Vice President, Technology Support Level 2 Manager

Description

About this role

Do you enjoy resolving technical issues while watching the members of your team evolve their carriers? Then BlackRock's Support team is looking for you!

The Technical Support Level Two Team (TSL2) is considered the face of IT and our customers’ window into the wider technology organization. Its responsibilities lie in resolving day to day tickets elevated by the first-tier support team. Your role in this team will be to ensure the TSL2 team is providing best-in-class service to your local customers.

Role Responsibilities

We are looking for people who want to be an active participant in the maturation of the team's processes while mentoring individuals on their career paths. Our team foundation is based upon giving constructive feedback during the ticket QA process and regular performance reviews with the goal to enable the team to reach new heights. The primary responsibility of the team is to provide swift and professional deskside IT support using the ServiceNow ticket management system to track our support and resolve issues as they come in from the Service Desk. This role is flexible in workload and will sometimes include projects or other tasks as needed.

Key tasks include:

• Updating procedures and ensuring they are followed so all offices provide the same high-quality support
• Using in house tools for building, monitoring, and supporting customer devices
• Participation in disaster recovery test exercises
• Collaboration with other support groups across global locations to assist in troubleshooting customers' issue

Key Proficiencies

• Good written and verbal communication skills
• Demonstrating the desire to empower your team to achieve a higher standard
• Ability to prioritize tasks and issues according to the business impact
• Excellent customer service-based approach
• Ability to multi-task and work in a high-pressure environment
• Strong organizational and analytical skills
• Proven time management skills
• Solid technical knowledge and the ability to solve complex computer issues
• Taking ownership and following through on issues to closure and root cause resolution
• Providing excellent support for clients in a financial environment

For California only the salary range for this position is $142,500 – $190,000. 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 3 days in the office each week, with the flexibility to work from home up to 2 days a week; some business groups may require more time in the office due to their roles and responsibilities. Beginning in September, all employees will shift to at least 4 days in the office per week, with the flexibility to work from home 1 day a week. 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. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.