Information Technology, User Support Americas, VP, NY

Rothschild & Co•New York, NY

51d•$130,000 - $175,000

About The Position

Rothschild & Co is a leading global financial services group with seven generations of family control and a history of over 200 years at the centre of the world's financial markets. Our expertise, intellectual capital and global network enable us to provide a distinct perspective that makes a meaningful difference to our clients, communities and planet. We have 4,600 talented specialists on the ground in over 40 countries around the world, enabling us to deliver a unique global perspective across four market-leading business divisions – Global Advisory, Wealth Management, Asset Management and Five Arrows. As a family-controlled business built on relationships, we place a huge emphasis on our people and finding the right colleagues to take our business forward. Rothschild & Co is committed to an inclusive and supportive environment where different perspectives are valued. We are focused on the attraction and recruitment, development and retention and progression of high calibre talent to ensure we and our clients benefit from the value of difference. Role Overview The VP, IT User Support for the Americas will lead and manage end-user IT support services across offices in the U.S., Canada, Mexico, and Brazil. This role ensures consistent, high-quality, and customer-focused support, working closely with regional teams and stakeholders to maintain operational excellence. The position also plays a key role in supporting senior stakeholders and guiding support teams through complex or escalated issues.

Requirements

Minimum of 7–10 years of progressive experience in IT end-user support, including 3–5 years in a managerial or regional leadership role.
Proven experience managing regional or multi-site IT support operations.
Strong background in desktop support, mobile telephony, and collaboration tools (especially Microsoft Teams and Teams Rooms).
Experience with Microsoft Office 365, Windows 10/11, Apple/iOS, Active Directory, and SCCM.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills across diverse cultural and organizational levels.
Customer-focused mindset with a track record of building strong business relationships.
Experience managing SLAs/KPIs and driving service improvements.
Ability to manage multiple workstreams in parallel and perform under pressure.
Self-motivated, proactive, and able to work autonomously in a fast-paced environment.
Fluency in English required; Spanish and/or Portuguese proficiency is a strong advantage.
Strong interest in current and emerging technologies.
Bachelor’s degree in a relevant field or equivalent professional experience in IT support leadership.
Occasional travel across the Americas region may be required.
Flexibility to support critical incidents or escalations outside of standard business hours.

Nice To Haves

IT certifications are highly desirable.
Experience managing vendor relationships and negotiating contracts.
Fluency in English required; Spanish and/or Portuguese proficiency is a strong advantage.

Responsibilities

Supervise the on-site support team and serve as the escalation point for complex technical issues, ensuring prompt and effective resolution.
Manage and mentor regional support teams, fostering a culture of service excellence and accountability.
Support and maintain Microsoft Teams Rooms for conference and collaboration spaces, ensuring seamless user experiences.
Collaborate with global process teams to conduct regular service reviews, monitor ongoing initiatives, and implement continuous improvement strategies.
Work with the on-site support team to create and update user documentation and knowledge base articles, leveraging their practical insights to address common issues and support efficient self-service.
Facilitate onboarding and IT orientation sessions for new staff, and provide ongoing training to promote technology adoption.
Partner with global IT and business application teams to ensure smooth service launches and strong ongoing support.
Champion initiatives to enhance end-user experience, including promoting self-service tools and reducing reliance on service desks.
Ensure compliance with security, regulatory, and global IT standards across all support activities.
Build and maintain strong relationships with business leaders, IT business relationship managers, and key stakeholders across the Americas.
Provide guidance and support to team members, particularly in navigating complex or sensitive support scenarios.
Promote communication and collaboration between local support teams and IT, ensuring smooth information flow and swift issue resolution.