Information Technology Support Manager

ResponsibilitiesManage a global team of engineers focused on end user technology along with service desk professionals who field high service level expectations while ensuring consistent support across all global locationsFoster a high-performing team by setting clear performance objectives and conducting regular performance reviewsManage budgets, asset inventory, vendors, and other partnersCollaborate with internal business units including Procurement, Facilities, IT Security, IT Infrastructure, and more as appropriateManage full user lifecycle including onboarding, equipment provisioning, enterprise applications, user deprovisioning, and equipment retrieval and sanitizing, including:Desktops/laptopsiOS devicesApplication packaging and distribution processesEnterprise printing servicesITSM ToolsOversee the daily operations of the global IT service desk, ensuring timely and proactive resolution of IT support requestsExecutive support servicesManage incidents between firm and SaaS desksCoordination with family office support servicesManage third party helpdesk providers globallyOversee the end user engineering function including:Enterprise applications administration such as Box, Slack, ZoomOS upgrades, application packaging, OS and application patchingTelephony, conference room equipment, and other collaboration technologyRemote access including VDI, enterprise browser, and mobile device engineeringImplement and maintain ITIL best practices and service management frameworks to improve service quality and efficiencyDevelop and monitor key performance indicators (KPIs) to assess and enhance team performanceEnsure a high level of customer satisfaction by maintaining service excellence and serve as a point of escalation for the most critical issuesStay on top of the latest developments in desktop hardware, software, and services provided by vendors, and recommends upgrades and alternatives to more effectively meet business needCollect feedback from end-users to improve service delivery and user experienceIdentify and drive initiatives for process improvements to streamline operations, increase productivity, and enhance service levelsPrepare and present regular reports on service desk performance, end user technology trends, and areas for improvement to senior managementManage both incident and problem management processes, ensuring root cause analysis and effective resolutionQualifications Bachelor's degree required10+ years of work experience in a related role; previous experience at a global organization a plusSeasoned people manager with track record of building and cultivating high-performing global teamsA proven manager and team leader who is detail-oriented, organized, and strategic-thinking, with the ability to delegate and collaboratively resolve issuesClient-focused mindset with ability to interact confidently with colleagues at all levels within the organization and with varying degrees of technology competencyExperience and competency with Microsoft Windows and Office applications, iOS, Video Conferencing, Office365, Azure, FreshService, Mobile Device Management, software application packaging, and remote support experience a plusAbility to work in a fast-paced environment and retain professionalism and accuracyStrong attention to detail with the ability to be proactive, solve problems, think ahead, and multi-task dailyA strong work ethic and "˜can do' attitude: motivated, flexible nature, team-player spirit, ability to maintain composure at all timesStrong comfort and experience liaising with internal and external contacts at all levelsExcellent written and oral communication

Created: 2025-01-15