Manager, Application IT Support
Core
Lead a high-performing Service Desk team delivering technical support for external clients, including mid-to-large financial institutions, ensuring reliable service and fast issue resolution.
Role type
Manager, Application IT Support (Service Desk)
Builds
External client support services for financial institutions
Domain
IT Operations / Service Management / Financial Services
Deliverable
client delivery
Required skills
ITIL principles, ITSM frameworks, enterprise case management (ServiceNow, Salesforce), analytics tools (Tableau), Linux, PHP, HTML, JavaScript, CSS, XML, MySQL, Shell scripting, Splunk, Datadog, MuleSoft, Salesforce, AI tools
Preferred skills
Leading teams in fast-paced environments, implementing automation or self-service technologies
Technologies
ServiceNow, Salesforce, Tableau, Splunk, Datadog, MuleSoft, Linux, PHP, HTML, JavaScript, CSS, XML, MySQL, Shell scripting
Responsibilities
Lead Level 1-3 Service Desk analysts and engineers, aligning performance with team and career goals; Manage daily support operations, escalations, and SLAs for external client support; Improve service management, processes, automation, and first-call resolution; Partner with Engineering, Incident, Problem, and Change Management to resolve complex production issues; Oversee reporting, documentation, and client communications with ServiceNow; Provide hands-on technical leadership across tools and systems
Seniority
Manager, hands-on leadership
