Company Description: As a leading global investment management firm, AB fosters diverse perspectives and embraces innovation to help our clients navigate the uncertainty of capital markets.
Through high-quality research and diversified investment services, we serve institutions, individuals, and private wealth clients in major markets worldwide.
Our ambition is simple: to be our clients’ most valued asset-management partner.
With over 3,700 employees across 51 locations in 25 countries, our people are our advantage.
We foster a culture of intellectual curiosity and collaboration to create an environment where everyone can thrive and do their best work.
Whether you’re producing thought-provoking research, identifying compelling investment opportunities, infusing new technologies into our business or providing thoughtful advice to clients, we’re looking for unique voices to help lead us forward.
If you’re ready to challenge your limits and build your future, join us.
IT Group Description: The Global Enterprise Technology (GETS) organization is responsible for AB’s infrastructure systems, product management and service delivery.
The Service delivery teams within the GETS organization are a face-to-face client focused team that works closely with all IT counterparts, as well as the business to deliver enterprise-wide products, services, and support.
Teams within technology service include End User Technology, the IT Service Desk, and Service Delivery Management.
GETS is a global organization of 150 members located across 15 AB offices and reports to the Chief Technology Officer.
Job Description: We are seeking a Nashville
– based End User Technology Leader to join our Americas End User Technology Team.
The successful candidate will be responsible for the delivery and support of end user and workspace technology to AB staff in Nashville and backup supporting our US Regional office locations.
This candidate will be expected to communicate and build relationships with the business staff and management, acting as a trusted advisor for technology solutions as well as providing ongoing training to increase awareness and adoption of technology initiatives.
This individual will manage a team of 6-8 members and will be responsible for their service delivery and support for end users and working with other internal technology teams to deliver results.
This is a client-facing role that will have daily interaction with AB business and technology staff, including executive management.
This role requires being personally presentable, organized, written/verbal communication skills, and travel up to 15%.
Responsibilities Include: Act as a trusted advisor for business and technology teams serving as a go to for all technology related matters.
Engage technology product management to provide solutions for staff, ensuring ongoing enhancements to AB’s technology.
Monitor trends and potential issues to report problems with PRB tickets and coordinate with users and internal groups to find solutions Manage team’s time allocation for consultants and full time associates Respond and proactively address employees’ technology questions regarding computer systems, telecommunication devices, and software applications.
Provide individual and group technology training sessions to staff.
Deliver best practices for new and existing hardware and software technology releases.
Train new hires on AB technologies required for their role.
Utilize existing IT management systems (ServiceNow, eRequest, Change Control, etc.) to manage the service delivery process.
If necessary, coordinate resolution with vendors and ensure follow-up.
Perform ordering, installation and maintenance of physical computers, thin clients, virtual machines and related hardware and software.
Install and support desktop IP telephony and telecommunications equipment.
Perform moves/adds/changes for all desktop and telephone hardware as needed.
Actively update and maintain inventory management, request, incident and purchasing systems.
Ensure all systems are properly documented and updated with latest troubleshooting techniques.
Review daily metrics of problem and incident activities using IT management systems ServiceNow and eRequest and hold team accountable for deliverables such as SLA and OLA for incidents.
Coordinate efforts with technology staff from other AB technology departments.
Act as liaison between the staff and these various groups.
Communicate technology changes and needs to all parties.
Stay apprised of new technologies and trends in the technology industry, with a view to providing more comprehensive technology-related services to the office.
Act as a technology information resource for the staff and management.
Understand the evolving technology needs of the business units in the offices/floors of support.
Provide custom technology-based solutions for the office as needed.
Describe the applications and business or enterprise functions the role supports: This role will be responsible for the delivery, adoption and support for all end user and workplace technology across the Nashville office location.
These include, but is not limited to the desktop computing environment (Citrix virtual desktop, Office 365, Windows, Apple OS, etc.) mobile and BYOD devices (Mobileiron, iOS, Android, Chromebooks, etc.) , communication and collaboration tools (Symphony, Skype, etc.), file services, telephony, audio/video systems, and all desktop software.
The role will work with users from all business units at AB.
What makes this role unique or interesting?
This role provides the opportunity to work closely with every aspect of the business and IT.
Understanding how technology impacts our business as well as contribute to the products and services that will improve other business units.
This position has involvement in IT Project Management for products, pilot testing, and technology buildouts in offices.
This role also allows the right candidate to utilize their previous experience delivering technology support to lead and build a team of technology technicians Qualifications, Experience, Education, Skills:
– Bachelor’s degree preferred, however an exceptional candidate with strong presence and experience is acceptable.
– 5-7 years of related technology support and service delivery experience needed.
– Experience with incident, request, and problem management using ITIL practices.
– Proven track record of supporting demanding and high energy users is needed.
– Strong communication skills in a corporate environment.
– Team leadership experience is a must.
Special Knowledge: Excellent interpersonal and communication skills.
Business and technical writing skills Strong understanding of IT Service and Asset Management practices.
Experience in using ITSM programs such as Service-Now, Remedy, eRequest, etc Excellent troubleshooting, technical / creative problem-solving and analytical ability Ability to lead a diverse team of skillset to maximize support for end users Strong presence and communication skills Strong knowledge of Windows 7 and 10 operating systems Knowledge of Apple and Android mobile devices Knowledge of Microsoft Active Directory and Active Roles interface Knowledge of Virtual Desktop Infrastructure (VDI) Knowledge of PC hardware and peripherals LI-CH1 People of color, women, and those who identify as LGBTQ people are encouraged to apply.
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 that is prohibited by applicable law.
AB’s policies, as well as practices, seek to ensure that employment opportunities are available Nashville, Tennessee