BlackRock · 2 days ago
Help Desk Manager-Vice President
Princeton, NJ
Part-time
Hybrid
Senior Level, Lead/Staff
8+ years expBlackRock is a global leader in investment management and advisory services. The Service Desk Manager will lead the Global Service Desk, ensuring high-quality client support and managing a team responsible for incident resolution and performance metrics.
Asset ManagementCrowdfundingFinancial ServicesFinTechReal Estate Investment
Responsibilities
Lead day‑to‑day Service Desk operations; ensure consistent procedures, playbooks, and quality standards
Own all Helpdesk performance metrics: establish and track SLAs/XLAs, CSAT, first‑contact resolution (FCR), average speed to answer (ASA), abandon rate, mean time to resolve (MTTR), and knowledge reuse; publish weekly/monthly reporting and executive dashboards
Ensure policy and control compliance: information security, access management and uphold BlackRock service standards
Primary point of contact for business units for intake, escalations, executive/VIP requests, and service communications / Front End Message (FEM) updates
Oversee ticket lifecycle and reviewing ticket data: including triage, routing, and seamless escalation to Level 2/Level 3; proactively and continually driving a “shift left” agenda to automate and maximize FCR
Enhance the user experience through proactive ticket data analysis of trends and engage with Digital Experience, Engineering and Technical Support teams to proactively address issues wherever possible prior to those issues becoming tickets being reported at the helpdesk
Generate Reporting on all proactive issues identified and remediated via these efforts on an ongoing basis
Maintain ServiceNow knowledge base: coach Service Desk leads to author/update high quality‑ articles and troubleshooting guides that agents follow to accurately assist users when they interact with them
Continually monitor Trending Ticket Dashboards for anomalies or spikes to identify and flag potential outages or major issues before they escalate into outages
Champion automation and AI-enabled support: become the product owner of an AI Support Agent chatbot and closely partner with the development team to drive the changes being implemented into the chatbot (from analysis of Helpdesk ticket data) to continually enhance the user experience through self-service automation
Vendor Relationship Management: Establish and maintain a strong partnership with Helpdesk vendor’s Leadership and Management Team to foster an open line of communication flow between the Helpdesk and Blackrock Technology Leaders to ensure transparency on all escalations, changes, updates and outages
Qualification
Required
Proven leadership of Helpdesk vendor management in a fast paced, high-volume, contact center or enterprise Service Desk environment
Excellent knowledge of ServiceNow (ServiceNow Certification highly preferred): specifically in advanced reporting, knowledge management, dashboard generation, and virtual agent functionality
Ability to generate accurate ServiceNow ticket reporting metrics through Excel spreadsheets with the ability to accurately sanitize data quickly and on demand
Ability to create presentable Pivot tables in Excel for senior Technology Leadership members
Ability to create ServiceNow Dashboards that track relevant ticket metrics over periods of time to highlight trends and forecasts
Service management proficiency: 8–10+ years in IT support with hands-on ITIL practices (Incident, Request, Problem, Parent/Child Ticket management) and Major Incident / Outage handling
Expertise in troubleshooting and navigating end-user technologies: Windows/MacOS, Microsoft 365 (Outlook/Teams/OneDrive), mobile (iOS) / MDM solutions, identity/access (Azure AD/MFA), and endpoint management (e.g., Intune)
Technology Driven Management Experience - ability to interpret ticket data (via incidents/requests, workflows, reporting/dashboards) and drive operational decisions to promote efficiency
Executive/VIP support awareness: skilled at prioritization, discretion, and rapid response for senior stakeholders and visiting clients
Excellent communication: (written/verbal), customer empathy, and stakeholder management; comfortable with servicing a broad audience‑ and creating/reviewing service communications
Prioritization and multitasking: based on business impact; operating efficiently under pressure and effective in crisis scenarios
Preferred
Prior experience in a financial services organization or supporting trading floor users and time‑sensitive business processes
Familiarity with: Power BI or similar analytics tools for operational dashboards
Smartsheet, Jira, and Agile delivery practices
Experience 'shift left'/automation initiatives (via chatbots, self‑service automation tools)
Benefits
Annual discretionary bonus
Healthcare
Leave benefits
Retirement benefits
Strong retirement plan
Tuition reimbursement
Comprehensive healthcare
Support for working parents
Flexible Time Off (FTO)
Company
BlackRock
BlackRock is an investment company that offers its services to institutions, intermediaries, foundations, and individual investors.
10001+ employees
H1B Sponsorship
BlackRock has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (34)
2023 (8)
2022 (37)
2021 (31)
2020 (27)
Funding
Current Stage
Public CompanyTotal Funding
$6.59BKey Investors
Ariel Yehezkel
2025-06-20Post Ipo Equity· $0.02M
2025-03-27Post Ipo Debt· $1.08B
2024-07-17Post Ipo Debt· $2.5B
Leadership Team
Andrew Leba
Vice President & Legal Counsel
Mike Strug
Vice President
Recent News
Newsroom Panama
2026-01-08
2026-01-08
2026-01-07
Company data provided by crunchbase