VP, Workplace Technology Support Manager

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.    

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

We’re seeking a future team member for the role of VP, Workplace Technology Support Manager to join our Technology Services Group (Technology Production Services) team. This role is located Pittsburgh via hybrid in office work arrangement (4 days per week). 

In this role, you’ll make an impact in the following ways: 

• Provide leadership and direction to the desktop support team ensuring that all members are well-trained and equipped to handle technical issues. This role will also involve managing team performance, setting goals, and conducting regular evaluations to ensure high standards of service.
• Empower and guide the onsite production services team with visionary leadership and strategic direction. Cultivate a culture of excellence, where every team member is motivated to innovate and excel.
• Foster an environment where collaboration, innovation, and support are the cornerstones of success
• Manage a team of engineers providing support for Pittsburgh campus 
• Orchestrate and deliver an exceptional white glove service experience for Senior Level Executives visiting the Pittsburgh Campus. Engage in meticulous coordination with their assistants to meticulously comprehend their schedules and specific needs.
• Attention to detail; thoroughness in handling tasks, ensuring accuracy and completeness in all aspects of work. This involves a focused and persistent effort to understand and manage all elements of a task, no matter how small.
• Manage and track any issues that arise, ensuring a seamless visit for Senior staff.
• Demonstrate relationship building, effective communication skills and quality service in the process of supporting, advising, & educating clients on the capabilities of our conference rooms and event spaces.
• Proactively seeks information and utilizes creative problem-solving skills along with creating and updating standard operating procedures
• Contributes to services enhancements by identifying when established procedures are not working and there are gaps in processes. Make recommendations for improvements. Develops and edits customer and technical support knowledge base documentation.
• Demonstrates quality service by actively contributing to customer satisfaction through advocating for clients’ needs, escalating incidents & requests, resulting in meeting or exceeding client’s satisfaction metrics.
• Point of escalation to address issues that are raised via management, executives, and end users, owning, and resolving to customer satisfaction in a priority manner.
• Collaborate with business and application development stakeholders.
• Interact with cross-functional teams to identify areas where we can better serve our customer base through automation or added feature
• Lead root cause analysis and problem management for complex problems to address underlying technical issues.

 

To be successful in this role, we’re seeking the following: 

• Bachelor's degree in computer science or a related discipline, or equivalent work experience required, advanced degree preferred.
• Minimum 8 years of related experience required; experience in the securities or financial services industry is a plus
• Advanced technical knowledge and skills enabling them to troubleshoot and resolve complex technical issues. This expertise is essential for maintaining the smooth operation of our IT infrastructure and ensuring that end-users experience minimal disruptions.
• Experience in leading high performing teams, providing coaching and mentorship for team members
• Excellent interpersonal skills and experience engaging with executive stakeholders including C-suite
• Strong written and verbal communication competency
• Highly organized with outstanding attention to detail, able to work effectively under pressure and meet tight deadlines within a dynamic environment.

At BNY, our culture speaks for itself. Here’s a few of our awards: 

• America’s Most Innovative Companies, Fortune, 2024
• World’s Most Admired Companies, Fortune 2024
• Human