Vice President, Technology Support

Job Description

Position Overview

The Technical Support Level2 Team Lead will join the East Coast team and report into the Americas regional lead. This role will be responsible for delivering technical support across 2 major office locations in Princeton and Delaware as well as 5 Regional offices located in New York/Newark, NY, Boston/West Palm Beach, MA and McLean, VA/ Richmond, VA. Weekly travel to the 2 major office locations and to regional offices is required.

Key Responsibilities

• Lead day-to-day operations for a team of 8-10 Technology Support Specialists
• Partner with the Director, Technology Support to drive the strategy and vision
• Ensure compliance with
• Provide performance metrics
• Act as the primary point of contact for Technology Support issues escalated from the Service Desk and IT Operations team
• Manage the Technology
• Build and lead the Infrastructure
• Maintain the team's ticket queues and update knowledge base articles as needed
• Collaborate with the Technical Support Level2 Escalation group to ensure technical issues are resolved in a timely manner
• Participate in global and local projects including infrastructure upgrades, office moves, mergers and acquisitions, and lifecycle management
• Represent the Digital Workplace organization and uphold high service standards
• Oversee the device lifecycle management of all technology assets from acquisition to disposal

Required Qualifications

• Proven leadership experience managing teams of 15 or more technicians in fast-paced environments
• Strong mentorship and team-building skills with the ability to support technical teams
• Previous experience in 2 or more of the following areas/investment experience, capital markets, technology
• Advanced technical skills in desktop hardware, Microsoft Office, printers/copy machines, software products, mobile devices, and support management tools OR 10+ years of desktop support experience, preferably in the financial services industry
• ITIL Foundations Certification
• Excellent written and oral communication skills
• Ability to manage VP support
• Strong analytical, multitasking and problem-solving skills
• Ability to work weeknights
• Experience with ServiceNow
• Valid ServiceNow Certification

Preferred Qualifications

• Experience supporting 1st
• Familiarity with ServiceNow
• SmartSheets
• Jira and Agile methodologies

Additional Information

• Primary office base location will be Princeton
• Weekly travel to the Delaware office and other regional offices will be required
• This role includes direct reports
• Technical certifications are not required, but preferred

Compensation

For Princeton, NJ: Only the salary range for this position is USD$127,500.00 - USD$184,000.00. Additionally, employees are eligible for an annual discretionary bonus, and operates a pay-for-performance compensation philosophy and your total compensation may vary based on organization, role, department, and individual performance.

Our Hybrid Work Model

supports a culture of collaboration and appreciates employees, while supporting employees' needs to work from home 1-2 days a week in the office due to their role or team. When in the office you will collaborate and connect with a person - aligned with our core values. You can count on flexibility in scheduling to manage your work and well-being.

Our Benefits

• a strong retirement plan
• tuition reimbursement
• comprehensive healthcare
• support for working parents
• Flexible Time Off (FTO)