IT Support Supervisor - Help Desk
New York, NY

Job Description

1. Description:

Supervise the functions of the Global Help Desk (based in NY), supporting all Lazard technology functions throughout all Lazard offices.

2. Duties:

Duties of the incumbent include, but are not limited to:

* Supervising the three tiers of the Help Desk team based in NY. Help Desk operates 24x7x365
* Monitoring call, e-mail & ticket volumes for all things routed through the Help Desk
* Creation and modification of team policies and procedures
* Creating and maintaining team knowledge articles, as well as user facing knowledge content
* Interviewing and hiring of all new Help Desk team members
* Training all new and existing team members on the supported technologies, policies & procedures
* Communicate known problems and fixes to team members and other technical groups, submitting knowledge solutions as needed, notifying management and end user communities where applicable.
* Ensure customer service is timely, professional and accurate, following any defined policies and procedures
* Analyze production reports and identify end user trends, making recommendations to management on proactive course of action.
* Liaise with managers and staff members of other teams to address end user or staffing issues
* Exercise good judgment when dealing with sensitive employee security information, as well as company documentation, in keeping with corporate data security and compliance requirements.
* Evaluate data communicated by all areas, including end user communities, outside business entities, and IT, to establish business impact of a problem and decide the best course of action. This will include validation of system-wide impact and notification to all user communities and management of the known condition and the course of action taken
* Other duties as assigned.

3. Supervision:

The incumbent reports to the Senior Vice President, Global Help Desk and has some flexibility in identifying and initiating activities to achieve the objectives of the position. The incumbent is expected to be a "self-starter" who is able to create and carry out tasks assigned with a minimum of supervision.

4. Qualifications and Experience:

The successful candidate will have:

* Experience in a lead support position in a technical environment with the ability to diagnose and troubleshoot system problems.
* Ability to manage conflicting priorities and customer expectations.
* Ability to manage time and workload efficiently, including planning, organizing, and following through on a variety of tasks, assignments, projects, and reports, paying close attention to details.
* Strong knowledge of ITIL and ITSM frameworks
* Excellent oral and written skills to interface with all user/technical communities within Lazard.
* Understanding of financial business environments will increase the incumbent's potential for success.

5. Education:

At minimum, the incumbent must have a college degree in a technical field of study relevant to the position and demonstrate capability to operate in a highly technical environment.

About Lazard

Lazard, one of the world's preeminent financial advisory and asset management firms, operates from 43 cities across 27 countries in North America, Europe, Asia, Australia, Central and South America. With origins dating to 1848, the firm provides advice on mergers and acquisitions, strategic matters, restructuring and capital structure, capital raising and corporate finance, as well as asset management services to corporations, partnerships, institutions, governments and individuals. For more information on Lazard, please visit www.lazard.com. Follow Lazard at @Lazard.