Assistant Manager – Virtual Technology Support (VWU – Virtual Walk-up)

Serves as a team lead representing the DT-US CXO Virtual Walk-up and Virtual Onboarding. Possesses a strong understanding of information systems, business processes, the key drivers and measures of success for the business, and the short- and long-term direction and needs of the business and technology. Provides input and supports planning for developing business, technology, and integrates specific plans into the firm-wide plan. This leads to the gathering of business needs as well as the design of solutions through direct interaction with business unit leaders. Possesses knowledge and experience leveraging both IT solutions and business process improvements.

Work you’ll do

Responsibilities:

·       Assist virtual walk up and virtual onboarding programs to ensure breakout rooms are properly staffed and support teams are addressing customer IT support needs in a timely fashion.  

·       Assist with “ticket hygiene” best practices by coaching teams to provide well documented status updates in all tickets handled. 

·       Develops people and leads teams virtually. This includes performance management, goal setting, professional development, coaching / mentoring, team recognition, and recruiting activities. This role supports the Manager in his/her absence.

·       Promote and utilize key performance indicators (KPI’s) to ensure virtual IT support services are meeting or exceeding service level targets. 

·       Partner with Virtual Support Services leaders to develop and enhance overall Virtual Support strategy.

·       Executes the firm’s technology strategy as well as ensuring all day-to-day activities are successfully managed to closure in a 24hour x 7day environment.

·       Expected to primarily work in US time zone (night shifts in IST)

·       Performs other job-related duties as assigned.