JOB DESCRIPTION

We are looking for a creative thinker with excellent analytical, communication, and leadership skills to join the Systems India team as a Helpdesk Manager. Systems works closely with all business units firmwide to understand business needs and provide innovative technology solutions to enable success. The helpdesk provides global support, automation, and management for a wide variety of enterprise technology. The India team comprises 30-40 employees across Hyderabad, Gurgaon, and Bengaluru. The role will be to manage a part of the India helpdesk operations team, working with other managers in the team and aligning the team with global helpdesk driven strategic initiatives. Delivery of services assigned to the team and development of folks assigned will be the managers responsibility. The role offers the opportunity to be part of an inclusive, collaborative, engaging working environment, and provides creative space to be part of a management team focused on quality of delivery and metric oriented team. The role can be based in Hyderabad or Gurugram.

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What you’ll do day-to-day

As a Helpdesk team manager, you will work closely with other co leads and report to the India Systems Helpdesk manager. As a manager you will oversee the team’s operational responsibilities, help, and support team’s work, and lead the professional development of the team. You will be responsible for driving operational improvements and identifying service improvement areas, through metrics and analytics. You will also be involved in organizing processes and tools to ensure global consistency, working with other operational teams to develop metrics and reporting on the helpdesk delivery, and facilitating helpdesk career development on a day-to-day basis. Furthermore, you will be responsible for building good relationships with business stakeholders to help identify and suggest innovative ways to successfully adopt Systems solutions.

Who we’re looking for

• At least 8-12 years of comparable help desk experience, with at least five years of experience in the finance or technology industries.
• Experience in managing processes and implementing new initiatives and programs across functions.
• Keen attention to detail and excellent analytical skills.
• Experience in learning about new technology products or applications, supporting. the adoption and bridging the gap between the customers and the engineering teams.
• Experience in producing and effectively using analytics and reporting tools.
• Excellent interpersonal skills and exceptional people management skills.
• Good written and verbal communication skills and an ability to work effectively with colleagues of varying seniorities both within and outside their own team.
• Ability to work with peers and other engineering teams to resolve user issues in an effective manner.

At the D. E. Shaw group, we believe the diversity of our employees is core to our strength and success. We are committed to supporting our people in work and in life, which is why we offer benefits such as a family planning and surrogacy program and a charitable gift match to all full-time employees.

Additionally, our staff-led affinity groups are pillars of our community, helping to celebrate diversity, promote leadership and development opportunities, and facilitate inclusive mentorship. Members and allies organize a wide range of educational and social programming, from expert talks to film festivals.

Candidates with relevant experience looking to restart their careers after a break are encouraged to apply for this position.

The members of the D. E. Shaw group do not discriminate in employment matters on the basis of race, color, religion, gender, gender identity, pregnancy, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, caregiver status, or any other category protected by law. We are committed to the principles of diversity, equity, and inclusion, and are eager to hear from individuals having a wide range of backgrounds and personal characteristics.

Candidates who are residents of California (any such candidate, a “California Resident”) should click here for our CCPA Recruitment Personal Information Privacy Notice.

The D. E. Shaw group may collect, use, hold, transfer, and process candidates' resumes and associated information (including personal information contained therein) for purposes reasonably related to their application, including without limitation: review and management of employment applications and supporting materials; administration and management of offers to and communication with candidates; and administration, management, and improvement of the recruiting operations of the D. E. Shaw group; and/or where reasonably required in connection with a proposed sale, spin-out, reorganization, or outsourcing of all or some of the business of the D. E. Shaw group. The D. E. Shaw group will not use such information for purposes unrelated to the foregoing, such as direct marketing of third-party products to candidates, without candidate consent. As used herein, the term "personal information" is meant to broadly describe information identifying or relating to a specific individual; it is intended to encompass "personal data," "sensitive personal data," and "personally identifiable information" and similar terms, as those terms are defined by law in the jurisdictions in which the D. E. Shaw group operates.

The D. E. Shaw group may transfer such personal information within and outside the country and jurisdiction of the locations where the D. E. Shaw group maintains offices, to other D. E. Shaw group affiliates, to government and regulatory authorities, and to third parties which provide or may provide support and/or services to the D. E. Shaw group and for the purposes set forth above. The persons who may have access to this personal information are other employees of the D. E. Shaw group, in connection with the performance of their duties of employment, and the other parties listed above, in connection with the business of the D. E. Shaw group. (Of course, candidates will be considered for employment opportunities only in those countries in which they express interest.)

The D. E. Shaw group will use reasonable care to maintain the confidentiality of personal information (including appropriate technical measures against unauthorized or unlawful processing and against accidental loss or destruction of, or damage to, such information) and will retain such data as required by applicable law or regulation. Candidates have the right to request access to, and correction of, their personal information in accordance with applicable law; any such request should be submitted to recruiting.india@deshaw.com. Candidates who have submitted a resume to the D. E. Shaw group and do not wish to proceed with their applications should email cvwithdraw@deshaw.com. Personal information of candidates who have been the subject of background checks may have been transferred in accordance with applicable regulations, and any concerns with such transfers should be submitted to backgroundcheck-inquiries@deshaw.com.

The D. E. Shaw group may retain candidates’ information for prospective recruiting activities, including sourcing candidates for employment opportunities and for organizing events with prospective candidates, in accordance with our internal data retention procedures. Candidates who do not agree to such future use should email recruiting-inquiries@deshaw.com.