What are the responsibilities and job description for the Director, Technology Support Services position at Mariner?
Job Description
The Director, Technology Support Services oversees daily Technology support operations, ensuring efficient issue resolution and high-quality user support. This role manages a team, handles escalations, maintains service levels, and improves processes for better efficiency. Responsibilities include technical troubleshooting, knowledge management, vendor coordination, and cross-department collaboration. Strong leadership, technical expertise, and problem-solving skills are essential to drive continuous improvement and support business needs.
Responsibilities
About Us
Mariner is a privately held national financial services firm equipped with the experience to meet your modern wealth needs. Our advisors have access to in-house expertise covering everything from tax, estate, trust, and insurance to investment banking and valuation, so they can maximize time spent creating unified wealth plans with clients. By opening more windows of wealth, we can create opportunities to positively impact the lives of many. With this purpose, we intend to raise the bar for the entire industry. Founded in 2006 with $300 million in assets under advisement, Mariner and its affiliates now advise on over $560 billion in assets as of 1/3/25. Figures include assets from Cardinal Investment Advisors, currently undergoing acquisition by Mariner Institutional and slated to operationally close by 3/31/2025. Learn more at www.mariner.com .
About The Team
Our culture of belonging is our most valuable asset and what makes growth and innovation possible. Your unique abilities are a vital part of what makes us Mariner and we are committed to accelerating your access to excellence.
The Director, Technology Support Services oversees daily Technology support operations, ensuring efficient issue resolution and high-quality user support. This role manages a team, handles escalations, maintains service levels, and improves processes for better efficiency. Responsibilities include technical troubleshooting, knowledge management, vendor coordination, and cross-department collaboration. Strong leadership, technical expertise, and problem-solving skills are essential to drive continuous improvement and support business needs.
Responsibilities
- Lead and supervise the Service Desk team, ensuring effective operations and staff development.
- Manage incident and request handling, prioritizing and resolving issues efficiently.
- Monitor service levels and ensure compliance with established performance standards.
- Handle escalations and problem resolution, coordinating with appropriate teams as needed to bring issues to a timely resolution.
- Maintain user support and satisfaction through clear communication and efficient, timely issue resolution.
- Oversee knowledge management, including maintaining the Service Desk knowledge base.
- Manage vendor relationships and tool administration in support of Service Desk operations.
- Analyze performance metrics and generate reports to track efficiency and service quality.
- Plan and manage the Service Desk schedules, projects and resource allocation.
- Collaborate with other departments to address and resolve technical issues.
- Work with internal and external technical resources to support troubleshooting and process improvements.
- Facilitate technical onboarding and offboarding processes.
- Conduct recurring one-on-one meetings with Service Desk staff and perform annual employee reviews.
- Identify workflow inefficiencies and implement improvements for productivity.
- Determine best practices and remove roadblocks for the team.
- Provide direct technical support and serve as a resource for technology associates in troubleshooting.
- Deliver high-quality customer support through various channels, including phone, chat, service requests, and walk-ins.
- Ensure proactive issue resolution to prevent recurring technical problems.
- BS Degree will be preferred
- A minimum of 4 – 6 years of experience working in a managerial or director role overseeing a technology service team
- Leadership experience, including team supervision and performance management.
- Network, PC, Mac, Cloud troubleshooting background
- Experience in Service Desk operations, incident management, and technical support.
- Strong knowledge of software, hardware, and system integrations.
- Ability to manage and prioritize multiple support channels and requests.
- Experience in process improvement and workflow optimization.
- Excellent writing and communication skills for interacting with users, technical teams, and vendors.
- Ability to leverage available resources to identify and resolve issues.
- High levels of adaptability to work and thrive in a fast paced work environment.
- Flexibility to travel on an as-needed basis (a few times a year).
About Us
Mariner is a privately held national financial services firm equipped with the experience to meet your modern wealth needs. Our advisors have access to in-house expertise covering everything from tax, estate, trust, and insurance to investment banking and valuation, so they can maximize time spent creating unified wealth plans with clients. By opening more windows of wealth, we can create opportunities to positively impact the lives of many. With this purpose, we intend to raise the bar for the entire industry. Founded in 2006 with $300 million in assets under advisement, Mariner and its affiliates now advise on over $560 billion in assets as of 1/3/25. Figures include assets from Cardinal Investment Advisors, currently undergoing acquisition by Mariner Institutional and slated to operationally close by 3/31/2025. Learn more at www.mariner.com .
About The Team
Our culture of belonging is our most valuable asset and what makes growth and innovation possible. Your unique abilities are a vital part of what makes us Mariner and we are committed to accelerating your access to excellence.
