What are the responsibilities and job description for the 2025 Manager, Technical Support- Information Technology position at RiversideCompany.com?
Job Summary :
We are seeking a highly skilled and motivated hands-on Manager, Technical Support to lead our technical support team. This role involves managing a team of support specialists and consultants, ensuring the highest level of technical support for our global private equity firm. The ideal candidate will have a strong technical background, excellent leadership skills, and a commitment to providing exceptional service.
Key Responsibilities :
Team Management :
Lead and manage a team of 2 full-time support specialists and 2 full-time consultants.
Provide guidance, mentorship, and professional development opportunities for team members.
Conduct regular performance reviews and set clear performance goals.
Technical Support :
Oversee and participate in the resolution of complex technical issues.
Ensure timely and effective response to support requests from internal stakeholders.
Develop and implement best practices for technical support processes and procedures.
Participate in on-call support rotation every 3rd week
Project Management :
Manage technical projects related to upgrades, implementations, and other IT initiatives.
Coordinate with other departments to ensure seamless integration of new technologies and service delivery needs are met.
Stakeholder Communication :
Act as the primary point of contact for technical support escalations.
Communicate effectively with senior management and other stakeholders regarding support activities and project status.
Continuous Improvement :
Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
Stay current with industry trends and emerging technologies to ensure the team is using the best tools and practices.
Required Skills and Experience :
5-8 years of experience in a technical support or IT management role.
Strong technical knowledge of technology systems, networks, and software.
Excellent leadership and team management experience.
Strong problem-solving and analytical abilities.
Outstanding communication and interpersonal skills.
Ability to manage multiple projects and priorities simultaneously.
Preferred Qualifications :
Experience in the financial services or private equity industry.
Relevant certifications (e.g., ITIL, CompTIA A , etc.).
Experience with remote support tools and service desk technologies.
Work Environment :
Based in our NYC office at Rockefeller Center.
In-Office, with remote flexibility as needed.
Some travel may be required.
Reports To : Managing Director, Technology.
Riverside offers a competitive total rewards package with a salary range of $110, 000-130,000 (depending on experience) plus annual bonuses, robust benefits, and generous Paid Time Off (PTO). To learn more, please contact recruiting@riversidecompany.com.
All candidates must abide by Riverside's internal policies related to data protection.
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