AVP, Technology Services

About the role

Prestige Development Group (PDG) specializes in providing innovative human capital management solutions tailored to meet the needs of both private and public sector organizations. We are a certified SBA HUBZone and Economically Disadvantaged Woman-Owned Small Business dedicated to fostering diversity, inclusion, and operational excellence.

Key Responsibilities

• Supervise a team of Tier 2 support engineers, providing day-to-day direction, coaching, and performance feedback.
• Build and maintain a consistent team culture across office locations; establish shared standards for ticket quality, communication, and escalation behavior regardless of where an engineer sits.
• Conduct regular one-on-ones, set clear performance expectations, and document concerns or development areas in partnership with leadership and HR.
• Manage scheduling and coverage across time zones to ensure Americas business hours are adequately supported.
• Serve as the operational bridge between Los Angeles, New York, and future Americas offices; ensure Tier 2 processes, tooling usage, and service standards are applied uniformly across sites.
• Identify and address inconsistencies in how support is delivered across locations; drive consensus on shared procedures without creating unnecessary friction.
• Act as the local escalation presence in the primary office while maintaining visibility into and accountability for remote site operations.
• Own regional Tier 2 ticket queues in ServiceNow, ensuring timely resolution, SLA compliance, accurate categorization, and quality closure notes.
• Serve as the escalation point for complex technical issues; resolve or route with clear ownership and proactive user communication.
• Provide advanced hands-on support across Windows 11 endpoints, M365 (Exchange Online, Teams, SharePoint, OneDrive, Intune), Azure AD/Entra ID, and VPN.
• Cookend endpoint hardware support, peripheral procurement, and asset lifecycle activities within ServiceNow ITAM workflows.
• Maintain and improve Tier 2 SOPs, ensuring documentation is current, accessible, and consistently followed by the team.
• Contribute to ServiceNow knowledge base content to deflect repeat Tier 1 volume and improve self-service options.

Required Qualifications

• [5+ years of IT support experience with at least 2 years in a lead or supervisory capacity.]
• Proven ability to supervise and develop technical staff across more than one office location or time zone.
• Hands-on expertise with Microsoft 365 administration including Exchange Online, Teams, Intune, and Entra ID/Azure AD.
• Proficiency with ITSM platforms; ServiceNow experience strongly preferred.
• Strong knowledge of Windows 11 endpoint environments including deployment, imaging, and troubleshooting.
• Demonstrated ability to drive process consistency across a distributed team without direct authority over every stakeholder.
• Clear, professional written and verbal communication; able to set expectations with end users and escalate to leadership with appropriate context.
• Experience in financial services or a similarly regulated corporate environment preferred.
• ITIL v4 Foundation certification or equivalent practical exposure to ITSM process frameworks preferred.
• Exposure to multi-tenant or cross-entity M365 environments preferred.
• Working knowledge of corporate AV and conferencing technologies preferred.
• Experience with endpoint analytics or DEX platforms such as Nexthink or 1E/Tachyon.