Solutions for Today's Challenges. Vision for Tomorrow's Opportunities. Join William Blair, the Premier Global Boutique. William Blair has delivered trusted advice for nearly nine decades, and we continue to deepen our expertise and relationships across regions, asset classes, and markets throughout North America, Europe, Asia, and Australia. We are committed to our people and culture, values, clients, and local communities. What sets us apart is that we are an independent partnership, with employees who have unique experiences, perspectives, and backgrounds. We provide advisory services, strategies, and solutions to meet clients' evolving needs amid dynamic market conditions and varying industries. We strive to attract the most qualified, passionate candidates who specialize in investment banking, investment management, private wealth management, and a variety of other business functions. We work tirelessly to create an inclusive culture and take pride in fostering employees' professional and personal growth. We empower our people to bring their best thinking each day so we can deliver the tailored, thoughtful work and problem-solving abilities that our clients expect. Equally, we are proud of our long-term partnerships with the communities in which we live and work, a legacy we inherited from our founder. We invite you to learn about how we are seeking excellence in everything we do and empowering our clients' success with passion, creativity, and rigor. For more information, visit williamblair.com. The Manager, Technology Services will manage William Blair's technology support staff who provide end user technical support through a distributed support model for local offices in various regions across US and EMEA. Partner with Central Technology Services (CTS) and Workplace Solutions (WPS) for project delivery and facilitation of technical needs for local offices. Provide the infrastructure and resources to operationalize technical support plans. Develop and implement processes and procedures for end user support and support workflows unique to local offices. Monitor service level metrics and status of escalated technical issues to ensure appropriate level of support and identify technical trends and concerns. This position will report to the Director, Global IT Service Delivery. Some domestic and international travel required. Responsibilities include but may not be limited to:
- Manage a distributed local support team that may be across various remote offices.
- Partner with CTS Teams and WPS to coordinate technology support activities with infrastructure and local facilities teams.
- Determine staffing needs and administer human resources policies, including hiring, compensation, performance reviews and training.
- Develop and maintain a detailed understanding of firm and business unit technology support needs. Provide input on the development of short- and long-term technical support plans. Ensure appropriate resources and skillsets to operationalize plans and achieve service level objectives and system availability.
- Assist with the development of standards, policies, and procedures for local technical support activities. Help define support workflows, ticketing processes, and documentation requirements. Incorporate risk controls into procedures and ensure that required IT security protocols are clearly defined and executed. Audit procedures on a regular basis for improvement opportunities.
- Monitor service level metrics and status of escalated technical issues to ensure appropriate level of support and identify technical trends and concerns. Report on issues and key performance indicators to IT and business unit management.
- Manage and develop IT support staff to achieve consistent high-quality results and excellent problem solving skillsets measured by key performance indicators relevant to their roles.
- Serve as an escalation point for significant IT operational or risk issues for respective office assignments or regions. Review reports on issue resolution to identify enhancements, tools and/or changes to prevent future incidents.
- Develop and manage vendor relationships to facilitate issue resolution. Ensure vendors adhere to established service level agreements.
- Evaluate trends in technology support and their impact to William Blair IT environment.
- Ensure all activities are in compliance with applicable rules, regulations, policies and procedures.
- Additional responsibilities as requested.
Qualifications:
- Bachelor's Degree in IT related field required
- 8+ years of experience in core technologies, with a focus on technical support or systems administration required; financial services industry experience preferred
- 5+ years of previous management experience required
- ITIL professional certifications
- Demonstrated success in leading a team of IT support professionals
- Excellent project management and prioritization skills
- Ability to collaborate across multiple functions
- Attention to detail and quality
- In-depth technical knowledge and training in multiple key elements (data/voice communications, servers, networks, desktop) of the firm's computing environment
- Detailed knowledge of core technology industry trends and best practices
- Strong written and verbal communication skills
- Excellent problem resolution skills
A reasonable estimate of the current base salary range is below at the time of posting. Base salary does not include other forms of compensation or benefits. Salary Range $125,000-$150,000 USD William Blair is an equal opportunity employer. It complies with all laws and regulations that prohibit discrimination in employment practice because of race, color, religion, creed, ancestry, marital status, gender, age, national origin, sexual orientation, unfavorable discharge from the military service or on the basis of a physical or mental disability that is unrelated to the employee's ability to perform the duties of the job applied for. EOE m/f/d/v Be aware of hiring scams: William Blair has clear processes and guidelines with regards to recruiting. We do not request personal financial information in connection with an employment application nor does William Blair extend any employment offers without first conducting an interview through one of its registered offices. William Blair does not use instant messaging services such as WhatsApp, Telegram, or iMessage as part of the recruiting or interviewing process. Note to External Recruiters / Search Firms: William Blair does not accept unsolicited resumes and will not pay for any placement resulting from the receipt of an unsolicited resume. Any unsolicited resumes received will not be considered as a valid submission. Download William Blair's privacy policies for job applicants:
- California Consumer Privacy Act Privacy Notice (CCPA)
- General Data Protection Regulation Privacy Notice (GDPR)
Contact us should you have any questions or concerns.