Americas Regional End User Services Leader

Millennium; New York (NY); On-site; USD 175,000 - 250,000; Full time

Job summary

Millennium in New York is seeking a senior leader to direct regional End User Services, spanning Trade Floor Support, Technical Support, and Client Deployment. You will translate global IT strategy into regional priorities and manage a book of work to balance resource needs and risk.

You will oversee high-quality end-user support, build relationships with executives, and act as the primary escalation point for complex issues, delivering measurable improvements in service quality and operational

Qualifications

• 10+ years of progressive technical support experience in a financial institution.
• Leadership of regional end-user service functions and distributed teams.
• Experience managing senior escalations and business-critical environments.

Responsibilities

• Lead regional End User Services operating model across Trade Floor Support, Technical Support, and Client Deployment.
• Translate global IT strategy into regional priorities, operating plans, and a book of work.
• Oversee high-quality end-user support across the region with optimized workflows and processes.
• Build relationships with executives, trading staff, business leaders, and technology stakeholders.
• Act as the primary senior escalation point for regional End User Services and incidents.
• Coordinate with global End User Services to align standards and incident response.
• Own ServiceNow workflows, KPI dashboards, SLA/OLA tracking, and trend analysis.
• Drive operational optimization through automation, self-service, knowledge management, and AI tools.

Skills

End User Leadership

Regional Ops Model

Executive Communication

Stakeholder Management

Service Management

Knowledge Management

AI Tools

Windows 365

Bloomberg Terminal

Citrix Workspace

VMware vCenter

vSphere

Intune

Printers

Tools

Microsoft Windows

Microsoft 365

Bloomberg

Citrix Workspace

VMware vCenter

vSphere

Microsoft Intune

Printers

Job description

Millennium in New York is seeking a senior leader to direct regional End User Services, spanning Trade Floor Support, Technical Support, and Client Deployment. You will translate global IT strategy into regional priorities and manage a book of work to balance resource needs and risk.

You will oversee high-quality end-user support, build relationships with executives, and act as the primary escalation point for complex issues, delivering measurable improvements in service quality and operational