End User Services Americas Manager

Millennium is a global, diversified alternative investment firm, founded in 1989. Defined by evolution, innovation and focus, Millennium’s mission is to deliver results for our investors.

Our people are empowered with both independence and support: the autonomy to pursue ideas with conviction and the backing of a global network committed to collaboration, disciplined risk management and continuous learning. With opportunities to deepen expertise and accelerate development, talent at Millennium is equipped to adapt, evolve and build lasting impact over time. Discover how transformative growth accelerates impact.

Core to the health and growth of our business, Millennium’s Information Technology organization builds the flexible, scalable platforms and advanced proprietary systems that support the firm’s active, multi-manager model. Within this organization, the End User Services team supports employees across the region through high-quality technical support, client deployment, and trade floor services. The team partners closely with business, trading, and technology stakeholders to deliver responsive, reliable service in a fast-paced environment.

• Lead the regional End User Services operating model across Trade Floor Support, Technical Support, and Client Deployment, directing the managers responsible for each function, setting clear expectations, balancing workloads, and driving accountability for service quality and execution.
• Translate global IT strategy into regional priorities, operating plans, and a clearly sequenced book of work; make timely resource and priority trade-offs based on business impact, risk, urgency, and team capacity.
• Oversee high-quality, professional end-user support across the region while optimizing coverage, workflows, handoffs, and operating processes across all three functions to improve customer experience, resilience, and operational discipline.
• Build strong relationships with executives, trading staff, business leaders, and technology stakeholders; proactively communicate priorities, risks, incidents, and improvement plans, and manage expectations during time-sensitive situations.
• Act as the primary senior escalation point for regional End User Services, leading major incidents and complex cross-team issues, making rapid decisions with incomplete information, and ensuring clear executive-level communication through resolution and follow-up.
• Coordinate with global End User Services and technology leaders to align standards, service ownership, change activity, coverage, and cross-region incident response while adapting regional execution quickly as business needs evolve.
• Own Service Now workflows, service reporting, KPI dashboards, SLA and OLA tracking, and trend analysis; use operational data and user feedback to strengthen accountability, identify recurring issues, and deliver measurable service improvements.
• Drive operational optimization through process automation, self-service, knowledge management, and AI-enabled tools, while developing managers and teams through mentoring, coaching, goal setting, succession planning, and formal performance evaluations.

• 10+ years of progressive technical support experience in a financial institution, preferably within a hedge fund or large financial technology environment, including significant leadership accountability across multiple end-user service functions.
• Proven experience managing support managers and geographically or functionally distributed teams, handling senior escalations, and supporting business-critical environments such as trading floors or other high- pressure financial services operations.
• Demonstrated ability to lead…