Hybrid Manager - Technology Support – Technology and Product Solutions bei The Catalyst Group

Core Details and Responsibilities 

Manager – Internal IT Support is responsible for providing comprehensive support services within Catalyst. This role will act as the lead for IT support, proactively manage service requests, monitor and maintain the IT environment, and contribute to security and service improvement initiatives. The position will focus on internal IT support for all  levels and requires effective collaboration with internal, external vendors and, where applicable, external stakeholders to achieve improvements, resolution and business objectives.

From a high-level perspective, the core responsibilities that form your role are broken down into the following 8 categories:

1. People Management
2. IT Support Services 
3. IT System Maintenance and Monitoring
4. Training and Development
5. Process Improvement and Innovation
6. Incident and Issue Management
7. Cross-Functional Collaboration
8. Risk and Compliance Responsibilities

Your Daily Tasks

1. People Management Responsibilities: 

Includes (but not limited to) the following tasks:

• 
  Team Management - Manage the company’s global technology team and ensure that all team members have relevant Job Descriptions that include Tasks and KPIs.
• 
  Day-to-day Team management – Managing the team on a day-to-day basis by implementing:
  • Weekly task management
  • Weekly team meetings
  • Ad hoc needs
• Team Satisfaction - Monitoring the team's capacity and ensuring high-level satisfaction and work-life balance.
• Feedback and Coaching - Providing feedback and coaching to the team members with the aim of constantly improving their performance.
• Team Training - Coordinating and providing training and development programs within the technology and product teams as or when required.
• Team Succession planning - Identifying any high-potential and high-risk employees and developing the relevant succession plans.

2. IT Support Services:

Includes (but not limited to) the following tasks:

• Serve as the primary IT support lead for day-to-day internal business operations.
• Provide 1st to 3rd line IT support to internal users and collaborate with external clients on IT matters when necessary.
• Manage and monitor the IT Service Desk system, ensuring timely ownership and resolution of service requests.
• Proactively identify and remediate IT service issues (full issue life cycle), recommend enhancements, and facilitate any necessary changes to improve user experience.
• New technology research and recommendations to support new functionality and services which would benefit the business.
• Provide on-site hands-on IT support for local office.

3. IT System Maintenance and Monitoring: 

Includes (but are not limited to) the following tasks:

• Conduct ongoing monitoring of the IT environment to ensure high availability, security, and consistent operation of services.
• Lead and manage system upgrades and maintenance initiatives, collaborating with vendors to ensure optimal outcomes.
• Oversee IT security measures, addressing risks and mitigating potential threats in alignment with industry best practices.

4. Training and Development:

Includes (but are not limited to) the following tasks:

• Provide IT training for staff at all levels, ensuring effective and efficient utilization of the IT environment.
• Develop and disseminate best practices for IT policy adherence, including data security measures and operational procedures.
• Conduct workshops and training sessions to improve staff productivity and compliance with IT protocols.

5. Process Improvement and Innovation:

Includes (but are not limited to) the following tasks:

• Engage in continuous assessment of IT services and recommend innovative improvements to enhance service delivery.
• Share insights and contribute to developing and implementing new IT processes and procedures that align with business efficiency goals.
• Collaborate cross-functionally to identify opportunities for new products and solutions that accommodate changing business needs.

6. Incident and Issue Management:

Includes (but are not limited to) the following tasks:

• Provide timely support in the event of Business Continuity Planning (BCP) activations or significant system issues, ensuring minimal downtime.
• Take ownership of out-of-hours support when necessary, maintaining communication until issue resolution.
• Diligently track and document incidents, including root cause analysis and follow-up actions.

7. Cross-Functional Collaboration:

Includes (but are not limited to) the following tasks:

• Partner with operations, business users, project managers, and implementation teams to deliver seamless solutions.
• Maintain awareness of industry trends, regulatory changes, and emerging technologies that impact business processes.
• Work proactively to align IT support strategies with broader business goals and customer needs.
  

8. Risk and Compliance Responsibilities:

Includes (but are not limited to) the following tasks:

• Policy Implementation: Help implement compliance policies at the operational level.
• Monitoring Tools: Utilize tools to monitor compliance with internal controls and regulatory requirements.
• Compliance Culture - Working in tandem with the groups Head of Compliance and Governance to instill a culture that is centered around good governance and compliance.
• Reporting: Assist in preparing compliance reports for management review.
• Issue Tracking: Track and manage compliance-related issues and follow up on resolutions.
• Communication: Communicate compliance requirements effectively within the team.

Strategic Expectations

• Share insights to enable development of new processes and procedures that will create business efficiency and support delivery of client excellence in service.
• Maintain awareness of industry, regulatory, jurisdictional, and other trends that could affect the business.
• Contribute to the creation, development and implementation of new products and solutions to accommodate the businesses continuous changing needs.
• Collaborate cross-functionally with operations staff, business users, project, and implementation managers to achieve desired and elegant solutions.

Required Skills & Experience

Are you getting excited? We are! Before we get too carried away, there are a few requirements you’ll need to check off before you can apply for the position:

• Minimum of 10 years’ experience in IT roles.
• People management skills, including time and goal setting management.
• Strong hands-on experience with Microsoft Azure, Entra and 365 administration.
• Strong practical understanding of Microsoft Security, Defender and Endpoint best practice, implementation and management,
• Experience with SQL and database administration, management and support advantageous.
• Microsoft certifications in Azure, SQL, Windows 365, Defender & Intune desirable.
• Strong proficiency with Microsoft Office 365 tools and applications, particularly Excel.
• Proven experience providing IT support services to internal users and external clients.
• Excellent communication skills, both written and spoken English.
• Strong Technical documentation skills – support guides, policies and procedures, architectural and network diagraming.
• Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Additional IT certifications and training will be advantageous.
• Previous experience within the hedge or private equity fund administration industry.