Technology Service and Support Manager - Americas

About the role

abglobal is looking for a Technology Service and Support Manager based in Nashville, TN, to join its Technology Services and Support (TSS) organization within Global Technology and Operations. TSS provides end-user support and workplace technology services to all enterprise users and reports to the Head of Enterprise Technology. The manager will cover the Americas offices (21 US, 2 Canadian and 3 Latin American offices).

Key responsibilities

• Manage an End User Technology team of 18 staff members supporting the Americas offices.
• Deliver, adopt and support desktop computing (Citrix, Office 365, Windows, Apple OS), mobile and BYOD devices, collaboration tools, file services, telephony and desktop software.
• Act as a trusted advisor to business and technology teams and partner with product management on solutions and product feedback.
• Lead technology training, workshops, classes and 1:1 sessions.
• Oversee IT service management: people, processes and technology for problem, incident, knowledge, asset and change management, using ServiceNow and Workday.
• Review daily metrics on service requests, incidents and problems and improve service delivery with the Service Delivery Operations, AV Services and the IT Service Desk.
• Procure end-user technology and software, stay up to date on technology trends and contribute to the technology roadmap.
• Own technology products, services and processes across the full lifecycle, partnering with engineering and operations teams.

Required profile

• 7+ years of management experience, with a proven track record in staff development and talent recruitment.
• 12+ years of experience in technology support or a similar technology background.
• Bachelor's degree required.
• Experience in the financial services industry is a plus.

Required skills

• Strong verbal and written communication, business and technical writing, and executive presence.
• Experience supporting virtualized desktops, Windows, Mac OS, Microsoft Office, Windows Server, iOS and Android, remote access and market data applications.
• Strong understanding of IT service management and hands-on experience with ITSM tools, including ServiceNow.
• Technical training delivery, troubleshooting, project management and leadership of firm-wide projects.