Abglobal

Technology Service and Support Manager - Americas

Nashville, Tennessee

Sponsorship not specifiedDetected 30 days ago

iOSAndroidProject ManagementProcurementHRISResearchCommunicationCollaborationProblem SolvingWritingMicrosoft Office

About the role

Teams within TSS include End User Technology, the IT Service Desk, Service Delivery Operations, Audio Visual Services, and Technology Product Management.
TSS is a global organization of 85+ members located across 15+ AB offices and reports to the Head of Enterprise Technology.
This includes the desktop computing environment, mobile devices and BYOD, telephony, market data, etc. - Act as a trusted advisor for business and technology teams serving as a go to for all technology related matters.

This role will be responsible for the delivery, adoption and support for all end user and workplace technology across the Americas offices.
Manage an End User Technology Team that supports our Americas offices (21 US, 2 Canadian and 3 Latin America) This includes managing and oversite of 18 staff members.
Delivery, adoption and support of end user and workplace technology for the Americas offices and AB staff. This includes the desktop computing environment, mobile devices and BYOD, telephony, market data, etc.
Lead technology training sessions - workshops, classes and 1:1 ad-hoc sessions.
Overall IT Service Management: people, processes and technology that support problem, incident, knowledge, asset, and change management. Utilize existing IT management systems including ServiceNow and Workday for service and purchasing.
This will involve all aspects of the technology lifecycle (strategy, requirements, design, implementation, marketing/communication and support) and partnering with engineering and operations teams.
The Technology Service and Support (TSS) organization is responsible for AB's end-user support and workplace technology services provided to all enterprise users.
TSS is a face-to-face client focused organization that works closely with all IT counterparts, as well as the business to deliver enterprise-wide products, services and support.

7+ years management experience
Proven track record in staff development and talent recruitment.
12+ years of experience in technology support (or similar technology background) Demonstration of strong verbal and written communications skills in a corporate environment.
Strong understanding of IT Service Management practices.
Experience in using ITSM programs and the use of ServiceNow.
Bachelor's degree required.

Provide and review daily metrics surrounding service requests, incidents and problems.
Procurement of end user technology and software.
Stay apprised of new technologies and trends in the technology industry and contribute to AB's technology roadmap.

What We're Looking For:
We are seeking a Nashville, TN based Technology Services and Support Manager to join our Technology Services and Support Organization in Global Technology and Operations.

ployment on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability, marital status, citizenship status, sexual orientation, gender identity, military or veteran status or any other bas

This listing is sourced directly from Abglobal's careers page and normalized into a canonical job model.