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 head. 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, New York, NY, Washington DC, West Palm Beach, and Miami. Weekly travel to the 2 major office regional offices is required.

Key Responsibilities

• Lead day-to-day operations to ensure technical support delivery across the region
• Provide Tier2 technical support to internal and external stakeholders
• Ensure compliance with internal and external requirements
• Provide performance metrics
• Act as the primary point of contact from the Service Desk for escalated issues
• Oversee the Technical Support Desk in Princeton and manage the Technology Hubs in the Regional offices
• Build and lead the Technical Support Level2 team
• Maintain the team's ticket queues and update knowledge base articles as needed
• Collaborate with the Technical Support Level1 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 technicians through change
• Advanced technical skills in desktop hardware, Microsoft Office, operating systems, and help desk ticketing systems
• Minimum of 10 years of desktop support experience, preferably in the financial services industry
• Excellent written and oral communication
• Ability to manage VIP support
• Strong multitasking and interpersonal skills
• Ability to work flexible to work weekend
• Experience with ServiceNow
• Valid Driver's License

Preferred Qualifications

• Experience supporting Tier2 Technical Support
• Familiarity with ServiceNow
• SmartSheets
• Jira and Agile methodologies

Additional Information

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

Compensation and Benefits

• Salary range: USD $150,000.00 - USD $184,000.00
• Annual discretionary bonus and retention bonus

Our Benefits

BlackRock's hybrid work model allows for collaboration and in-person connection with employees, while supporting remote work. We offer a wide range of benefits including:

• Strong retirement plan
• Competitive compensation
• Comprehensive healthcare
• Support for working parents
• Flexible Time Off (FTO)