Janus Henderson Investors
Sr IT Service Desk Specialist
Why work for us?

A career at Janus Henderson is more than a job, it’s about investing in a brighter future together .

Our Mission at Janus Henderson is to help clients define and achieve superior financial outcomes through differentiated insights, disciplined investments, and world-class service. We will do this by protecting and growing our core business, amplifying our strengths and diversifying where we have the right.

Our Values are key to driving our success, and are at the heart of everything we do:

Clients Come First - Always | Execution Supersedes Intention | Together We Win | Diversity Improves Results | Truth Builds Trust

If our mission, values, and purpose align with your own, we would love to hear from you!

Your opportunity

 Provide Global support for all JHI employees (US, EMEA, APAC)  Acting as Tier 2 support specialist for the Global Service Desk T1 team while tackling complex issues / problems  Escalation point and liaison between Global Service Desk and Tier 3 support teams  Perform Vendor Management duties requiring collaboration with 3rd party vendors outside of the company such as Dell to troubleshoot/fix hardware problems with company equipment  Overseeing escalation of Incidents and ensuring tickets are escalated appropriately and in a timely manner meeting SLAs  Partner with T3 teams to perform root cause analysis on raised problem tickets  Take lead in ticket trending analysis and creating Knowledge base articles and communications to Service Desk teams as well as T3 and leadership  Performing regular quality checks on WIP(Work in Progress) tickets which are being worked within the T1 Service Desk team members and providing feedback to the team via appropriate channels  Help mentor, coach and educate Tier 1 Service Desk team members  Act as a point of contact for Incidents and Service Requests for end-users  Answering all telephone calls, emails, and walk-ups to the Service Desk  Resolving and escalating Incidents and Service Requests within agreed SLAs  Manage and ensure On/Off-Boarding processes are carried through for JHI employees  Conduct New Joiner IT induction alongside user training on internal applications as required for new employee orientation  Assist with creating, updating, and maintaining support documentation for internal teams  Hardware maintenance tasks (Hardware refresh, laptop build, profiling, re-builds)  iPhone/iPad support and maintenance tasks (set-up, configure, deploy)  Maintain and own process of asset-tracking information in ServiceNow  Participate in on-call rotation for after hours support  Carry out additional duties as assigned 


What to expect when you join our firm

 Hybrid working and reasonable accommodations  Generous Holiday policies  Paid volunteer time to step away from your desk and into the community  Support to grow through professional development courses, tuition/qualification reimbursement and more  All-inclusive approach to Diversity, Equity and Inclusion  Maternal/paternal leave benefits and family services  Complimentary subscription to Headspace – the mindfulness app  Corporate membership to ClassPass and other health and well-being benefits  Unique employee events and programs including a 14er challenge  Complimentary beverages, snacks and all employee Happy Hours 


Must have skills

 3+ years in an IT Service Desk support role  Knowledge of Windows 10/11 and Office 365 applications  Knowledge of desktop and laptop hardware (Dell, MAC)  Strong communication and interpersonal skills  Ability to provide tier 1 and tier 2 technical support  Leadership skills for assisting with coaching, training of the Tier 1 support teams  Excellent problem solving, capable of working to deadlines, high level of attention to detail and have a keen desire to learn and progress 


Nice to have skills

 Experience with ServiceNow  Experience with Nexthink  Intune  Windows 11  An understanding of ITIL and best practices 


Potential for growth

 Mentoring  Leadership development programs  Regular training  Career development services  Continuing education courses 


You will be expected to understand the regulatory obligations of the firm, and abide by the regulated entity requirements and JHI policies applicable for your role.

At Janus Henderson Investors we’re committed to an inclusive and supportive environment. We believe diversity improves results and we welcome applications from all backgrounds. Don’t worry if you don’t think you tick every box, we still want to hear from you! We understand everyone has different commitments and while we can’t accommodate every flexible working request we’re happy to be asked about work flexibility and our hybrid working environment. If you need any reasonable accommodations during our recruitment process, please get in touch and let us know at

Compensation information

The base salary range for this position is $60,000 - $70,000. This range is estimated for this role. Actual pay may be different.

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Annual Bonus Opportunity: Position is eligible to receive an annual discretionary bonus award from the profit pool. The profit pool is funded based on Company profits. Individual bonuses are determined based on Company, department, team and individual performance.

Benefits: Janus Henderson is committed to offering a comprehensive total rewards package to eligible employees that includes; competitive compensation, pension/retirement plans, and various health, wellbeing and lifestyle benefits. To learn more about our offerings please visit the Why Join Us section on the career page

Janus Henderson Investors is an equal opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Janus Henderson (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses where not supported by an employee’s job functions (as determined by Janus Henderson at its sole discretion).

You should be willing to adhere to the provisions of our Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities. Applicants’ past political contributions or activity may impact applicants’ eligibility for this position.

You will be expected to understand the regulatory obligations of the firm, and abide by the regulated entity requirements and JHI policies applicable for your role.


Denver, CO