Technology Support and Escalations Manager

LPL Financial • Fort Mill, SC

2d • Hybrid

About The Position

This position will be responsible for leading the efforts to resolve complex client issues and partner with internal tech support and delivery/deployment teams, as well as provide operational support leadership and guidance on all service-related matters across multiple teams in a dynamic environment. This role will also actively work with senior management to plan and execute strategic problem solving and special projects while acting as a liaison between clients and engineering/operations teams to ensure timely resolution of escalated client issues. The successful candidate will have experience with large scale technology operations teams, driving continuous improvement and implementing best practices.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
• Proven track record of successfully operating within large scale technical teams.
• Demonstrated ability to drive outcomes and inspire high-performing teams through effective communication and motivation techniques.
• Excellent problem-solving abilities and attention to detail.
• Strong analytical and critical thinking skills.
• Ability to prioritize tasks and collaborate effectively.
• Exceptional interpersonal and customer service skills.
• Strong written and verbal communication skills.

Nice To Haves

• Experience working in a fast-paced financial services industry preferred.
• Experience in enterprise environments working among cross-functional teams
• Technology infrastructure experience in Financial Services Environments

Responsibilities

• Leadership: Provide direction and motivation to various teams of technical support professionals, fostering a culture of collaboration and innovation.
• Client Focus: Ensure exceptional customer service by addressing client concerns promptly and effectively, building strong relationships, and anticipating their needs.
• Problem Solving: Utilize technical expertise and problem-solving skills to troubleshoot challenging client issues and implement effective solutions.
• Project Management: Oversee key projects and escalations, allocating resources effectively and monitoring progress to achieve timelines and desired outcomes.
• Continuous Improvement: Identify opportunities for process enhancements and efficiency improvements within the organization, implementing changes as appropriate.
• Communication: Effectively communicate project statuses, risks, and updates to stakeholders at various levels of the organization including executive leadership.
• Team Collaboration: Foster cross-functional cooperation among technical support staff, developers, engineers, and other departments to facilitate seamless workflows and optimal performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees