Technology Service and Support Manager - Americas

About AB

AB is a leading global investment management firm offering high‑quality research and diversified investment services to institutional clients, retail investors, and private‑wealth clients across 26 countries.

You will work with the Technology Services and Support (TSS) organization, a face‑to‑face client‑focused team that delivers enterprise‑wide products, services and support across 15+ AB offices.

• Deliver, adopt and support end‑user and workplace technology for Americas offices, including desktop computing (Citrix, Office
  365, Windows, macOS), mobile/BYOD devices (iOS, Android, Chromebooks), communication tools (Slack, Zoom), file services, telephony and all desktop software.
• Manage and oversee an End User Technology Team of 18 staff members across 21 US, 2 Canadian and 3 Latin American offices.
• Serve as a trusted advisor for business and technology teams, providing technology solutions and product feedback to improve AB’s services.
• Lead technology training sessions, workshops, classes and one‑to‑one sessions.
• Oversee IT Service Management processes (problem, incident, change, asset, knowledge) using Service Now and Workday.
• Provide and review daily metrics on service requests, incidents and problems, and continuously improve service delivery in collaboration with the Service Delivery Operation team, AV Services and the IT Service Desk.
• Procure end‑user technology and software, staying abreast of new technologies and contributing to AB’s technology roadmap.
• Own technology products, services and processes as a product/project owner, managing strategy, requirements, design, implementation, marketing/communication and support, partnering with engineering and operations.

• 7+ years of management experience with proven staff development and talent recruitment.
• 12+ years of experience in technology support (or similar technology background).
• Strong verbal and written communication skills in a corporate environment.
• Knowledge of and experience supporting common enterprise products: virtualized desktop environments, Windows, macOS, Microsoft Office, Windows Server (folder redirection, roaming profiles, DCFS, permissions and shares), iOS, Android, remote access solutions and market‑data applications.
• Strong executive presence and high energy.
• Excellent business and technical writing abilities.
• Experience delivering technical training.
• Strong understanding of IT Service Management practices.
• Experience using ITSM programs and Service Now.
• Excellent troubleshooting, analytical and creative problem‑solving skills.
• Strong technical skills and project‑management experience, with willingness and ability to lead firm‑wide projects.
• Experience in the financial‑services industry is a plus.
• Bachelor’s degree required.

AB does not discriminate against any employee or applicant for employment 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 basis prohibited by applicable law. AB’s policies and practices seek to ensure that employment opportunities are available to all employees and applicants based solely on job‑related criteria.