VP of Service Delivery/Global Service Desk Lead

A financial firm is looking for a VP of Service Delivery/Global Service Desk Lead to join their team in New York, NY.

Compensation: $180-200K

Onsite 5 days/week in NYC - Only considering NYC based candidates (no relocation)

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 firm 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.

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

Qualifications:

• 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.