Manager, IT Operations & End User Support

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.

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.

Pay

Salary: $150,000 – $200,000, plus bonus.