Hybrid AVP, Support Manager – Business Technology Group

at Harrison Street

• Job title: AVP, Support Manager – Business Technology Group
• Job type: Full Time
• Experience level: Lead
• Salary: $125,000 - $200,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: React
• Location requirements: Hybrid, Chicago, United States

About the role

• Support Manager at Harrison Street focusing on user environment and support operations for a global investment management firm. Ensuring high customer satisfaction and continuous improvement of support processes.

Responsibilities

• Focus on Harrison Street’s user environment and be responsible for day-to-day support operational needs ensuring efficient service delivery, high customer satisfaction and continuous improvement of systems and processes.
• Provide senior-level guidance to Desktop Support personnel and interface directly with internal customers when required.
• Work with other staff members of the Business Technology Group and third-party vendors to implement and test new systems and services and create and update established processes and procedures.

Requirements

• Bachelor's Degree in technical discipline such as Computer Science, Information Services, or related field
• 7+ years of technical support and customer service experience
• Experience working with RMM tools (ConnectWise, Intune, etc.), and security tools (Microsoft Defender)
• Experience working with IT ticketing systems (Zendesk preferred), demonstrating a strong understanding of managing and maintaining processes, optimizing workflows and generating accurate, data driven reports to support operational efficiency and continuous improvement.
• Experience providing support for Windows operating systems, standard desktop applications (e.g., Office 365), workstation imaging, Active Directory, Microsoft Entra, Exchange Online, Intune (MDM), basic networking, video conferencing (Zoom, Microsoft Teams), telephony, collaboration tools (Microsoft Teams, SharePoint), and Microsoft 365
• Highly organized with the ability to work under pressure and react quickly to meet deadlines, manage competing priorities, and resolve time-sensitive support issues in a fast-paced environment
• Customer service oriented with a problem-solving attitude
• Must be able to analyze requests, determine the underlying problem, and recommend proper solution
• Must be detail-oriented, result-focused, possess effective written and verbal communication skills, and able to support change management initiatives
• Must be able to maintain professional and effective working relations with supervisors, co-workers, and direct reports
• Must be able to follow standard Help Desk support operating procedures
• Must be able to work flexible hours, including weekends and evenings
• Must be able to manage support issues remotely during off hours
• Must be able to learn new skills and technologies
• Must be able to handle multiple projects simultaneously
• Must be able to lift or move supplies, equipment, boxes and materials weighing up to 40lbs

Benefits

• generous discretionary bonus
• comprehensive range of benefits — including medical, financial, and wellness programs — designed to support our employees both professionally and personally