Vice President, Technical Support

About this role

Service Desk Manager Job Description

About This Role

BlackRock is a global leader in investment management risk management and advisory services for institutional and retail clients. With over $10 trillion in assets under management and approximately 20000 employees across more than 30 countries BlackRock helps clients meet their goals through a wide range of products and services including separate accounts mutual funds iShares exchange traded funds and other pooled investment vehicles.

Position Overview

The Service Desk Manager will lead the Global Service Desk through a vendor management relationship and report into the Americas Regional Manager. This role is accountable for delivering a high-quality always-on client support experience. You will manage a team that provides first contact support incident resolution and seamless handoffs to Remote Resolve support on-site Level 2 support and Level 3 Engineering groups. The manager will own all performance outcomes (SLAs/XLAs CSAT) workforce planning metrics gathering/reporting knowledge management and continuous improvement partnering closely with global technology support counterparts to ensure a follow-thesun coverage model.

Key Responsibilities

• Lead dayto-day Service Desk operations; ensure consistent procedures playbooks and quality standards.
• Own all Helpdesk performance metrics: establish and track SLAs/XLAs CSAT firstcontact resolution (FCR) average speed to answer (ASA) abandon rate mean time to resolve (MTTR) and knowledge reuse; publish weekly/monthly reporting and executive dashboards.
• Ensure policy and control compliance: information security access management and uphold BlackRock service standards.
• Primary point of contact for business units for intake escalations executive/VIP requests and service communications / Front End Message (FEM) updates.
• Oversee ticket lifecycle and reviewing ticket data: including triage routing and seamless escalation to Level 2/Level 3; proactively and continually driving a shift left agenda to automate and maximize FCR.
• Enhance the user experience through proactive ticket data analysis of trends and engage with Digital Experience Engineering and Technical Support teams to proactively address issues wherever possible prior to those issues becoming tickets being reported at the helpdesk.
  • Generate Reporting on all proactive issues identified and remediated via these efforts on an ongoing basis.
• Maintain ServiceNow knowledge base: coach Service Desk leads to author/update high quality articles and troubleshooting guides that agents follow to accurately assist users when they interact with them.
• Continually monitor Trending Ticket Dashboards for anomalies or spikes to identify and flag potential outages or major issues before they escalate into outages.
• Champion automation and AI-enabled support: become the product owner of an AI Support Agent chatbot and closely partner with the development team to drive the changes being implemented into the chatbot (from analysis of Helpdesk ticket data) to continually enhance the user experience through self-service automation.
• Vendor Relationship Management: Establish and maintain a strong partnership with Helpdesk vendors Leadership and Management Team to foster an open line of communication flow between the Helpdesk and Blackrock Technology Leaders to ensure transparency on all escalations changes updates and outages.

Required Qualifications

• Proven leadership of Helpdesk vendor management in a fast paced high-volume contact center or enterprise Service Desk environment.
• Excellent knowledge of ServiceNow (ServiceNow Certification highly preferred): specifically in advanced reporting knowledge management dashboard generation and virtual agent functionality.
  • Ability to generate accurate ServiceNow ticket reporting metrics through Excel spreadsheets with the ability to accurately sanitize data quickly and on demand.
  • Ability to create presentable Pivot tables in Excel for senior Technology Leadership members.
  • Ability to create ServiceNow Dashboards that track relevant ticket metrics over periods of time to highlight trends and forecasts.
• Service management proficiency: 810 years in IT support with hands on ITIL practices (Incident Request Problem Parent/Child Ticket management) and Major Incident / Outage handling.
• Expertise in troubleshooting and navigating end-user technologies: Windows/MacOS Microsoft 365 (Outlook/Teams/OneDrive) mobile (iOS) / MDM solutions identity/access (Azure AD/MFA) and endpoint management (e.g. Intune).
• Technology Driven Management Experience - ability to interpret ticket data (via incidents/requests workflows reporting/dashboards) and drive operational decisions to promote efficiency.
• Executive/VIP support awareness: skilled at prioritization discretion and rapid response for senior stakeholders and visiting clients.
• Excellent communication: (written/verbal) customer empathy and stakeholder management; comfortable with servicing a broad audience and creating/reviewing service communications.
• Prioritization and multitasking: based on business impact; operating efficiently under pressure and effective in crisis scenarios.

Preferred Qualifications

• Prior experience in a financial services organization or supporting trading floor users and time sensitive business processes.
• Familiarity with:
  • Power BI or similar analytics tools for operational dashboards.
  • Smartsheet Jira and Agile delivery practices.
• Experience shift left/automation initiatives (via chatbots selfservice automation tools).

Our benefits

To help you stay energized engaged and inspired we offer a wide range of benefits including a strong retirement plan tuition reimbursement comprehensive healthcare support for working parents and Flexible Time Off (FTO) so you can relax recharge and be there for the people you care about.

Our hybrid work model

BlackRocks hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person aligned with our commitment to performance and innovation. As a new joiner you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock we are all connected by one mission: to help more and more people experience financial well-being. Our clients and the people they serve are saving for retirement paying for their childrens educations buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment the one we make in our employees. Its why were dedicated to creating an environment where our colleagues feel welcomed valued and supported with networks benefits and development opportunities to help them thrive.

For additional information on BlackRock please visit @blackrock Twitter: @blackrock LinkedIn: is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees and we evaluate qualified applicants without regard to race creed color national origin sex (including pregnancy and gender identity/expression) sexual orientation age ancestry physical or mental disability marital status political affiliation religion citizenship status genetic information veteran status or any other basis protected under applicable federal state or local law.View theEEOCs Know Your Rights poster and its supplementand thepay transparency statement.

BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process please email . All requests are treated in line with our.