Fortress Investment Group LLC is a leading, highly diversified global investment manager with approximately $54.2 billion assets under management as of September 30, 2021. Founded in 1998, Fortress manages assets on behalf of approximately 1,800 institutional clients and private investors worldwide across a range of credit and real estate, private equity and permanent capital investment strategies. Investment performance is our cornerstone - we strive to generate strong risk adjusted returns for our investors over the long term. For additional information on Fortress, please visit www.fortress.com.

About the position

Fortress Investment Group is seeking a highly motivated Help Desk Manager to ensure that IT service excellence is delivered to the internal customers of the firm. The successful candidate should be a highly effective communicator and a hands-on technical leader. The ideal candidate will also take ownership of issues from beginning to end and be able to work in a dynamic and rapidly changing work environment.

The Help Desk Manager will report to the IT Support Manager and will manage a team of six (6) on-site and remote IT Help Desk consultants. The position is based in New York. We are seeking an individual consistently displaying the following behaviors, that can additionally, inspire the same in their team:

• A love for supporting customers’ technical needs and providing technical solutions.
• Ability to leverage strong interpersonal skills and solid communication skills to rapidly contribute to both providing and implementing solutions and fixes for our customers’ technical needs.
• Will own the customer experience, not just the ticket request.
• Proactive and has a burning passion for providing great customer service and bringing order and predictability to the technical support world.
• Avoid user downtime, making technology an enabler for our customers and maximizing our customers’ ability to stay productive.
• Has a natural instinct to coach their own team, to partner with the wider IT team to provide solutions that will prevent future incoming help requests so the support team can focus on adding value to users in other ways.

The position requires broad skills in L1-L3 Service Desk operations, technical project management and strong organization and coordination skills to appropriately manage the competing work streams and customer priorities. Previous computer engineering background is a strong differentiator.