Vice President, Technical Support

BlackRock, Inc.; City of Westminster; On-site; GBP 95,000 - 150,000; Full time

Job summary

A leading global investment management firm is seeking a Service Desk Manager to oversee their Global Service Desk operations. The manager will ensure the highest quality client support and manage vendor relationships effectively. This role demands expertise in ServiceNow and strong leadership skills to streamline processes and improve user experience. With a focus on performance metrics and compliance, the manager will drive efficiency and satisfaction in service delivery, while championing innovative solutions like AI-enabled support.

Benefits

Comprehensive healthcare

Flexible Time Off

Tuition reimbursement

Strong retirement plan

Qualifications

• Proven leadership of Helpdesk vendor management in a fast-paced environment.
• Excellent knowledge of ServiceNow, specifically in reporting and knowledge management.
• Ability to generate accurate ticket metrics through Excel.

Responsibilities

• Lead day-to-day Service Desk operations ensuring consistent procedures.
• Own Helpdesk performance metrics and publish reporting.
• Ensure compliance with security and service standards.
• Oversee ticket lifecycle and enhance user experience through data analysis.

Skills

Leadership in Helpdesk management

ServiceNow expertise

Advanced reporting skills

Excellent communication

Troubleshooting end-user technologies

Multitasking and prioritization

Tools

ServiceNow

Excel

Power BI

Jira

Smartsheet

Job description

Service Desk Manager will lead the Global Service Desk through a vendor management relationship and report into the Americas Regional Manager. This role is accountable for delivering a high-quality, always-on client support experience. The manager will oversee first contact support, incident resolution, seamless handoffs to Remote Resolve support, on-site Level 2 support, and Level 3 Engineering groups. The manager owns all performance outcomes (SLAs/XLAs, CSAT), workforce planning, metrics gathering/reporting, knowledge management, and continuous improvement, partnering closely with global technology support counterparts to ensure a follow-the-sun coverage model.

Key Responsibilities

• Lead day‑to‑day Service Desk operations; ensure consistent procedures, playbooks, and quality standards.
• Own all Helpdesk performance metrics: establish and track SLAs/XLAs, CSAT, first‑contact resolution (FCR), average speed to answer (ASA), abandon rate, mean time to resolve (MTTR), and knowledge reuse; publish weekly/monthly reporting and executive dashboards.
• Ensure policy and control compliance: information security, access management, and uphold BlackRock service standards.
• Primary point of contact for business units for intake, escalations, executive/VIP requests, and service communications / Front End Message (FEM) updates.
• Oversee ticket lifecycle and reviewing ticket data: triage, routing, and seamless escalation to Level 2/Level 3; proactively and continually drive a “shift left” agenda to automate and maximize FCR.
• Enhance the user experience through proactive ticket data analysis of trends and engage with Digital Experience, Engineering and Technical Support teams to proactively address issues prior to tickets being reported.
• Generate reporting on all proactive issues identified and remediated via these efforts on an ongoing basis.
• Maintain ServiceNow knowledge base: coach Service Desk leads to author/update high‑quality‑articles and troubleshooting guides that agents follow to accurately assist users when they interact with them.
• Continually monitor Trending Ticket Dashboards for anomalies or spikes to identify and flag potential outages or major issues before they escalate.
• Champion automation and AI‑enabled support: become the product owner of an AI Support Agent chatbot and closely partner with the development team to drive the changes being implemented into the chatbot (from analysis of Helpdesk ticket data) to continually enhance the user experience through self‑service automation.
• Vendor Relationship Management: establish and maintain a strong partnership with the Helpdesk vendor's Leadership and Management Team to foster open communication and transparency on all escalations, changes, updates and outages.

Key Qualifications

• Proven leadership of Helpdesk vendor management in a fast paced, high‑volume, contact center or enterprise Service Desk environment.
• Excellent knowledge of ServiceNow (ServiceNow Certification highly preferred): specifically in advanced reporting, knowledge management, dashboard generation, and virtual agent functionality.
• Ability to generate accurate ServiceNow ticket reporting metrics through Excel spreadsheets with the ability to accurately sanitize data quickly and on demand.
• Ability to create presentable Pivot tables in Excel for senior Technology Leadership members.
• Ability to create ServiceNow Dashboards that track relevant ticket metrics over periods of time to highlight trends and forecasts.
• Service management proficiency: 8‑10+ years in IT support with hands‑on ITIL practices (Incident, Request, Problem, Parent/Child Ticket management) and Major Incident / Outage handling.
• Expertise in troubleshooting and navigating end‑user technologies: Windows/MacOS, Microsoft 365 (Outlook/Teams/OneDrive), mobile (iOS) / MDM solutions, identity/access (Azure AD/MFA), and endpoint management (e.g., Intune).
• Technology Driven Management Experience – ability to interpret ticket data (via incidents/requests, workflows, reporting/dashboards) and drive operational decisions to promote efficiency.
• Executive/VIP support awareness – skilled at prioritization, discretion, and rapid response for senior stakeholders and visiting clients.
• Excellent communication: written/verbal, customer empathy, and stakeholder management; comfortable with servicing a broad audience creating/reviewing service communications.
• Prioritization and multitasking: operating efficiently under pressure and effective in crisis scenarios.

Preferred Qualifications

• Prior experience in a financial services organization or supporting trading floor users and time‑sensitive business processes.
• Familiarity with Power BI or similar analytics tools for operational dashboards.
• Experience with Smartsheet, Jira, and Agile delivery practices.
• Experience in “shift left”/automation initiatives (via chatbots, self‑service automation tools).

About BlackRock

BlackRock is a global leader in investment management, risk management, and advisory services for institutional and retail clients. With over $10 trillion in assets under management and approximately 20,000 employees across more than 30 countries, BlackRock helps clients meet their goals through a wide range of products and services including separate accounts, mutual funds, iShares exchange‑traded funds, and other pooled investment vehicles.

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least four days in the office per week, with the flexibility to work from home one day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation.

Equal Employment Opportunity

BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law.

View the EEOC’s Know Your Rights poster and its supplement (https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf) and the pay transparency statement (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay‑transp_%20English_formattedESQA508c.pdf).

Salary Information

• For New York, NY: USD 140,000.00 – USD 200,000.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits.
• For Princeton, NJ: USD 127,500.00 – USD 184,000.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits.

Benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.