Job Description

Over the last 20 years, Ares success has been driven by our people and our culture. Today, our team is guided by our core values - Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry.PRIMARY FUNCTIONS AND ESSENTIAL RESPOSIBILITIES

• Day to day management of Service Desk Analysts
• Oversee the daily operation of Service Desk functions that include first level phone, email and

walk-in support, logging of incidents and requests in the service management system, etc. * Ensure the highest level of service delivery for all clients within the firm

• Accountable for providing leadership, direction, career path opportunities, mentorship and

coaching to Service Desk team * Ensure that individual and team responsibilities are performed in a timely, consistent, andresponsive manner Verify the quality, accuracy and timeliness of responses and actions taken by the Service Desk
team * Engage business stakeholders to ensure service levels exceed expectations

• Prioritize workloads and balance conflicting demands, provide delegation on tasks and manage

escalations as appropriate * Provide guidance and advice on specific tasks and requests

• Manage weekly staff meetings
• Provide ongoing performance feedback to team members and monitor trends in individual and

team performance * Identify training requirements for team and train all team members as part of the onboardingprocess, and all existing team members on new processes or requirements * Identify issues and make recommendations that will improve processes and procedures

• Assist in strategic initiatives through brainstorming and implementation, etc.
• Manage vendor accounts and relationships
• Manage special projects as assigned
• Partner with management to help refine the overall service strategy for the firm
• Own the front-line support experience for the Mumbai Region
• Manage Staff Rotas to ensure coverage
• Provide Daily / Weekly and Monthly Reporting of the Global SD teams performance
• Provide Hands on support to the team on both technical and non-technical work.
• International Travel to other Ares Offices for work purposes (APAC Region)

QUALIFICATIONSEducation:

• BS/BA in Computer Science, Business Administration or equivalent experience
• Certifications Desired may include:
• HDI Certifications
• ITIL/ITSM Foundation Certification
• Six Sigma Green belt (min) Certifications
• Microsoft Certifications
• CompTia Certifications (A+/Sec+/Net+)

Experience Required:

• Minimum of 8 years of working experience in Technology / user operations / Service Desk
• Must have proven track record of ability to maintain confidentiality of sensitive firm data
• Strong problem-solving and analytical skills
• Ability to design & document processes
• Intermediate level Excel skills; familiarity with formulas & Pivot tables
• Focused attention to detail and high standards for quality and accuracy in work product
• Ability to work effectively under pressure and in a rapidly changing environment to meet deadlines
• Track record of strong performance
• Competencies:
• Excellent client services skills
• Excellent interpersonal and written communication skills
• Exceptional problem-solving, quantitative and analytical skills
• Sense of urgency and eagerness to please attitude
• Self-motivated and driven with ability to multi-task and to work effectively in a dynamic environment
• Professional, collaborative, service-oriented, solutions-oriented
• Team development, motivation & alignment
• Ability to motivate and direct team members and subordinates
• Experience leading a staff in a Service Desk operation
• Experience with ITIL based ticket tracking systems such as ServiceNow and automatic call distribution systems
• Demonstrates commitment to providing Quality Customer Experience (QCE)
• Talent for creatively utilizing technology, people and processes to solve unique business problems in a cost-effective manner
• Experience with Managing an International Office Presence (Locally in Asia / Australia / Europe and US)
• Demonstrated results in leading a Successful Team in meeting targets.

General Requirements:

• Experience in the financial services sector and/or alternate asset management experience preferred

Reporting Relationships Principal, Technology IndiaIf you like wild growth and working with happy, enthusiastic over-achievers, you\'ll enjoy your career with us!

Ares Wealth Management Solutions