End-User Tech & Support Leader

AllianceBernstein; Nashville (TN); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

AllianceBernstein seeks a Nashville-based Technology Services and Support Manager to lead end-user and workplace technology across the Americas. You will supervise a team, drive adoption of desktop/mobile platforms, and partner with product and operations to deliver reliable IT services.

You will deliver technical training, manage ITSM processes, track metrics, and pursue continual service improvements in a fast-paced financial services environment.

Qualifications

• 7+ years of management experience with staff development and recruitment.
• 12+ years in technology support in a corporate environment.
• Experience with enterprise products and services including desktop environments (Windows, Mac OS), Office, and remote access solutions.
• Strong executive presence and high energy.
• Strong business and technical writing skills.
• Experience in delivering technical training.
• Strong ITSM understanding and ServiceNow experience.
• Excellent troubleshooting and analytical ability.
• Strong project management; able to lead firm-wide projects.
• Experience in Financial Services a plus.
• Bachelor’s degree required.

Responsabilités

• Lead End User Technology Team across Americas offices (21 US, 2 Canada, 3 Latin America); supervise 18 staff.
• Deliver, adopt and support end-user and workplace technology for the Americas offices and AB staff.
• Act as trusted advisor to business and technology teams; partner with product management for staff solutions and feedback.
• Lead technology training sessions – workshops, classes and 1:1 sessions.
• Oversee IT Service Management processes (incident, problem, knowledge, asset, change) using ServiceNow and Workday.
• Provide and review daily metrics on service requests, incidents and problems.
• Drive continual service delivery improvements with Service Delivery Operations and AV Services.
• Procure end-user technology and software; stay current with industry trends.
• Own technology products, services and processes across lifecycle with engineering/ops.

Connaissances

Staff management

Project management

Executive presence

Technical writing

Troubleshooting

Formation

Bachelor's degree

Outils

ServiceNow

Workday

Office 365

Slack

Zoom

Description du poste

AllianceBernstein seeks a Nashville-based Technology Services and Support Manager to lead end-user and workplace technology across the Americas. You will supervise a team, drive adoption of desktop/mobile platforms, and partner with product and operations to deliver reliable IT services.

You will deliver technical training, manage ITSM processes, track metrics, and pursue continual service improvements in a fast-paced financial services environment.