Description

About this role

Job Description - Technical Support L2 Manager

BlackRock is a global leader in investment management, risk management and advisory services for institutional and retail clients! BlackRock helps clients around the world meet their goals and overcome challenges with a variety of products that include separate accounts, mutual funds, iShares® (exchange-traded funds), and other pooled investment vehicles. BlackRock also offers risk management, advisory and enterprise investment system services to a broad base of institutional investors through BlackRock Solutions®. BlackRock currently has more than $10 trillion AUM and approximately 20,000 employees in more than 30 countries and a major presence in global markets!

BlackRock is looking for a full-time Technical Support Level 2 Manager to join our New York team. This position will be reporting into the Global Head of Level 2 Support, with primary responsibility of management and oversight for regional leads and their teams.

The regional support teams strive to provide outstanding levels of service to our clients, ensuring they have the technology and support required to achieve their business objectives. Superb communication skills are crucial for this role. The individual will need to keep our clients engaged on technology projects, policies, and standards while collaborating with the technology management and infrastructure teams.

Digital User Experience is a distributed team with a presence in major AMRS offices. The team's duties include installing, diagnosing, repairing, maintaining, and upgrading client-facing technology estate (desktops, laptops, monitors, mobile devices); solving problems related to sophisticated software functionality and installation issues. It can also include fixing and/or installation of network, audiovisual and telecom equipment if needed. Technical Support L2 team is the focal point for Digital User Experience org and must lead by example. On top of day-to-day support operations, the team participates in global and local projects, such as infrastructure upgrades, moves, new office build-outs, M&As, etc.

The individual selected for this position will be responsible for leading support teams across AMRS region, including Canada and LatAM. Incumbent will be responsible for overseeing day-to-day operations of the team, compliance with all internal rules and policies, providing metrics on team's performance, and serving as a single point of contact to NYC-based business units. Technical Support Level 2 Manager is a key role and must have a solid technical background within the desktop environment and have recent meaningful experience gained in sophisticated environments such as the financial service sector. In this role, the individual will also serve as a liaison between IT organization and the rest of the business. This person in this role will have to work closely with different teams (IT or not) and facilitate various dialogues to ensure we deliver outstanding service and cater to customers' needs.
Must be able to:

• Represent the global technology organization in our AMRS offices and across the region. Ensure the business are kept informed on technology initiatives as well as corporate technology policies and standards
• Manage a number of regional team leads and their respective teams who support widely used hardware (PCs, Laptops, Mobile devices) and software products (MS Windows, MS Office) as well as in-house applications, Market Data applications (Trade floor support experience is a plus) and local third party accounting systems
• Manage escalation issues affecting business operations while ensuring the team maintains overall responsibility for the problem or activity
• Be willing to assist with any other elements of IT support when required
• Manage and ensure delivery of project tasks as and when the need arises
• Enforce team SLA adherence and provide meaningful reporting on team's performance
• Must have outstanding customer service skills with a minimum of 10 years Desktop Support experience and at least three-plus years in lead/manger role, preferably in the financial sector
• Must have outstanding technical skills, including experience deploying PC's, laptops, mobile devices, outstanding knowledge of desktop hardware, Microsoft Office products, trading applications and system management tools.
• Must be a good leader with a consistent track record of managing teams in the high-stress environment; ability to encourage team members, provide mentorship and support when needed, but also build and demonstrate relationships with local as well as geographically dispersed teams
• Must be flexible, proactive, and positive. Must bring a "can-do" attitude.
• Must have the ability to multi-task and prioritize work according to business impact and management directives
• Must have the flexibility to work weekends and after hours when needed
• Must have experience with ServiceNow or any other mainstream ticketing systems
• Relevant technical certification, such as ITIL, PMP, MSCE, MSCA is a plus.
• Experience with Jira and Agile is a plus;
• Travel: Yes
• Direct Reports: Yes
• Licenses: No

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.

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 children's 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. It's why we're 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 careers.blackrock.com | www.blackrock.com/corporate | Instagram: @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.