Technology Service and Support Manager - Americas

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.

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.
• 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
• Experience in the Financial Services industry a plus
• Bachelor's degree required.
• About AB
• Our culture of intellectual curiosity and collaboration creates an environment where you can thrive and do your best work. Whether you're producing thought-provoking research, identifying compelling investment opportunities, infusing new technologies into our business or providing

Benefits

Additional Information

Who You'll Work With: 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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at abglobal? Share your experience