Technology Support Manager

Job Description:

Job Title: Technology Support Manager

Corp Title: VP

Location: MLFC

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Location Overview:

Our London office is based just a stone’s throw from the magnificent St. Paul’s Cathedral on bustling King Edward Street. Here you’ll find modern workspaces and a state-of-the-art auditorium space. In addition, we’re proud to host an onsite restaurant that shares our commitment to sustainability by providing delicious seasonal menus which have been created with the planet in mind. Make sure to take time for yourself and head up to our rooftop terrace and take in the spectacular views across London. Finally, your physical wellness is well-catered for with our onsite gym facilities and medical centre. 

Role Description:
 

Overview:

We're looking for a highly motivated and experienced Desktop Support Manager to lead our Trading and Non-Trading desktop support team in the UK. In this role, you'll be responsible for managing day to day team operations and ensuring best in class services for the end-user computing environment, providing excellent service to our business users, and fostering the professional growth and development of your team.

This is a fantastic opportunity for someone who thrives in a dynamic environment, enjoys solving technical challenges, and is passionate about building a high-performing team.

Responsibilities:

Lead and develop your team:

• Manage, mentor, and motivate a team of desktop support technicians.

• Conduct performance reviews, provide regular feedback, and identify training and development opportunities for team members.

• Foster a collaborative and positive team environment that encourages learning and growth.

• Delegate tasks effectively and ensure equitable distribution of workload.

Manage business requests and support:

• Oversee the efficient resolution of all desktop-related incidents and service requests, ensuring adherence to SLAs.

• Act as an escalation point for complex technical issues.

• Collaborate with other IT teams to ensure seamless support and problem resolution.

• Communicate effectively with business users, keeping them informed of progress and managing expectations.

 Drive service restoration:

• Lead the team in quickly identifying, diagnosing, and resolving service disruptions to minimize business impact.

• Implement and maintain robust incident management processes.

• Proactively identify potential issues and implement preventive measures.

Contribute to team and service development:

• Identify opportunities to improve desktop support processes, tools, and documentation.

• Stay up-to-date with the latest desktop technologies and recommend solutions to enhance efficiency and user experience.

• Collaborate with IT leadership on strategic initiatives related to end-user computing.

• Contribute to the development and implementation of IT policies and procedures.

• Integrate and contribute to our risk culture and routines.

What we are looking for:

• Proven experience in a desktop support role, with previous leadership or management experience.

• Strong technical expertise in desktop operating systems (Windows, macOS), hardware, and common business applications (e.g., Microsoft Office 365, collaboration tools).

• Experience with IT service management (ITSM) and ServiceNow.

• Excellent problem-solving and analytical skills.

• Outstanding communication, interpersonal, and leadership abilities.

• A customer-centric approach with a strong commitment to service excellence.

• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Benefits of working at Bank of America:
UK

• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner

• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons

• 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum 

• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness etc.

• Access to an emotional wellbeing helpline, mental health first aiders and virtual GP services.

• Access to an Employee Assistance Program for confidential support and help for everyday matters

• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution

• Opportunity to access our Arts & Culture corporate membership program and receive discounted entry to some of the UK’s most iconic cultural institutions and exhibitions.

• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local community.

Bank of America:

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.