Asset Management jobs in United States

Department: Technology

Employment Type: Full Time

Location: Head Office

Reporting To: Director, Information Technology Infrastructure

Compensation: $110,000 - $130,000 / year

• Manage and mentor the help desk and application support team, ensuring high levels of performance and customer satisfaction.
• Set performance goals, provide coaching, and conduct regular evaluations.
• Develop and maintain standard operating procedures and escalation paths.
• Participate in change management and incident response processes to reduce system downtime and disruptions.
• Create and maintain documentation, runbooks, FAQs, and knowledge base articles to empower self-service and training.

• Oversee the day-to-day operation of the IT help desk, ensuring timely response to incidents, service requests, and end-user issues.
• Monitor and manage SLAs, KPIs, and user satisfaction metrics to continuously improve support delivery.
• Ensure 1st and 2nd level support coverage across time zones (if applicable).
• Develop knowledge base and documentation for efficient issue resolution and self-service.

• Own the support lifecycle for business-critical applications—ensuring quick resolution, root cause analysis, and clear communication
• Work with vendors and internal teams to troubleshoot, escalate, and resolve application issues.
• Partner with engineering, DevOps, and third-party vendors for deeper issue troubleshooting and resolution.
• Maintain user access, licenses, and configurations for enterprise tools.
• Support application onboarding, patching, and routine maintenance cycles.

• Collaborate with security, DevOps, and infrastructure teams to ensure device and system compliance.
• Lead the onboarding and support of new tools or systems (SaaS, enterprise apps, internal platforms).
• Support IT asset management, procurement, and lifecycle tracking.
• Manage license inventories, user access, and integrations for supported applications.
• Participate in audits, access reviews, and compliance initiatives.
• Lead or assist in technology rollouts and change management initiatives.

• Identify areas to automate or streamline IT processes.
• Evaluate and implement new tools, technologies, or best practices.
• Monitor trends and recommend enhancements to systems and service delivery.

• 5+ years of progressive experience in IT support, systems administration, or technical operations.
• 2+ years in a leadership or team lead role managing technical support personnel.
• Deep understanding of help desk operations and ITIL/ITSM best practices.
• Proficient with help desk platforms (e.g., Zendesk, Jira Service Management, ServiceNow, Sysaid).
• Experience supporting enterprise and SaaS applications (e.g., Microsoft 365, Salesforce, Slack, Atlassian, etc.).
• Strong working knowledge of SaaS applications and enterprise platforms.
• Experience with user support, endpoint management, and asset tracking tools.
• Familiarity with security and compliance standards.
• Familiarity with access management, SSO, ticketing systems, and remote support tools.
• Excellent leadership, communication, problem-solving skills and customer service skills.
• Ability to thrive in a fast-paced, collaborative, and remote-friendly environment.

• Experience in a fintech or highly regulated environment.
• Familiarity with SQL, basic scripting, or log analysis for application-level support.
• Exposure to cybersecurity tools or compliance frameworks (SOC 2, ISO 27001, etc.).
• Experience supporting remote and hybrid teams.