Data Help Desk Manager - New York City area

Responsibilities:
-Reshape and revolutionize how data is delivered to researchers at a top investment management firm
-Directly manage the recently formed Data Help Desk and will be responsible for designing workflow processes, working with the Research team to deploy a standard set of help desk tools, hiring Help Desk Associates, and creating metrics to monitor customer satisfaction and Help Desk performance.
-Ensure great customer service is delivered, creating and disseminating customer service standards and best practices for the Team, and supporting that with training, mentoring and coaching.
-Monitor the quality of service the Data Team provides to its customers, ensuring appropriate measures of customer satisfaction are defined and metrics are put in place for measurement and reporting. -Define the support needs of our customers of Research Data (research analysts)
-Deploy (with the Research Technology Team) standard Help Desk tools
-Track, filter, and prioritize support requests
-Define standard customer service standards and the metrics to monitor performance against those standards
-Monitor / measure customer satisfaction

Qualifications:
-Extensive experience and demonstrated outperformance in a help desk environment
-Demonstrated ability to manage a help desk or other operations-focused team
-Highly intelligent, driven individual with an unusual amount of common sense and logic
-Comfort with giving and receiving criticism
-Open, engaging personality

Additional preferred qualifications:
-Experience running specifically a data help desk
-Experience with hiring / building a team
-Experience in an entrepreneurial setting

Research jobs, Jobs, Research, Help Desk, Workflow Processes, Research Data

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