Help Desk Manager-Vice President

About this role

Service Desk Manager

- Job Description

About This Role

Black Rock is a global leader in investment management, risk management, and advisory services for institutional and retail clients. With over $10 trillion in assets under management and approximately 20,000 employees across more than 30 countries, Black Rock helps clients meet their goals through a wide range of products and services including separate accounts, mutual funds, iShares exchange traded‑ funds, and other pooled investment vehicles.

Position Overview

The Service Desk Manager will lead the Global Service Desk through a vendor management relationship and report into the Americas Regional Manager. This role is accountable for delivering a high-quality, always-on client support experience. You will manage a team that provides first contact support, incident resolution and seamless handoffs to Remote Resolve support, on-site Level 2 support and Level 3 Engineering groups.

The manager will own all performance outcomes (SLAs/XLAs, CSAT), workforce planning, metrics gathering/reporting, knowledge management, and continuous improvement, partnering closely with global technology support counterparts to ensure a follow-the‑sun coverage model.

Key Responsibilities

* Lead day‑to-day Service Desk operations; ensure consistent procedures, playbooks, and quality standards.

* Own all Helpdesk performance metrics: establish and track SLAs/XLAs, CSAT, first‑contact resolution (FCR), average speed to answer (ASA), abandon rate, mean time to resolve (MTTR), and knowledge reuse; publish weekly/monthly reporting and executive dashboards.

* Ensure policy and control compliance: information security, access management and uphold Black Rock service standards.

* Primary point of contact for business units for intake, escalations, executive/VIP requests, and service communications / Front End Message (FEM) updates.

* Oversee ticket lifecycle and reviewing ticket data: including triage, routing, and seamless escalation to Level 2/Level 3; proactively and continually driving a "shift left" agenda to automate and maximize FCR.

* Enhance the user experience through proactive ticket data analysis of trends and engage with Digital Experience, Engineering and Technical Support teams to proactively address issues wherever possible prior to those issues becoming tickets being reported at the helpdesk.

* Generate Reporting on all proactive issues identified and remediated via these efforts on an ongoing basis.

* Maintain Service Now knowledge base: coach Service Desk leads to author/update high quality‑ articles and troubleshooting guides that agents follow to accurately assist users when they interact with them.

* Continually monitor Trending Ticket Dashboards for anomalies or spikes to identify and flag potential outages or major issues before they escalate into outages.

* Champion automation and AI-enabled support: become the product owner of an AI Support Agent chatbot and closely partner with the development team to drive the changes being implemented into the chatbot (from analysis of Helpdesk ticket data) to continually enhance the user experience through self-service automation.

* Vendor Relationship Management:
Establish and maintain a strong partnership with Helpdesk vendor's Leadership and Management Team to foster an open line of communication flow between the Helpdesk and Blackrock Technology Leaders to ensure transparency on all escalations, changes, updates and outages.

Required Qualifications

* Proven leadership of Helpdesk vendor management in a fast paced, high-volume, contact center or enterprise Service Desk environment.

* Excellent knowledge of Service Now (Service Now Certification highly preferred): specifically in advanced reporting, knowledge management, dashboard generation, and virtual agent functionality.

* Ability to generate accurate Service Now ticket reporting metrics through Excel spreadsheets with the ability to accurately sanitize data quickly and on demand.

* Ability to create presentable Pivot tables in Excel for senior Technology Leadership members.

* Ability to create Service Now Dashboards that track relevant ticket metrics…