ISM Coordinator

Job Description:
The ISM Coordinator manages the day-to-day activities of the ISM Technicians and report to the regional Infrastructure Service Management Lead.. The job entails sitting as well as working at a
computer for extended periods of time. You should be able to communicate by telephone, email or face to face. You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued. This is a challenging role that provides extensive opportunities for learning new technologies, making new contacts
throughout IT globally, influencing the way the IT department operates, and interfacing closely with senior IT Management.

Required Qualifications:

•  The candidate must be located within commuting distance of New York City or willing to relocate to the area as this is an onsite role.
•  You are expected to travel to the office locations in the New York metro area and occasionally to service delivery locations.
•  Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty instead of every year of education
•  3+ years of IT Support experience with a Financial Services or Brokerage Firm.
•  Ability to multitask in a high-paced and demanding environment.
•  Proven experience of adherence to detailed processes.
•  Self-motivated personality with a high level of attention to detail.
•  Wide range of experience in technology, preferably in the financial or banking industry.

Primary Responsibilities:

• Manage daily workload of the ISM technicians. Follow firm policies and procedures.
• Serve as point of escalation for issues
• Dispatch ticket management using ServiceNow for queue monitoring, including quality checks, aged ticket remediation, and escalation as required.
• Act as central point of contact for Suppliers
• Knowledge Management Process – review and validate technical solutions; also provide feedback to improve the knowledge repository and maintain knowledge articles. Coordinate key hardware initiatives.
• Perform hardware inventory management, ensuring stock levels are constantly monitored.
• Hardware ordering and receipt through internal ordering system.
• Manage client expectations
• Coordinate ISM projects in line with firm policies

Contract Type
● Independent Contractor (1099)