Technology Service and Support Manager – Americas

Imea; Nashville (TN); On-site; USD 120,000 - 170,000; Full time

Job summary

AB in Nashville, TN seeks a Technology Services and Support Manager to lead the End User Technology team across the Americas, delivering desktop, mobile, collaboration and telephony services. This role guides adoption, support and roadmap for AB staff and partners, ensuring high-quality technology services.

You will oversee 18 staff across US, Canada and Latin America, partner with engineering and operations, and drive ITSM improvements, training and stakeholder engagement to elevate service

Qualifications

• 7+ years management experience leading End User Technology teams.
• 12+ years in technology support with enterprise-scale environments.
• Proven ability to recruit and develop staff.
• Strong written and verbal communication in a corporate setting.
• Experience with ITSM practices and ServiceNow.
• Bachelor’s degree required; relevant IT certifications a plus.

Responsibilities

• Delivery, adoption and support for end user and workplace technology across the Americas offices.
• Lead an End User Technology Team supporting 21 US, 2 Canada, and 3 Latin America offices.
• Engage with technology product management to provide solutions and feedback.
• Lead technology training sessions – workshops, classes and 1:1 sessions.
• Oversee IT Service Management: incident, problem, knowledge, asset and change management.
• Utilize ServiceNow and Workday for service and purchasing; review daily metrics.

Skills

IT Service Management

Staff Development

Project Management

Technical Writing

Verbal & Written Communication

Executive Presence

Training Delivery

Team Leadership

Troubleshooting

Education

Bachelor's degree

Tools

ServiceNow

Job description

Who You’ll Work With:

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.

The Technology Service and Support (TSS) organization is responsible for AB’s end-user support and workplace technology services provided to all enterprise users. TSS is a face-to-face client focused organization that works closely with all IT counterparts, as well as the business to deliver enterprise-wide products, services and support. Teams within TSS include End User Technology, the IT Service Desk, Service Delivery Operations, Audio Visual Services, and Technology Product Management. TSS is a global organization of 85+ members located across 15+ AB offices and reports to the Head of Enterprise Technology.

What You’ll Do:

This role will be responsible for the delivery, adoption and support for all end user and workplace technology across the Americas offices. These incudes but is not limited to the desktop computing environment (Citrix virtual desktop, Office 365, Windows and Apple OS, etc.) mobile and BYOD devices (iOS, Android, Chromebooks, etc.) , communication and collaboration tools (Slack, Zoom, etc.), file services, telephony, and all desktop software.

• Manage an End User Technology Team that supports our Americas offices (21 US, 2 Canadian and 3 Latin America) This includes managing and oversite of 18 staff members.
• Delivery, adoption and support of end user and workplace technology for the Americas offices and AB staff. This includes the desktop computing environment, mobile devices and BYOD, telephony, market data, etc.
• Act a trusted advisor for business and technology teams serving as a go to for all technology related matters. 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. Utilize existing IT management systems including ServiceNow and Workday for service and purchasing.
• Provide and review daily metrics surrounding service requests, incidents and problems.
• Continual improvement of the service delivery process including regular interaction with the Service Delivery Operation team, AV Services and the IT Service Desk.
• Procurement of 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. This will involve all aspects of the technology lifecycle (strategy, requirements, design, implementation, marketing/communication and support) and partnering with engineering and operations teams.

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
• Bachelor’s degree required.

About AB

We are a leading global investment management firm offering high-quality research and diversified investment services to institutional clients, retail investors, and private-wealth clients in major markets around the globe. With over 4,000 employees across 57 locations operating in 26 countries and jurisdictions, our ambition is simple: to be the most trusted investment firm in the world. We realize that it’s our people who give us a competitive advantage and drive success in the market, and our goal is to create an inclusive culture that rewards hard work.

Our culture of intellectual curiosity and collaboration creates an environment where you can thrive and do your best work. Whether you’re producing thought-provoking research, identifying compelling investment opportunities, infusing new technologies into our business or providing thoughtful advice to our clients, we are fully invested in you. If you’re re mai to challenge your limits and empower your career, join us!

All are encouraged to apply. 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.