Vice President, Technology Support

About this role

Job Description

Position Overview: The Technical Support Level 2 Team Lead will join the East Coast team and report into the Americas regional lead. This role will be responsible for delivering technical support across 2 major office locations in Princeton and Delaware as well as the 5 regional offices located in Philadelphia, Atlanta, Washington DC, West Palm Beach, and Miami. Weekly travel to the 2 major office locations and ad-hoc travel to the regional offices is required.

Key Responsibilities

• Lead day-to-day operations of the Technical Support Level 2 team across multiple locations
• Ensure compliance with all internal policies and procedures
• Provide performance metrics and reporting for the team
• Act as the primary point of contact for East Coast-based business units
• Oversee ticket resolution for hardware and software issues escalated from the Service Desk, users or management
• Manage the Technology support staff that operate the in-person Tech Hubs in the Princeton, Delaware and Atlanta office locations
• Maintain the team’s ticket queues and update knowledge base articles as needed
• Collaborate with the Technical Support Level 3 escalation group to ensure technical issues are resolved in a timely manner
• Participate in global and local projects including infrastructure upgrades, office moves, mergers and acquisitions, and lifecycle management
• Represent the Digital Workplace organization and uphold high service standards
• Oversee the device lifecycle management of all technology assets from acquisition to disposal

Required Qualifications

• Proven leadership experience managing teams of 15 or more technicians in fast-paced environments
• Strong mentorship and team-building skills with the ability to support both local and remote teams
• Advanced technical skills in desktop hardware, Microsoft Office products, mobile devices, and system management tools
• Minimum of 10 years of desktop support experience, preferably in the financial sector
• Excellent written and oral communication and customer service skills
• Ability to manage VIP support for executives and visitors
• Strong multitasking and prioritization abilities based on business impact
• Flexibility to work weekends and after hours as needed
• Experience with ServiceNow or other mainstream ticketing systems
• Valid Driver’s License

Preferred Qualifications

• Experience supporting trading floors
• Familiarity with:
• ServiceNow
• SmartSheets
• Jira and Agile methodologies

Additional Information

• Primary office location will be Princeton. Weekly travel to the Delaware office and ad-hoc travel to the regional offices will be required.
• This role includes direct reports
• Technical licenses are not required, but preferred

For Princeton, NJ Only the salary range for this position is USD$127,500.00 - USD$184,000.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including heath care, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.

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.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

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. Thei