About General Atlantic

General Atlantic is a leading global growth investor with more than four decades of experience providing capital and strategic support for over 520 growth companies throughout its history. Established in 1980 to partner with visionary entrepreneurs and deliver lasting impact, the firm combines a collaborative global approach, sector-specific expertise, a long-term investment horizon, and a deep understanding of growth drivers to partner with great entrepreneurs and management teams to scale innovative businesses around the world. General Atlantic has approximately $83 billion in assets under management inclusive of all products as of June 30, 2024, and more than 300 investment professionals based in New York, Amsterdam, Beijing, Hong Kong, Jakarta, London, Mexico City, Miami, Mumbai, Munich, San Francisco, São Paulo, Shanghai, Singapore, Stamford and Tel Aviv. For more information on General Atlantic, please visit: www.generalatlantic.com.

Position Summary

General Atlantic is looking to hire an End User Services Manager to consolidate and lead the global IT End User Services function that includes the service desk team, desktop engineering, enterprise application administration, and telephony among other user-focused technology. This position will report to the Vice President, Head of Infrastructure and will be based in New York City.

Responsibilities

Manage a global team of engineers focused on end user technology along with service desk professionals who field high service level expectations while ensuring consistent support across all global locations
Foster a high-performing team by setting clear performance objectives and conducting regular performance reviews
Manage budgets, asset inventory, vendors, and other partners
Collaborate with internal business units including Procurement, Facilities, IT Security, IT Infrastructure, and more as appropriate
Manage full user lifecycle including onboarding, equipment provisioning, enterprise applications, user deprovisioning, and equipment retrieval and sanitizing, including:
- Desktops/laptops
- iOS devices
- Application packaging and distribution processes
- Enterprise printing services
- ITSM Tools
Oversee the daily operations of the global IT service desk, ensuring timely and proactive resolution of IT support requests
- Executive support services
- Manage incidents between firm and SaaS desks
- Coordination with family office support services
- Manage third party helpdesk providers globally
Oversee the end user engineering function including:
- Enterprise applications administration such as Box, Slack, Zoom
- OS upgrades, application packaging, OS and application patching
- Telephony, conference room equipment, and other collaboration technology
- Remote access including VDI, enterprise browser, and mobile device engineering
Implement and maintain ITIL best practices and service management frameworks to improve service quality and efficiency
Develop and monitor key performance indicators (KPIs) to assess and enhance team performance
Ensure a high level of customer satisfaction by maintaining service excellence and serve as a point of escalation for the most critical issues
Stay on top of the latest developments in desktop hardware, software, and services provided by vendors, and recommends upgrades and alternatives to more effectively meet business need
Collect feedback from end-users to improve service delivery and user experience
Identify and drive initiatives for process improvements to streamline operations, increase productivity, and enhance service levels
Prepare and present regular reports on service desk performance, end user technology trends, and areas for improvement to senior management
Manage both incident and problem management processes, ensuring root cause analysis and effective resolution

Qualifications

Bachelor’s degree required
10+ years of work experience in a related role; previous experience at a global organization a plus
Seasoned people manager with track record of building and cultivating high-performing global teams
A proven manager and team leader who is detail-oriented, organized, and strategic-thinking, with the ability to delegate and collaboratively resolve issues
Client-focused mindset with ability to interact confidently with colleagues at all levels within the organization and with varying degrees of technology competency
Experience and competency with Microsoft Windows and Office applications, iOS, Video Conferencing, Office365, Azure, FreshService, Mobile Device Management, software application packaging, and remote support experience a plus
Ability to work in a fast-paced environment and retain professionalism and accuracy
Strong attention to detail with the ability to be proactive, solve problems, think ahead, and multi-task daily
A strong work ethic and ‘can do’ attitude: motivated, flexible nature, team-player spirit, ability to maintain composure at all times
Strong comfort and experience liaising with internal and external contacts at all levels
Excellent written and oral communication

General Atlantic offers a robust reward program to all employees that will support you and your family, maintaining fulfilling, secure and healthy lives now and into the future, which includes but is not limited to medical insurance, retirement savings contributions, mental and physical health resources and an equal pay program that allows you to earn a base salary of $140,000-180,000 USD of which the exact amount offered will be driven by the degree to which you meet role requirements, additional special skills and experience. Additional reward programs, such as annual discretionary bonuses and long-term incentive programs, are available for eligible employees and are offered as recognition for performance and one’s contributions towards the organization’s success.

General Atlantic is an equal opportunity employer and does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

By completing this application, you are consenting to General Atlantic’s processing and use of your personal data. Information on how General Atlantic will use and process your data can be found here: https://www.generalatlantic.com/privacy-policy/

General Atlantic jobs

End User Services Manager