We are one of the largest global private markets investment managers, serving over 900 institutional investors worldwide. We have USD 66 billion in assets under management and more than 1000 professionals across 19 offices worldwide. Partners Group is an equal opportunity employer committed to cultural diversity.
Global Head of Support
What it's about
We are looking for an experienced Global Head of Support to join Partners Group's core IT team. This is a global role managing the support teams in Switzerland, Singapore, Manila, UK and the US with the following responsibilities:
Managing the service desk ticket resolution & coordinating the escalation process;
Facilitating interaction between internal support teams & 3rd parties to resolve complex issues;
Designing, implementing and managing performance metrics for the global team;
Attracting, hiring, on-boarding, developing, motivating and coaching Partners Group's IT support team;
Coordinating and managing the support team's global operations calendar, e.g. weekly and monthly 1:1-s, team-wide meetings and training sessions to ensure ongoing development of team members and best practices;
Designing and executing a training plan for the global team and other stakeholders;
Ensuring all incident and support documentation is up-to-date in our knowledge sharing platform;
Contributing to management and board reporting.
What we expect
Technical IT infrastructure background and experience
A proven track record in building and leading a global support team, minimum 5 years of experience preferably in the financial industry (degree in management or team leading is an advantage);
Well-developed customer service skills and drive to deliver highest quality service;
Proven work experience with vendors and 3rd party providers;
Strong organizational and time-management skills;
Good communication and language skills in English (oral and written).