Support Manager

About Hazeltree Fund Services Inc.

Hazeltree is a leading provider of integrated treasury management solutions and services for investment managers, hedge funds, and asset managers. Our innovative platform offers cash management, liquidity management, collateral optimization, and margin management tools, enabling clients to enhance operational efficiency, reduce risks, and improve returns. With a global presence, Hazeltree is committed to delivering exceptional value and cutting-edge technology solutions to the financial services industry.

About the role

Hazeltree is hiring a Support Manager in New York to lead the US Client Support team for our treasury, cash management and collateral platform. The role reports to the Senior Director, Support, and serves hedge funds, private equity firms, fund administrators and their banks and prime brokers.

It is a hands-on role: you manage the team and SLAs, and personally handle escalations on SWIFT and ISO 20022 payments, bank and broker connectivity, data feed issues and production incidents. Based in the New York office, on-site, with one late shift a month until 7:30 pm ET.

What you will do

• Lead the US Client Support team: hiring, coaching, queue and workload management, shift rotation.
• Own the US Zendesk queue: triage, SLA compliance, escalation to Development, Data Services and Infrastructure.
• Senior escalation point for payment failures (SWIFT MT, pacs.008, pain.001, camt.05x), bank and broker connectivity (SFTP, SSH/PGP keys, certificates, API credentials) and data feed issues.
• Run production incidents end to end: recovery, client communication, root cause analysis, post-incident review.
• Investigate in SQL Server and application logs; write and safely apply data-fix scripts.
• Coordinate environment work with Infrastructure: upgrades, PROD-to-UAT refreshes, IIS and service restarts, monitoring alerts.
• Run user access operations (provisioning, Duo MFA, SAML/SSO, SCIM) and build macros, self-service and L1 processes to reduce the load on senior engineers.
• Escalate to banks, brokers, SWIFT service bureau and fund administrators on clients' behalf.
• Take part in change management (CAB) and the weekly Incident Management Review; maintain runbooks and knowledge base.

What we are looking for

Experience

• 5+ years in application, trading or production support at a buy-side firm, fund administrator or financial technology vendor, including 2+ years managing a team with responsibility for people, queues and SLAs.
• Supported institutional users and their counterparties: portfolio managers, treasury and operations teams, banks, prime brokers and administrators.
• Worked in environments with hard daily deadlines such as payment cut-offs, market open or end-of-day reporting.
• Worked across teams (Development, Infrastructure, Product, Account Management) and dealt with vendors and third parties directly.
• Took part in client-facing upgrades or migrations (platform upgrades, ISO 20022, SSO, bank connectivity) and set up support processes: triage, on-call, runbooks, knowledge base.
• Reduced repeat incidents in a previous role through better monitoring and clearer escalation, with results that can be shown in numbers.
• Ran client-facing incidents and wrote root cause analyses that client IT and operations teams accepted.

Technical

• Payments: SWIFT MT (MT101/MT103) and ISO 20022 (pacs.008, pain.001, camt.052/053); able to read a message and locate a rejection.
• Connectivity: SFTP, SSH and PGP keys, certificate and API credential renewals, host-to-host bank connections.
• SQL Server / T-SQL: investigative queries and data-fix scripts, with sound judgement on production risk.
• Windows server operations: IIS, Windows services, application logs, monitoring (LogicMonitor or similar).
• Environment management: version upgrades, PROD-to-UAT copies, configuration across client environments.
• Identity and access: Duo MFA, SAML/SSO, SCIM.
• Zendesk or similar: views, triggers, macros, SLA reporting.
• Data feeds: can read an ETL spec and file layout and brief Data Services precisely.

Team leadership

• Develops people: coaches engineers on real tickets, sets a clear standard for client communication and technical work, and grows a successor.
• Improves how the team works: moves it from reacting to tickets to working to a defined process with metrics, and gets the team on board.
• Owns priorities and can say no, or not yet, to clients and colleagues with a reason they accept.
• Keeps work in the queue: handles direct requests to individual engineers without damaging relationships.
• Stays calm and precise under pressure from clients during incidents and failed payments.
• Reports upward regularly: weekly metrics, risks, where help is needed.
• Works well with the Hong Kong and UK teams across time zones, with clean handovers.
• Turns repeat tickets into runbooks, macros and first-line handling.

Nice to have

• Reading C# and navigating Git when working with Development.
• SSRS / Report Designer reports and scheduling.
• Prime brokerage and ISDA/repo collateral and margin knowledge.
• Bank channels such as CitiConnect, J.P. Morgan Access, BofA CashPro or a SWIFT service bureau.
• Azure DevOps or similar for escalations to Development.

Hours and coverage

Standard hours are 8:00 am to 5:00 pm ET, Monday to Friday, on-site in the New York office. Once a month the manager covers the late shift until 7:30 pm ET, including queue monitoring through US payment cut-offs.

How to Apply

Interested candidates are encouraged to submit their resume and a cover letter detailing their qualifications and experience to Human Resources (View email address on click.appcast.io. Please include "Support Manager – [Your Name]" in the subject line.

We are unable to consider candidates who require sponsorship or visa-related support, now or in the future. Hazeltree Fund Services Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.