Job Id: T1322137BOS-JAM_1684248792

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IT Support Manager (Hybrid- Boston) compensation: $125K plus Bonus

An established and fast-growing financial services firm is seeking an IT Support Manager to join their Boston based team. This person will manage the US IT Support team and will cover many functions including desktop support, vendor management, software rollouts and more.

YOUR CAREER GOALS

The ideal candidate is motivated, adaptable and takes a customer service mindset. They will also be comfortable leading a small team in a fast-paced ever-changing environment.

POSITION RESPONSIBILITIES

• Drive a culture that continuously raises the bar in the area of IT support
• Manage a team of Service Desk Engineers. Provide coaching and support the development of skills and capabilities
• Coordinate activities with the MSP partner and hold them to robust SLAs
• Drive Service Desk KPI's towards achieving a world class service by ensuring high resolution on first call and robust processes to quickly resolve user requests
• Conduct ongoing measurement of SLAs by both the internal team and suppliers to ensure delivery to agreed SLAs
• Manage the Major Incident process including resolution management, providing timely communications, and producing the root cause analysis documentation
• Coordinate and manage local and global infrastructure projects such as software rollouts, office moves or expansions, mobile device management solutions and general infrastructure upgrades We offer you:

IN EXCHANGE FOR YOUR HARD WORK

• A comprehensive health & medical benefits package
• Generous PTO
• Career development & advancement opportunities
• And much more!

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