Americas End User Services Leader

Millennium Management LLC; New York (NY); Presencial; USD 175.000 - 250.000; Jornada completa

Descripción de la vacante

Millennium is seeking an experienced End User Services Americas Manager based in New York to lead regional operations across Trade Floor Support, Technical Support, and Client Deployment. You will direct managers, translate global strategy into regional priorities, and drive improvements in customer experience and incident response.

You will oversee ServiceNow workflows, KPI dashboards, and SLA/OLA tracking while mentoring managers and coordinating with global IT leaders to maintain high service

Formación

• 10+ years of progressive technical support experience in a financial institution, preferably within a hedge fund or large financial technology environment.
• Proven experience managing support managers and geographically or functionally distributed teams, handling senior escalations, and supporting business-critical environments such as trading floors or other high- pressure financial services operations.
• Demonstrated ability to lead a regional operating model, align execution with global IT strategy, prioritize a complex book of work, allocate resources, and coordinate effectively across global teams and shared-service partners.
• Strong people-leadership experience, including mentoring managers, workforce planning, career development, conducting performance evaluations, addressing performance gaps, developing succession plans, and building a culture of accountability and consistently high service.
• Deep experience with service management disciplines, including CMDB, incident and change management, KPI dashboards, SLA and OLA tracking, trend analysis, executive reporting, quality metrics, and data-driven operational optimization.

Responsabilidades

• Lead the regional End User Services operating model across Trade Floor Support, Technical Support, and Client Deployment, directing the managers responsible for each function, setting clear expectations, balancing workloads, and driving accountability for service quality and execution.
• Translate global IT strategy into regional priorities, operating plans, and a clearly sequenced book of work; make timely resource and priority trade-offs based on business impact, risk, urgency, and team capacity.
• Oversee high-quality, professional end-user support across the region while optimizing coverage, workflows, handoffs, and operating processes across all three functions to improve customer experience, resilience, and operational discipline.
• Build strong relationships with executives, trading staff, business leaders, and technology stakeholders; proactively communicate priorities, risks, incidents, and improvement plans, and manage expectations during time-sensitive situations.
• Act as the primary senior escalation point for regional End User Services, leading major incidents and complex cross-team issues, making rapid decisions with incomplete information, and ensuring clear executive-level communication through resolution and follow-up.
• Coordinate with global End User Services and technology leaders to align standards, service ownership, change activity, coverage, and cross-region incident response while adapting regional execution quickly as business needs evolve.
• Own ServiceNow workflows, service reporting, KPI dashboards, SLA and OLA tracking, and trend analysis; use operational data and user feedback to strengthen accountability, identify recurring issues, and deliver measurable service improvements.
• Drive operational optimization through process automation, self-service, knowledge management, and AI-enabled tools, while developing managers and teams through mentoring, coaching, goal setting, succession planning, and formal performance evaluations.

Conocimientos

Leadership

Executive communication

Stakeholder management

Operational optimization

Herramientas

Microsoft Windows

Microsoft 365

Bloomberg

Citrix Workspace

VMware vCenter

VMware vSphere

Microsoft Intune

Descripción del empleo

Millennium is seeking an experienced End User Services Americas Manager based in New York to lead regional operations across Trade Floor Support, Technical Support, and Client Deployment. You will direct managers, translate global strategy into regional priorities, and drive improvements in customer experience and incident response.

You will oversee ServiceNow workflows, KPI dashboards, and SLA/OLA tracking while mentoring managers and coordinating with global IT leaders to maintain high service