Waystone · 1 day ago
Senior Technical Support Manager
United States
Full-time
Remote
Senior Level
5+ years expWaystone is a company that specializes in services for the asset management industry, partnering with various financial institutions. The Senior Technical Support Manager is responsible for managing IT support services, overseeing teams, and ensuring alignment with business objectives while driving continuous improvement and operational excellence.
FinanceFinancial Services
Responsibilities
Lead and inspire a high-performing IT support team, fostering accountability and growth
Develop and execute support strategies aligned with business and ITIL frameworks
Promote a culture of proactive problem-solving and continuous improvement
Influence cross-functional teams and senior stakeholders to drive IT initiatives
Leading the training of Level 1 & ServiceDesk by the L2 team
Oversee resolution of complex technical issues across end-user environments
Ensure efficient ticket handling, escalation management, and service delivery
Monitor KPIs, SLAs, and customer satisfaction metrics to ensure service quality
Provide hands-on support and guidance for ServiceDesk, Level 1 & Level 2 engineers
Manage systems including Office 365, Exchange, Active Directory, AWS, Azure & virtualized environments
Lead troubleshooting efforts across end user solutions environment
Coordinate and deliver IT projects with clear timelines and stakeholder engagement
Collaborate with Service Management and senior leadership on strategic initiatives
Identify recurring issues and implement long-term solutions
Ensure adherence to internal policies and regulatory requirements
Maintain system security, patching, and proactive monitoring to minimize downtime
Liaise with third-party vendors for escalated support and service delivery
Qualification
Required
Minimum 5–7 years in IT support, with at least 2 years in a senior technical role
Proven experience managing technical teams and delivering IT services in a complex environment
Strong troubleshooting skills across hardware, software, cloud, and network domains
Degree in Information Technology or related field
Preferred
ITIL Certified
MCSE or equivalent certification
AWS or Azure certification
Company
Waystone
Waystone is a provider of institutional governance, risk and compliance services to the asset management industry.
1001-5000 employees
H1B Sponsorship
Waystone 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
2023 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2021-07-01Acquired
Leadership Team
Liliana Solomon
Group Chief Financial Officer
Andy Lamont
Chief Risk Officer
Recent News
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