End User Services Americas Manager
Millennium Management · New York, United States · 3mo ago
About Millennium
Millennium is a global, diversified alternative investment firm, founded in 1989. Defined by evolution, innovation and focus, Millennium’s mission is to deliver results for our investors.
Our people are empowered with both independence and support: the autonomy to pursue ideas with conviction and the backing of a global network committed to collaboration, disciplined risk management and continuous learning. With opportunities to deepen expertise and accelerate development, talent at Millennium is equipped to adapt, evolve and build lasting impact over time. Discover how transformative growth accelerates impact.
Meet the Team
Core to the health and growth of our business, Millennium’s Information Technology organization builds the flexible, scalable platforms and advanced proprietary systems that support the firm’s active, multi-manager model. Within this organization, the End User Services team supports employees across the region through high-quality technical support, client deployment, and trade floor services. The team partners closely with business, trading, and technology stakeholders to deliver responsive, reliable service in a fast-paced environment.
What You'll Do
- Lead the regional End User Services operating model across Trade Floor Support, Technical Support, and Client Deployment, directing the managers responsible for each function, setting clear expectations, balancing workloads, and driving accountability for service quality and execution.
- Translate global IT strategy into regional priorities, operating plans, and a clearly sequenced book of work; make timely resource and priority trade-offs based on business impact, risk, urgency, and team capacity.
- Oversee high-quality, professional end-user support across the region while optimizing coverage, workflows, handoffs, and operating processes across all three functions to improve customer experience, resilience, and operational discipline.
- Build strong relationships with executives, trading staff, business leaders, and technology stakeholders; proactively communicate priorities, risks, incidents, and improvement plans, and manage expectations during time-sensitive situations.
- Act as the primary senior escalation point for regional End User Services, leading major incidents and complex cross-team issues, making rapid decisions with incomplete information, and ensuring clear executive-level communication through resolution and follow-up.
- Coordinate with global End User Services and technology leaders to align standards, service ownership, change activity, coverage, and cross-region incident response while adapting regional execution quickly as business needs evolve.
- Own ServiceNow workflows, service reporting, KPI dashboards, SLA and OLA tracking, and trend analysis; use operational data and user feedback to strengthen accountability, identify recurring issues, and deliver measurable service improvements.
- Drive operational optimization through process automation, self-service, knowledge management, and AI-enabled tools, while developing managers and teams through mentoring, coaching, goal setting, succession planning, and formal performance evaluations.
What You Bring
- 10+ years of progressive technical support experience in a financial institution, preferably within a hedge fund or large financial technology environment, including significant leadership accountability across multiple end-user service functions.
- Proven experience managing support managers and geographically or functionally distributed teams, handling senior escalations, and supporting business-critical environments such as trading floors or other high-pressure financial services operations.
- Demonstrated ability to lead a regional operating model, align execution with global IT strategy, prioritize a complex book of work, allocate resources, and coordinate effectively across global teams and shared-service partners.
- Strong people-leadership experience, including mentoring managers, workforce planning, career development, conducting performance evaluations, addressing performance gaps, developing succession plans, and building a culture of accountability and consistently high service.
- Deep experience with service management disciplines, including CMDB, incident and change management, KPI dashboards, SLA and OLA tracking, trend analysis, executive reporting, quality metrics, and data-driven operational optimization.
- Strong understanding of end-user support technologies, including Microsoft Windows, Microsoft 365, Bloomberg, Citrix Workspace, VMware vCenter and vSphere, Microsoft Intune, printers, and related business applications; Linux desktop support experience is a plus.
- Experience applying service metrics, process automation, AI-enabled productivity tools, self-service, and knowledge management practices to reduce repetitive work, improve controls, and increase service quality and team effectiveness.
- Excellent executive communication, stakeholder management, judgment, professionalism, and discretion, with the ability to engage credibly with executives and trading staff, make quick decisions, and adapt calmly to rapidly changing priorities;
Salary Range
Millennium offers a total compensation package which includes a base salary, discretionary performance bonus, and comprehensive benefits. The estimated base salary range for this position is $175,000 to $250,000, which is specific to New York and may change in the future. When finalizing an offer, we take into consideration an individual’s experience level and the qualifications they bring to the role to formulate a competitive total compensation package.