate with external vendors, cross-functional and cross-departmental internal teams to ensure seamless integration of new technologies and best practices.
Qualifications/Skills
Required:
• 7+ years of relevant experience, including 5+ years in management or leadership roles in technology support and/or engineering environments.
• Demonstrated ability to develop and implement client desktop, laptop, tablet and/or mobile solutions that balance performance, security, and usability.
• Proficiency in endpoint management tools (SCCM, Intune, JAMF)
• Experience with software packaging and deployment (MSI, EXE, APP)
• Proficiency in network fundamentals (DNS, DHCP, VPNs)
• Expertise in technical root cause analysis, troubleshooting, and problem management in virtualized, hybrid, and cloud-based environments (e.g. Citrix, VMWare, Nutanix, HyperV, Windows 10/11, Office 365, Teams,Zoom).
• Ananlytical thinker who is self-motivated, innovative, and adaptable to changing technology landscapes.
• Experience implementing and collecting metrics and analytics from various systems (e.g., ticketing system, toinform decision-making and drive continuous improvements).
• Experience with ticketing systems (e.g. FreshService, ServiceNow, JIRA, or others) for tracking, measuring and/or automating processes to enhance client service and team efficiency.
Preferred:
• Experience with senior executives and providing enhanced, top tier service.
• Experience in budgeting, planning, procurement processes, and vendor management.
• Advanced certifications in technology, support, and/or project management.
• Experience in leading and managing office buildouts, relocations, and moves.
• Understanding of financial services, hedge fund operations and regulatory requirements.
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