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Technical Support Manager - Customer (L1/L2)

Manhattan, NY · Information Technology
  • Salary $135-150,000 +
  • Comprehensive (100% paid) Benefits
  • Retirement Programs
  • 10-15% bonus
  • Local NYC candidates preferred
  • Stable company with leading-edge technology 


This is a newly-created position with a global financial software firm in lower Manhattan. The culture there is fast-paced and cutting-edge, as the firm serves top-tier clients in 12 countries, including EDM Software, Professional Services, and a growing Managed Services offering.
 
The role of Customer Technical Support Manager is to lead a small regional support team responsible for the managed services and software support (L1/L2) for North America. This position reports directly to the Global Head of Managed Services based in London.
 
Responsibilities:
  • This is a vital role within the firm's support business overseeing services for its clients throughout North America.
  • Duties will include the daily operational running of the firm's platform both in the cloud and onsite at its clients.
  • You will need to interface with clients and demonstrate a high competency level to manage client expectations and deliver high-quality service as required.

Who Will Be a Great Fit?  
  • 10+ years of industry experience in the financial sector and have supported an extensive software product with exposure to a standard Software Development Lifecycle.
  • 5 years in a support role performing L1 and L2 diagnosis and resolution.
  • 3 years in team management.
  • SQL Server experience is a must.
  • Working knowledge of at least 2 of the following technologies (Oracle/Postgres, JAVA, Workflow systems or UNIX)
  • Understanding of ITIL processes or similar as regards to support incident lifecycles (L0-L3) etc.
  • Experience with Data Management software or data vendors such as Bloomberg & Markit 
  • Strong technical skills to be hands-on to troubleshoot issues.
  • Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels.
  • Proficient in knowledge of IT infrastructure, broad understanding of IT concepts and architecture




Brian Hughes
Great Bay Staffing Group
resumes at great bay staffing dot com

 

Please apply to this opening if it sounds like you are a close fit and would make you excited to come to work every day.

Feel free to forward this job opening to qualified individuals!

 
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