Manager, Deskside Support
Core
Leads local deskside operations and contributes to a globally aligned service delivery model for enterprise infrastructure and end-user technology services.
Role type
Manager, Deskside Support
Builds
High-performing deskside support teams and reliable end-user technology environments
Domain
Financial Services / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and development, Stakeholder engagement, Global collaboration, Service delivery and operational excellence, Escalation and incident management, Process discipline and continuous improvement, ServiceNow proficiency, Asset and technology management
Preferred skills
Financial services front-office support experience, CompTIA A+ or Network+ certification, ITIL Foundation or Intermediate certification
Technologies
ServiceNow, Windows OS, Microsoft 365, iOS/Android MDM, Microsoft Teams Voice, Zscaler, Cisco conferencing equipment
Responsibilities
Lead, coach and develop a high-performing deskside support team; Serve as a liaison with business stakeholders to understand support needs; Collaborate with regional and global deskside teams to align local service delivery; Ensure consistent, timely and high-quality support across incidents, requests, tasks and calls; Manage escalations to ensure timely resolution; Ensure adherence to established processes, policies and service standards; Ensure effective use of ServiceNow for ticket management and reporting; Own asset accuracy and lifecycle tracking for end-user devices; Support delivery of projects and new technology rollouts
Seniority
Manager, hands-on leadership
