Systems Support Engineering (SSE) Manager

New York, New York, United States

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Systems Engineering at Two Sigma

The Systems Engineering group at Two Sigma designs and builds the complex and compelling infrastructure that makes what we do possible.

Our engineers are collaborators in designing end-to-end solutions. They are actively involved in bringing our ideas to life. They collaborate across departments to engineer systems that address the richness of the problems we solve, as well as the diversity of challenges.

We keep the organization at the forefront of cutting-edge hardware. We design our networks to scale massively, so our formidable computing power can be brought to bear as we tackle the next generation of data analysis. We are not afraid to invest in deep infrastructure – thousands of computers communicating across lightning-fast networks actively engaged in discovery and analysis, driving the industry forward. We have talented, passionate individuals who build and maintain what exists today, and invent tomorrow.

Systems Support Engineering (SSE) Manager

Systems Support Engineering (SSE) team is responsible for first line support of users, workstations, servers, networks, and applications. The SSE manager is responsible for building dynamic, energetic, and driven teams focusing on delivering these first line support services across the enterprise and maintaining a steady stream of projects for the teams to deliver. As a manager, you’ll be challenged to:

  • Develop, guide, and implement the strategy for building and growing the SSE team which consists of remote locations.

  • Hire quality support engineers that will support a Windows, Linux, and virtualized environment.

  • Develop staff and build out a growing portfolio of standardized product support while developing their technical knowledge.

  • Ownership of change management, incident management, and problem management using ITIL frameworks for the teams support processes.

  • Understanding and background in strategizing and deploying enterprise solutions and implementing support processes for product(s).

  • Managing a project portfolio to allocate the proper resources for enhancements across the organization.

  • Build onboarding methodologies for additional support responsibilities.

  • Broad knowledge in supporting build outs and moves internally.

Requirements include:

  • Experience managing a fast paced technology support organization with a diverse leadership background of managing multiple teams both physically and virtually across the globe.

  • Broad understanding of all aspects of systems engineering including Active Directory, Windows, Windows and Linux servers, software deployment, VPN, networks, and security.

  • Thorough knowledge and understanding of inventory management and Mobile Device Management.

  • Excellent leadership skills and the ability to run, build, develop, and motivate highly talented teams of support engineers.

  • Keen understanding of customer service and relationship management, and ease in communicating all technical and business functions.

  • Ability to effectively collaborate with senior technology managers across the firm.

  • Experience in using ticketing systems, tracking team workload, and time spent. Build off of this into metrics based reporting such as SLA’s and KPI’s.

  • Competent decision-making skills and excellent analytics abilities to show the basis for the decisions and utilization of teams.

  • Project management skills to develop a plan of execution with the necessary resources and teams from local to enterprise level projects.

Minimum qualifications:

  • BA or BS in Engineering or Computer Science

  • 5 years of experience in Systems Engineering or Systems Support Engineering in dynamic, fast-paced environments

  • 3 years of management and leadership experience