Desktop Support Manager

Please Do Not Apply if you do not live in NYC Metro Area/Have not managed a Global Team

Job Description

We are seeking a highly skilled Vice President to lead our Global Deskside Support Team and IT Service Delivery teams to ensure an exceptional end user service. The ideal candidate will have 7-10 years of relevant experience with strong people management skills.

The ideal candidate for this role will possess the following attributes.

• Leadership – candidate can lead and motivate a global team to drive consistent results and deliver on an exceptional end user experience.
• Accountability – candidate has a sense of ownership when troubleshooting a problem or owning program delivery and will see things through to completion.
• Professionalism - candidate maintains composure and integrity managing the teams and ensuring timely support to end users.
• Detail Oriented – candidate takes the time to listen and understand the issue and works with the appropriate teams to resolve.
• Innovation – candidate will use their experience to bring new ideas and improvements, the ability to question current processes and to drive efficiency
• Broad technical skillset – candidate must be able to articulately discuss technology at the enterprise level, understanding how Security, Network, Desktops, Voice etc., function and interact together.
• Managed Services – Candidate will have experience managing a 3rd party service, understanding and owning the creation of RFP’s and SOW’s etc.

Responsibilities:

• Team Leadership
• Lead the Global Deskside support teams, providing guidance, coaching, and mentoring to all team members.
• Enforce consistency in the way the team provides support globally.
• Provide clear guidance, set performance expectations.
• Conduct regular performance evaluations and feedback sessions.
• Identify skills gaps and create a training and development plan to upskill the team.
• Foster a collaborative team culture promoting effective communication and knowledge sharing among internal and external teams within technology services.
• Relationship Management
• Regularly interface with internal stakeholders (at all levels) to understand technology needs and gaps.
• Build effective relationships with relevant third-party vendors to ensure successful and effective alignment of TS Service capabilities to our business needs, demands and strategies.
• Align with internal technology leads to understand how service delivery is providing effective governance for their vendors, as well as understand how the deskside team can ensure end users are being supported and informed correctly on respective technology change.
• Service delivery
• Ensure effective delivery of technology support to end users.
• Oversee the service delivery functions including governance, end user engagement, service transition, and performance management
• Support continuous improvement through identification and implementation of opportunities to improve service performance
• Support all audit, regulatory and compliance requirements
• Measure delivery and effectiveness of end user support.
• Define and monitor key performance indicators (KPIs) to assess the team’s performance, productivity, and the quality of service.
• Vendor Management – Oversee relationships with third party service providers where applicable to ensure that all issues are addressed, and the service levels are met.
• Process development – Ensure the team develops, documents, and maintains deskside support procedures and ensure all processes are complied with.
• Occasional business travel, night or weekend work may be required.

Company Requirements:

Technical Skills

• Knowledge of ITIL and other IT Service management frameworks
• Proficiency with ServiceNow
• Knowledge of the following technologies:
• Windows operating systems and the ability to troubleshoot and resolve desktop related issues.
• Familiarity with mobile device management (MDM) solutions for Mobile Phones (iOS/Android OS)
• Microsoft Office (O365)
• Teams voice
• AV/Video conferencing technologies
• Internet Browsers
• Local Account Management
• Installs and removals, Registry, Command line, Service management systems and System Management Tools
• Multi Factor Authentication
• Cisco VPN
• Knowledge of the following hardware:
• Desktop / Laptop
• Mobile devices (iPad/iPhone, Android phones/devices
• Printers
• Cisco Video Conferencing equipment

Experience

• Bachelor’s degree in computer science, business computing, or a related field, or equivalent combination of education, certification, and experience.
• 10-15 years of experience in IT support, with a minimum of 7 years in a leadership/management role.
• Experience managing large cross regional teams.
• Experience with financial services, with front office support a plus
• Experience managing a service delivery technology function
• Strong people management skills including team leadership, coaching and performance management.
• Proven experience in developing and nurturing teams and fostering a collaborative and growth mindset environment.
• Strong and effective customer relationship management skills and process/practice experience
• Experience working with third-party service provider service delivery execution and business governance.
• Understands the importance and is vigilant with Cybersecurity matters.
• Detailed oriented, self-motivated, and resourceful with the ability to work independently, as well as in a team environment.
• Has strong business acumen with an understanding of the link between business need and IT operations.
• A proven track record in working with multiple initiatives at the same time and have a proactive approach to problem solving and coordination.
• Ability to adapt in a dynamic environment and work under tight deadlines.
• Excellent verbal and written communication skills are essential to this role.