Global Technology Support Services

London - UK

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Are you a hands-on leader who can drive global technology support servicesacross help desk A/V and device managementwhile partnering across engineering security and network teams

In this role you will lead the global delivery and continuous improvement of end-user support services ensuring a high-quality customer-centric experience for a distributed workforce. You will oversee internal teams and global vendors while building scalable service models managing device lifecycles and establishing performance metrics aligned with enterprise standards.

The Manager Global Technology Support Services is responsible for the global delivery evolution and continuous improvement of end-user technology support services. This role provides proactive leadership across help desk operations audiovisual (A/V) services and end-user device lifecycle management ensuring a high-quality customer-centric experience for a globally distributed workforce. This hands-on leadership role operates at a strategic and operational level to lead internal teams and manage global vendors. The Manager Global Technology Support Services partners closely with Network Security and Engineering functions and establishes scalable service models supply chain capabilities and performance metrics aligned to enterprise standards.

This position is based in London and reports to the Senior Director Security Architecture & Engineering.

What Youll Do

End User Support & Service Delivery

Lead the global IT help desk function ensuring consistent high-quality support for end users across regions and time zones.
Proactively manage end-user issues by identifying recurring incidents root causes and systemic improvements rather than reactive ticket resolution.
Establish and enforce service standards SLAs and escalation frameworks ensuring accountability and transparency across internal teams and external vendors.
Monitor analyze and report on service performance customer satisfaction and operational trends to drive continuous improvement.

A/V Solutions Design & Operations

Collaborate with Facilities on the design implementation and sustainment of enterprise A/V solutions including conference rooms collaboration spaces and executive environments.
Partner with Facilities Security Global Communications and Network teams to ensure A/V solutions are reliable secure and aligned with modern collaboration standards.
Oversee vendor-delivered A/V services ensuring quality consistency and lifecycle planning.

Network & Infrastructure Collaboration

Provide strategic oversight of network-related end-user issues working in close partnership with the Network team to resolve systemic performance connectivity and reliability challenges.
Act as the service delivery voice for end users translating technical network considerations into user-impact assessments and actionable priorities.
Participate in incident response post-incident reviews and service improvement initiatives affecting end-user experience.

Global Vendor & Partner Management

Lead relationships with global help desk and A/V vendors including contract governance performance management and continuous improvement planning.
Ensure vendors meet service expectations compliance requirements and customer experience standards.
Coordinate vendor activities across regions to deliver a seamless follow-the-sun support model.

End-User Device Supply Chain & Lifecycle Management

Design and implement a global supply chain and distribution model for end-user devices and associated services.
Oversee device provisioning refresh cycles asset management logistics and disposal in compliance with security and sustainability standards.
Collaborate with Procurement Security and Finance to optimize cost availability and risk.

People Leadership & Capability Development

Lead coach and develop a high-performing service organization including internal staff and vendor-managed teams.
Set clear expectations hold teams accountable for outcomes and foster a customer-focused continuous-improvement culture.
Build service management capability through process maturity documentation training and knowledge management.

What Were Looking For

8 years of progressive experience in IT service delivery help desk or end-user support roles including people leadership.
Demonstrated experience managing global vendors and outsourced service models.
Strong background in IT service management end-user computing and A/V technologies.
Experience designing or operating global device lifecycle and distribution models.
Familiarity with ITSM frameworks (e.g. ITIL) and service performance analytics.
Experience working in a global or highly distributed organization.
Exposure to financial risk or costmanagement considerations in technology decisionmaking.

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About CFA Institute

CFA Institute are the global leader in investment excellence and ethics. With nearly 200000 charterholders across 160 markets we drive professional growth ethical behavior and better markets. We care about our employees well-being offering industry-leading benefits like:

Comprehensive health coverage for you and your family
Generous leave and time off
Competitive retirement plans
Flexible work options
Wellness education and support programs

If you feel this opportunity could be the next step in your career we encourage you to click Apply and complete our three-minute application.

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