Technology Service and Support Manager - Americas

About the role

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.

What You’ll Do

• Deliver, adopt and support all end user and workplace technology across the Americas offices.
• This includes the desktop computing environment, mobile devices and BYOD, telephony, market data, etc.
• Manage an End User Technology Team that supports our Americas offices (21 US, 2 Canadian and 3 Latin America).
• 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.
• Procure 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.

What We’re Looking For

• 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.
• Knowledge of and experience supporting common enterprise products and services including virtualized desktop environments, Windows, Mac OS, Microsoft Office, Windows Server (e.g., folder redirection, roaming profiles, distributed file system, permissions and shares, Apple iOS and Android, remote access solutions and market data applications).
• 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.

Requirements

• Bachelor’s degree required.

Benefits

AB does not discriminate against any employee or applicant for employment on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability, marital status, citizenship status, sexual orientation, gender identity, military or veteran status or any other basis that is prohibited by applicable law. AB’s policies and practices seek to ensure that employment opportunities are available to all employees and applicants based solely on job-related criteria.