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IT Service Desk Team Lead (2018-7611)

San Mateo, CA, United States
Information Technology
2018-7611

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Job Description

Overview

It’s an exciting time to be in our IT department; we’re investing heavily in the future of our firm’s technology. Our business is growing internationally, which emphasizes the need to build an unparalleled technology team that drives future global growth and scale through strategic solutions and continuous innovation. We play a foundational role in supporting our firm’s diverse businesses, and we’re excited to continue solidifying that foundation as we add more talented technologists to our team.


The Opportunity:

 

Our IT Department is now seeking a highly talented Service Desk Team Lead to manage the day-to-day operations of our end user support team.   This position will be located in our San Mateo, CA, office (near San Francisco, CA).  This will be a contract-to-hire or direct hire opportunity.


The Day-to-Day:

  • Provide leadership and management oversight for a team of 10 end user support staff.
  • Identify areas of improvement for IT service delivery, along with the ability to strategically plan and manage these ideas to fruition.
  • Oversee knowledge base solutions with a keen eye on enhancing end-user services.
  • Coordinate service delivery with other IT leaders and Project Managers.
  • Launch services resulting from IT projects and needs
  • Responsible for client relationship management across multiple sites while advocating for client needs.
  • Perform a variety of management and coordination responsibilities such as hire, train, supervise and support career staff.
  • Identify and report metrics on key performance indicators
  • Availability to respond to after-hour needs as necessary for Executive Support

 

Your Qualifications:

  • Proven work experience as a Help Desk/Desktop/Service Desk Manager
  • Hands on experience with help desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Ability to communicate with all levels of management and end users with varying levels of technical expertise
  • Self-starter who displays a sense of urgency and drives issues through to completion
  • Team management skills
  • BS degree in Computer Science, Information Technology or relevant field
  • Ability to lift up to 25 lbs. for moves and intake of inventory

 

Why Fisher Investments:

Fisher Investments is a different kind of investment firm. We don’t come from Wall Street, nor do we believe we fit in with most of the finance industry, and we’re proud of that. We work for a bigger purpose: bettering the investment universe. From unmatched service to innovative perspectives on investing, it’s the people that make the Fisher purpose possible. After all, it’s our people that enable us to offer the level of service that we do. And we invest in them accordingly, offering exceptional benefits like:

  • 100% coverage of premiums for health, vision and dental insurance
  • A 50% 401(k) match, up to the IRS maximum
  • 20 days of PTO*, plus 9 paid holidays
  • And much, much more

We also provide a cumulative, continuous learning and development framework customized for every employee. This emphasis on personal and professional growth has yielded an award-winning work environment; we’re Great Place to Work Certified, and The Oregonian named us as a 2017 and 2018 Top Workplace.

 

But in the end, it’s not the perks that keep people here. They stay because they believe in our mission of service—our employees want to make a difference in an industry that can do better.

 

* California employees accrue up to 17 days of PTO and 3 days of sick time per year.

FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER

 

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