Manager, IT Operations & End User Support
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Company Overview: A leading investment firm with over $190 billion in assets under management is seeking an IT Support Manager to enhance their global technology environment. This role will focus on IT Operations & End User Support, ensuring a high-quality technology experience across all offices. Job Responsibilities: Lead IT Operations & End User Support, including service desk, Tier 2 escalation, and endpoint engineering.
Establish white-glove support standards for executives and high-priority stakeholders. Define and enforce SLAs, response times, and ticket quality standards. Oversee Mac and Windows device management, including MDM tools like Intune and Kandji. Manage endpoint lifecycle, including procurement, inventory, and compliance. Support Microsoft 365 and collaboration tools, ensuring licensing and provisioning accuracy.
Own conference room and workplace technology support. Serve as a support resource for enterprise AI platforms and automation technologies. Manage a tiered support model and ensure global support coverage. Drive automation and process improvements, managing vendor relationships. Lead and develop the support team, focusing on performance and service orientation. Qualifications: 8+ years of experience in IT support roles, with 3+ years in a leadership position.
Bachelor's degree or equivalent practical experience. Experience with endpoint management and MDM platforms like Intune and Kandji. Strong Microsoft 365 administration skills. Experience with tiered support models and SLA management. Exceptional customer service orientation, especially for executive-level support. Strong organizational and communication skills. Preferred Qualifications: Experience in private equity or financial services.
ITIL Foundation certification or equivalent. Microsoft 365 or Endpoint Administrator certifications. Experience with identity platforms like Okta and Entra ID. Familiarity with enterprise security technologies. Experience with ITSM platforms and automation. Compensation: Salary: $150,000 - $200,000, Plus Bonus