Technology Service and Support Manager - Americas

AllianceBernstein•Nashville, TN

21d•Onsite

About The Position

We are seeking a Nashville, TN based Technology Services and Support Manager to join our Technology Services and Support Organization in Global Technology and Operations. The Technology Service and Support (TSS) organization is responsible for AB’s end-user support and workplace technology services provided to all enterprise users. TSS is a face-to-face client focused organization that works closely with all IT counterparts, as well as the business to deliver enterprise-wide products, services and support. Teams within TSS include End User Technology, the IT Service Desk, Service Delivery Operations, Audio Visual Services, and Technology Product Management. TSS is a global organization of 85+ members located across 15+ AB offices and reports to the Head of Enterprise Technology. This role will be responsible for the delivery, adoption and support for all end user and workplace technology across the Americas offices. These include but is not limited to the desktop computing environment (Citrix virtual desktop, Office 365, Windows and Apple OS, etc.) mobile and BYOD devices (iOS, Android, Chromebooks, etc.) , communication and collaboration tools (Slack, Zoom, etc.), file services, telephony, and all desktop software.

Requirements

7+ years management experience; Proven track record in staff development and talent recruitment.
12+ years of experience in technology support (or similar technology background)
Demonstration of strong verbal and written communications skills in a corporate environment.
Knowledge of and experience supporting common enterprise products and services including virtualized desktop environments, Windows, Mac OS, Microsoft Office, Windows Server (e.g., folder redirection, roaming profiles, distributed file system, permissions and shares, Apple iOS and Android, remote access solutions and market data applications.
Strong executive presence and high energy.
Strong business and technical writing skills.
Experienced in delivering technical training.
Strong understanding of IT Service Management practices.
Experience in using ITSM programs and the use of ServiceNow.
Excellent troubleshooting, technical/ creative problem-solving and analytical ability.
Strong technical skills.
Strong project management experience; Willingness and ability to lead firm-wide projects
Bachelor’s degree required.

Nice To Haves

Experience in the Financial Services industry a plus

Responsibilities

Manage an End User Technology Team that supports our Americas offices (21 US, 2 Canadian and 3 Latin America) This includes managing and oversite of 18 staff members.
Delivery, adoption and support of end user and workplace technology for the Americas offices and AB staff. This includes the desktop computing environment, mobile devices and BYOD, telephony, market data, etc.
Act as a trusted advisor for business and technology teams serving as a go to for all technology related matters.
Engage with technology product management to provide solutions for staff service and product feedback ensuring ongoing enhancements to AB’s technology.
Lead technology training sessions – workshops, classes and 1:1 ad-hoc sessions.
Overall IT Service Management: people, processes and technology that support problem, incident, knowledge, asset, and change management.
Utilize existing IT management systems including ServiceNow and Workday for service and purchasing.
Provide and review daily metrics surrounding service requests, incidents and problems.
Continual improvement of the service delivery process including regular interaction with the Service Delivery Operation team, AV Services and the IT Service Desk.
Procurement of end user technology and software.
Stay apprised of new technologies and trends in the technology industry and contribute to AB’s technology roadmap.
Responsible for technology products, services and processes, serving as the product/project owner. This will involve all aspects of the technology lifecycle (strategy, requirements, design, implementation, marketing/communication and support) and partnering with engineering and operations teams.