Desktop Support Manager
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This is onsite everyday in NYC
Position: VP, Desktop Support Manager
About Us:
We are a globally recognized asset management firm, dedicated to providing innovative investment solutions for clients across the world. With a strong presence in the financial markets, we are known for our commitment to excellence, cutting-edge technology, and fostering a collaborative work environment. Our New York City office is seeking an experienced and strategic VP, Desktop Support Manager to lead IT support operations across the Americas region.
Role Overview:
As the VP, Desktop Support Manager, you will be responsible for overseeing the end-to-end delivery of desktop support services for our offices in the Americas. This high-impact role requires a seasoned IT leader with a deep understanding of support operations, team management, and service optimization. You will work closely with senior leadership to drive the strategic direction of the support function, ensuring top-tier service levels while aligning with the overall business goals.
Key Responsibilities:
- Lead and manage the Desktop Support team across multiple locations, ensuring the delivery of high-quality IT support for end-users.
- Oversee incident management, service requests, and escalations, ensuring timely and effective resolutions.
- Drive continuous improvement initiatives to enhance service delivery, reduce downtime, and improve user experience.
- Develop and implement IT support policies, procedures, and best practices that align with global standards.
- Collaborate with other IT teams (infrastructure, network, cybersecurity) to ensure seamless integration of support services.
- Manage relationships with vendors and service providers to ensure optimal performance of support tools and technologies.
- Monitor and analyze support performance metrics, providing regular updates to senior leadership and recommending improvements.
- Lead and mentor a team of IT professionals, fostering a culture of collaboration, accountability, and continuous learning.
- Ensure compliance with industry regulations and internal security policies.
Qualifications:
- 8+ years of experience in IT desktop support, with at least 3 years in a leadership role.
- Proven track record of managing desktop support operations in a large, complex organization.
- Strong technical knowledge of desktop, network, and server environments, as well as ITIL practices.
- Experience in financial services or a similarly regulated industry is highly preferred.
- Excellent communication, leadership, and project management skills.
- Ability to manage multiple priorities in a fast-paced, high-pressure environment.
- Bachelor’s degree in Information Technology, Computer Science, or related field. Relevant certifications (ITIL, Microsoft, etc.) are a plus.