Senior IT Operations Analyst

Job Description:

Overview:

We don't simply hire employees. We invest in them. When you work at Chatham, we empower you - offering professional development opportunities to help you grow in your career, no matter if you've been here for five months or 15 years. Chatham has worked hard to create a distinct work environment that values people, teamwork, integrity, and client service. You will have immediate opportunities to partner with talented subject matter experts, work on complex projects, and contribute to the value Chatham delivers every day.

Summary:

The IT Operations Administrator will join Chatham's IT Operations Team, the central hub for end-user technology support across the firm's global organization. Partnering closely with Desktop Services, Infrastructure, Digital Workplace, and Information Security teams, this role serves as a senior technical resource responsible for delivering exceptional support, mentoring junior team members, and driving operational excellence. The primary objective of this role is to resolve complex technical issues, enhance IT service delivery through ownership of the ITSM platform, and elevate the effectiveness of the broader IT Operations team through leadership, guidance, and continuous improvement initiatives.

• Serve as a primary point of contact for inbound technical support requests via phone, secure chat, walk-up interactions, and email.
• Utilize advanced troubleshooting and diagnostic techniques to identify root causes and resolve technical issues efficiently.
• Take ownership of complex and escalated support tickets, coordinating across technology teams to drive timely resolution.
• Build trust with end users by providing exceptional customer service and clear communication throughout the support process.
• Identify recurring issues and trends, sharing insights with leadership to improve IT services, operations, and policies.
• Document all end-user interactions, troubleshooting activities, and resolutions in accordance with established standards.
• Own the administration, maintenance, and continuous improvement of Chatham's IT service management (ITSM) platform.
• Manage ticket workflows, reporting, data integrity, knowledge base content, and overall ITSM effectiveness.
• Administer systems related to user account management, hardware inventory, software procurement, and related operational processes.
• Conduct audits to ensure ticket quality, system accuracy, and compliance with IT operational standards.
• Deliver meaningful operational reporting and insights to IT leadership.
• Mentor and coach IT Operations Analysts, helping develop their technical skills, troubleshooting capabilities, and professional growth.
• Provide guidance on escalation decisions and complex support scenarios.
• Contribute to knowledge management initiatives, team training efforts, and process improvements that strengthen team performance.

• Serve as a senior technical leader within IT Operations, helping ensure employees receive timely and effective support.
• Resolve complex end-user issues that require advanced troubleshooting and cross-functional collaboration.
• Strengthen the capabilities of the IT Operations team through mentorship, coaching, and knowledge sharing.
• Drive operational excellence through ownership and optimization of the ITSM platform.
• Improve service quality and organizational efficiency by identifying trends, root causes, and opportunities for continuous improvement.
• Provide leadership with actionable operational data and insights that support informed decision-making.
• Partner closely with Desktop Services, Infrastructure, Digital Workplace, Information Security, and other technology stakeholders to ensure successful outcomes.
• Help maintain a reliable technology environment that enables Chatham employees to serve clients effectively and efficiently.

• CompTIA A+ certification or equivalent demonstrated experience in an IT support environment.
• Proven experience resolving complex technical issues independently with minimal supervision.
• Strong proficiency with Microsoft Active Directory and PowerShell scripting.
• Advanced working knowledge of Microsoft 365 and Microsoft Office applications.
• Excellent verbal and written communication skills, with the ability to tailor messaging to technical and non-technical audiences.
• Demonstrated experience mentoring, coaching, or developing colleagues in a professional setting.
• Strong analytical, organizational, and time management skills.
• Ability to manage multiple competing priorities in a fast-paced environment.
• Comfort working on-site in a collaborative office environment.
• Availability to participate in a rotating after-hours on-call schedule.
• Experience administering an ITSM platform such as Freshservice, ServiceNow, or Jira Service Management preferred.
• Familiarity with networking fundamentals and information security concepts preferred.
• Experience with enterprise endpoint management tools preferred.
• Demonstrated success leading process improvement, automation, or operational efficiency initiatives preferred.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred, or equivalent combination of education and experience.
• Service-oriented mindset with a strong commitment to helping others succeed.
• Collaborative leadership style with the ability to elevate team performance and foster a positive culture.
• Strong accountability, composure, and sound judgment in complex situations.

About Chatham Financial:

Chatham Financial is the leading independent capital markets advisor, delivering an integrated blend of expert advice and powerful technology to help you reduce risk and seize opportunity. With decades of capital markets strategy, execution, monitoring, and performance expertise, we serve as an unwavering advocate for your best interests and your innovation partner. Our technology platform unifies data across assets, debt, and derivatives, giving you unmatched agility, transparency, and insight.

It's clear ahead.

Our commitment is to carry that light forward in every partnership, every solution, and every market we serve.

We help guide the way-giving clients the insight and momentum to move forward with confidence, no matter what lies ahead.