Location

Brookfield Place New York - 250 Vesey Street, 15th Floor

Technology Services

Technology Services (TS) is responsible for delivering all enterprise infrastructure, applications and related end user technology services across all Brookfield business groups, comprised of approximately 6,500 users.

Brookfield Culture

Brookfield has a unique and dynamic culture.  We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader:  Entrepreneurial, Collaborative and Disciplined.  Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.

Job Description

Technology Services (TS) is responsible for delivering all enterprise infrastructure, applications and related end-user technology services across all Brookfield business groups, comprised of approximately 6,500 users. The Deskside team is the face of Technology Services, providing first-line support to end users. Our service delivery team ensure that our internal and vendor teams are aligned to provide a single business-facing IT service delivery organization.

We are seeking a highly skilled Vice President to lead our Global Deskside Support Team and IT Service Delivery teams to ensure an exceptional end-user service.  The ideal candidate will have 7-10 years of relevant experience with strong people management skills. 

The ideal candidate for this role will possess the following attributes.

Leadership – candidate can lead and motivate a global team to drive consistent results and deliver on an exceptional end user experience.

Accountability – candidate has a sense of ownership when troubleshooting a problem or owning program delivery and will see things through to completion.

Professionalism - candidate maintains composure and integrity managing the teams and ensuring timely support to end users. 

Detail-Oriented – candidate takes the time to listen and understand the issue and works with the appropriate teams to resolve.

Innovation – candidate will use their experience to bring new ideas and improvements, the ability to question current processes and to drive efficiency

Broad technical skillset – candidate must be able to articulately discuss technology at the enterprise level, understanding how Security, Network, Desktops, Voice etc., function and interact together.

Managed Services – Candidate will have experience managing a 3rd party service, understanding and owning the creation of RFP’s and SOW’s etc.

Responsibilities:

Team Leadership

Lead the Global Deskside support teams, providing guidance, coaching, and mentoring to all team members.

Enforce consistency in the way the team provides support globally.

Provide clear guidance, and set performance expectations.

Conduct regular performance evaluations and feedback sessions.

Identify skills gaps and create a training and development plan to upskill the team.

Foster a collaborative team culture promoting effective communication and knowledge sharing among internal and external teams within technology services.
 

Relationship Management

Regularly interface with internal stakeholders (at all levels) to understand technology needs and gaps.

Build effective relationships with relevant third-party vendors to ensure successful and effective alignment of TS Service capabilities to Brookfield business needs, demands and strategies.

Align with internal technology leads to understand how service delivery is providing effective governance for their vendors, as well as understand how the deskside team can ensure end users are being supported and informed correctly on respective technology changes.
 

Service delivery

Ensure effective delivery of technology support to end users.

Oversee the service delivery functions including governance, end-user engagement, service transition, and performance management

Support continuous improvement through identification and implementation of opportunities to improve service performance

Support all audit, regulatory and compliance requirements

Measure delivery and effectiveness of end-user support.

Define and monitor key performance indicators (KPIs) to assess the team’s performance, productivity, and the quality of service.

Vendor Management – Oversee relationships with third-party service providers where applicable to ensure that all issues are addressed, and the service levels are met.

Process development – Ensure the team develops, documents, and maintains deskside support procedures and ensure all processes are complied with.

Occasional business travel, night or weekend work may be required.

Technical Skills

Knowledge of ITIL and other IT Service management frameworks

Proficiency with ServiceNow

Knowledge of the following technologies:

Windows operating systems and the ability to troubleshoot and resolve desktop-related issues.

Familiarity with mobile device management (MDM) solutions for Mobile Phones (iOS/Android OS)

Microsoft Office (O365)

Teams voice

AV/Video conferencing technologies

Internet Browsers

Local Account Management

Installs and removals, Registry, Command line, Service management systems and System Management Tools

Multi-Factor Authentication

Cisco VPN

Knowledge of the following hardware:

Desktop / Laptop

Mobile devices (iPad/iPhone, Android phones/devices

Printers

Cisco Video Conferencing equipment

Experience

Bachelor’s degree in computer science, business computing, or a related field, or equivalent combination of education, certification, and experience.

10-15 years of experience in IT support, with a minimum of 7 years in a leadership/management role.

Experience managing large cross-regional teams.

Experience with financial services, with front office support a plus

Experience managing a service delivery technology function

 Strong people management skills including team leadership, coaching and performance management.

Proven experience in developing and nurturing teams and fostering a collaborative and growth mindset environment.

Strong and effective customer relationship management skills and process/practice experience

Experience working with third-party service provider service delivery execution and business governance.

Understands the importance and is vigilant with Cybersecurity matters.

Detailed-oriented, self-motivated, and resourceful with the ability to work independently, as well as in a team environment.

Has strong business acumen with an understanding of the link between business need and IT operations.

A proven track record in working with multiple initiatives at the same time and have a proactive approach to problem-solving and coordination.

Ability to adapt in a dynamic environment and work under tight deadlines.

Excellent verbal and written communication skills are essential to this role.

Salary Range: $200,000 - $220,000

Our compensation structure is comprised of a base salary and a short-term incentive program (cash bonus). Cash compensation tends to vary based on geography to account for local market conditions and is set to be market competitive. Compensation decisions are based on a number of factors including relative experience, overall years of experience, industry experience, education, and designations.

Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it.  Accordingly, we do not tolerate workplace discrimination, violence or harassment.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.