Manager, Deskside Support

Location:

Brookfield Place, New York – 225 Liberty Street, 8th Floor

Leads local deskside operations and contributes to a globally aligned service delivery model. Accountable for team performance, service quality, stakeholder engagement and operational execution, partnering closely with regional and global deskside leads, ITIL process owners and technology service owners.

• Lead, coach and develop a high‑performing deskside support team with clear objectives, regular evaluations, skill gap identification and development plans.
• Serve as a liaison with business stakeholders to understand support needs, capture and act on feedback, and represent the local user base in regional and global forums.
• Collaborate with regional and global deskside teams to align local service delivery with enterprise standards and contribute to global initiatives focused on process standardization, knowledge sharing and service improvement.
• Ensure consistent, timely, and high‑quality support across incidents, requests, tasks and calls; monitor queues, SLA performance, backlog and resolution times; drive improvements in first‑contact resolution and service responsiveness.
• Manage escalations to ensure timely resolution and clear communication; document escalation handling and reduce repeat escalations through root‑cause awareness and continuous improvement.
• Ensure adherence to established processes, policies and service standards; identify inefficiencies, rework and process gaps and implement improvements; maintain and enhance process documentation.
• Ensure effective use of Service Now for ticket management and reporting; maintain high‑quality, complete, accurate ticket data; leverage reporting to monitor performance and identify improvement opportunities.
• Own asset accuracy and lifecycle tracking for end‑user devices; ensure hardware and meeting room technologies function reliably; reduce asset discrepancies and technology‑related support issues through strong oversight.
• Support delivery of projects and new technology rollouts by coordinating technical activities, identifying risks early and ensuring smooth execution and adoption with minimal disruption.

• Built a high‑performing, accountable deskside support team with clear development plans and improved service quality at the 90th percentile.
• Strengthened stakeholder relationships resulting in higher user satisfaction and fewer recurring issues.
• Improved SLA adherence, reduced backlog and increased mean time to resolution (MTTR) rates.
• Established consistent escalation management with reduced repeat issues.
• Aligned local operations with global standards, reducing regional variation.
• Improved Service Now data quality and reporting reliability.
• Ensured accurate asset tracking and a stable end‑user technology environment.
• Successfully supported projects and technology rollouts with minimal disruption.

Bachelor’s degree in information technology or related field preferred. 5–7 years of progressive IT support experience, including 3+ years in a leadership role. Experience in financial services and front‑office support preferred.

• Leadership: ability to lead, motivate and develop high‑performing teams.
• Customer‑centric approach with a strong focus on delivering exceptional end‑user experiences.
• Accountability and professionalism under pressure with strong follow‑through.
• Detail‑oriented diagnostic and problem‑solving skills.
• Innovative mindset to identify opportunities for process improvement and efficiency.
• Technical proficiency with Service Now or similar ITSM platforms.
• Strong working knowledge of Windows OS, Microsoft 365, mobile device management (iOS/Android), Microsoft Teams Voice, audio/visual and conferencing technologies, Zscaler, multi‑factor authentication and common system tools.
• Familiarity with desktops, laptops, mobile devices, printers and Cisco conferencing equipment.

• CompTIA A+ or Network+ certification.
• ITIL Foundation or Intermediate certification.

$120,000 – $130,000

Brookfield is proud to create a diverse environment and is an equal opportunity employer.