Global Helpdesk Manager

Point72 is seeking a Global Helpdesk Manager to lead, mentor, and develop a team. The role involves managing team size, KPIs, SLAs, operational efficiency, and leveraging data to improve service delivery in the help desk support for the company's technology team. This position contributes to a culture of accountability and continuous improvement.

Requirements

• Lead, mentor, and develop a team of help desk professionals.
• Manage staffing levels and schedules.
• Oversee daily help desk operations.
• Manage escalation for high-priority issues.
• Collaborate with IT teams.
• Leverage data and analytics to drive performance.
• Ensure help desk ticketing system utilization.
• Build relationships with business units.

Benefits

• Fully paid health care benefits
• Volunteer opportunities
• Mental and physical wellness programs
• Tuition assistance
• Employee-led affinity groups