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.
WHY CHATHAM
We don’t simply hire employees — we invest in them. When you join Chatham, you are empowered with professional development opportunities designed to help you grow at every stage of your career, whether you’ve been here five months or fifteen years. You will have immediate opportunities to partner with talented subject-matter experts, contribute to complex projects, and deliver the kind of value our clients depend on every day.
ABOUT THE TEAM
The IT Operations Team serves as the first point of contact for all technical issues across Chatham’s global organization. We partner closely with the Desktop Services, Infrastructure, Digital Workplace, and InfoSec teams to ensure that every end-user technical issue is resolved thoroughly and without delay. Our reach spans five continents, and the work we do every day keeps Chatham’s people productive and connected.
ROLE OVERVIEW
The IT Operations Administrator is a senior-level role within the IT Operations Team. In addition to handling a full scope of end-user support responsibilities, the Administrator serves as a technical leader and mentor for junior analysts, owns the administration and continuous improvement of Chatham’s ITSM platform, and acts as a key liaison between front-line support and senior IT stakeholders. This role demands a high degree of technical proficiency, sound judgment under pressure, and a genuine commitment to service excellence.
KEY RESPONSIBILITIES
End-User Support & Service Delivery
Serve as a primary point of contact for inbound technical inquiries via phone, secure chat, walk-up, and email, ensuring every interaction reflects Chatham’s commitment to world-class service.
Apply advanced conversational and diagnostic techniques to rapidly identify root causes, build end-user trust, and resolve issues at first contact whenever possible.
Take full ownership of complex or escalated tickets, coordinating across IT teams to drive issues to complete resolution.
Proactively identify patterns in inbound inquiries and share insights with management to drive systemic improvements to IT services, operations, and policies.
Document all end-user correspondence and technical actions clearly, concisely, and in accordance with established standards.
Administration & Systems Ownership
Manage end-to-end IT administration for the Chennai location, including IT asset management, user provisioning, hardware and software support, vendor coordination, and workplace technology operations.
Own the administration and ongoing improvement of Chatham’s ITSM solution, including ticket workflows, data integrity, reporting, and knowledge base content.
Administer end-user account management, hardware inventory, software procurement, and related systems.
Conduct regular audits to validate ticket data accuracy and overall ITSM hygiene.
Deliver timely, accurate, and actionable operational data to IT leadership as needed.
Mentorship & Team Development
Serve as a primary resource and mentor for IT Operations Analysts, actively advancing their technical knowledge, troubleshooting skills, and professional development.
Provide guidance on escalation decisions and help analysts build confidence in handling complex support scenarios.
Contribute to knowledge base development and team training initiatives to continuously raise the team’s capability baseline.
YOUR IMPACT
As an IT Operations Administrator, you are both a practitioner and a force multiplier. Your technical depth enables you to resolve the most complex end-user issues the team encounters, while your mentorship directly elevates the effectiveness of the analysts around you. Your ownership of the ITSM platform ensures the team operates on a reliable, accurate foundation — and your insights into root-cause trends help leadership make better decisions for Chatham’s people and systems.
QUALIFICATIONS & COMPETENCIES
Required
CompTIA A+ certification or equivalent demonstrated experience in an IT support role
Proficiency with Microsoft Active Directory and PowerShell scripting
Strong working knowledge of Microsoft 365 / Office suite
Proven ability to resolve complex technical issues independently, with sound judgment and minimal supervision
Excellent verbal and written communication skills, including the ability to adapt messaging for technical and non-technical audiences
Demonstrated ability to mentor or coach peers in a professional environment
Ability to perform effectively under pressure, managing competing priorities in a fast-paced environment
Strong organizational and time management skills; ability to shift fluidly between concurrent tasks
Comfortable working on-site in an open office environment
Availability to participate in rotating after-hours on-call schedule (one week at a time)
Preferred
Experience administering an ITSM platform (e.g., Freshservice, ServiceNow, Jira Service Management)
Familiarity with networking fundamentals and/or information security concepts
Experience with enterprise endpoint management tooling
Track record of process improvement or automation initiatives in a support context
PERSONAL ATTRIBUTES
Genuinely service-oriented — you care about the people you’re helping, not just closing tickets
Analytical and pattern-oriented — you see signal in the noise and act on it
Accountable and self-driven — you take ownership without being asked
Collaborative — you make the people around you better
Composed — you perform at your best when things get complicated
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.
