Manager, Technology Services

William Blair•New York City, NY

3d•Onsite

About The Position

The Manager Technology Services will manage William Blair’s technology support staff who provide end user technical support through a distributed support model for local offices in various regions across US and EMEA. Partner with Central Technology Services (CTS) and Workplace Solutions (WPS) for project delivery and facilitation of technical needs for local offices. Provide the infrastructure and resources to operationalize technical support plans. Develop and implement processes and procedures for end user support and support workflows unique to local offices. Monitor service level metrics and status of escalated technical issues to ensure appropriate level of support and identify technical trends and concerns. This position will report to the Director, Global IT Service Delivery. Some domestic and international travel required. The employee in this role will be required to work in the NYC office 5 days a week.

Requirements

Bachelor's Degree in IT related field required
8+ years of experience in core technologies, with a focus on technical support or systems administration required
5+ years of previous management experience required
Demonstrated success in leading a team of IT support professionals
Excellent project management and prioritization skills
Ability to collaborate across multiple functions
Attention to detail and quality
In-depth technical knowledge and training in multiple key elements (data/voice communications, servers, networks, desktop) of the firm’s computing environment
Detailed knowledge of core technology industry trends and best practices
Strong written and verbal communication skills
Excellent problem resolution skills

Nice To Haves

financial services industry experience preferred

Responsibilities

Manage a distributed local support team that may be across various remote offices.
Partner with CTS Teams and WPS to coordinate technology support activities with infrastructure and local facilities teams.
Determine staffing needs and administer human resources policies, including hiring, compensation, performance reviews and training.
Develop and maintain a detailed understanding of firm and business unit technology support needs.
Provide input on the development of short- and long-term technical support plans.
Ensure appropriate resources and skillsets to operationalize plans and achieve service level objectives and system availability.
Assist with the development of standards, policies, and procedures for local technical support activities.
Help define support workflows, ticketing processes, and documentation requirements.
Incorporate risk controls into procedures and ensure that required IT security protocols are clearly defined and executed.
Audit procedures on a regular basis for improvement opportunities.
Monitor service level metrics and status of escalated technical issues to ensure appropriate level of support and identify technical trends and concerns.
Report on issues and key performance indicators to IT and business unit management.
Manage and develop IT support staff to achieve consistent high-quality results and excellent problem solving skillsets measured by key performance indicators relevant to their roles.
Serve as an escalation point for significant IT operational or risk issues for respective office assignments or regions.
Review reports on issue resolution to identify enhancements, tools and/or changes to prevent future incidents.
Develop and manage vendor relationships to facilitate issue resolution.
Ensure vendors adhere to established service level agreements.
Evaluate trends in technology support and their impact to William Blair IT environment.
Ensure all activities are in compliance with applicable rules, regulations, policies and procedures.
Additional responsibilities as requested.