In this role, you will lead the global delivery and continuous improvement of end-user support services, ensuring a high-quality, customer-centric experience for a distributed workforce. You will oversee internal teams and global vendors while building scalable service models, managing device lifecycles, and establishing performance metrics aligned with enterprise standards.
The Manager, Global Technology Support Services is responsible for the global delivery, evolution, and continuous improvement of end-user technology support services. This role provides proactive leadership across help desk operations, audiovisual (A/V) services, and end-user device lifecycle management, ensuring a high-quality, customer-centric experience for a globally distributed workforce. This hands-on leadership role operates at a strategic and operational level to lead internal teams and manage global vendors. The Manager, Global Technology Support Services partners closely with Network, Security, and Engineering functions, and establishes scalable service models, supply chain capabilities, and performance metrics aligned to enterprise standards.
This position is based in London and reports to the Senior Director, Security Architecture & Engineering.
What You’ll Do
End User Support & Service Delivery
Lead the global IT help desk function, ensuring consistent, high-quality support for end users across regions and time zones.
Proactively manage end-user issues by identifying recurring incidents, root causes, and systemic improvements rather than reactive ticket resolution.
Establish and enforce service standards, SLAs, and escalation frameworks, ensuring accountability and transparency across internal teams and external vendors.
Monitor, analyze, and report on service performance, customer satisfaction, and operational trends to drive continuous improvement.
A/V Solutions Design & Operations
Collaborate with Facilities on the design, implementation, and sustainment of enterprise A/V solutions, including conference rooms, collaboration spaces, and executive environments.
Partner with Facilities, Security, Global Communications, and Network teams to ensure A/V solutions are reliable, secure, and aligned with modern collaboration standards.
Oversee vendor-delivered A/V services, ensuring quality, consistency, and lifecycle planning.
Network & Infrastructure Collaboration
Provide strategic oversight of network-related end-user issues, working in close partnership with the Network team to resolve systemic performance, connectivity, and reliability challenges.
Act as the service delivery voice for end users, translating technical network considerations into user-impact assessments and actionable priorities.
Participate in incident response, post-incident reviews, and service improvement initiatives affecting end-user experience.
Global Vendor & Partner Management
Lead relationships with global help desk and A/V vendors, including contract governance, performance management, and continuous improvement planning.
Ensure vendors meet service expectations, compliance requirements, and customer experience standards.
Coordinate vendor activities across regions to deliver a seamless, follow-the-sun support model.
End-User Device Supply Chain & Lifecycle Management
Design and implement a global supply chain and distribution model for end-user devices and associated services.
Oversee device provisioning, refresh cycles, asset management, logistics, and disposal in compliance with security and sustainability standards.
Collaborate with Procurement, Security, and Finance to optimize cost, availability, and risk.
People Leadership & Capability Development
Lead, coach, and develop a high-performing service organization, including internal staff and vendor-managed teams.
Set clear expectations, hold teams accountable for outcomes, and foster a customer-focused, continuous-improvement culture.
Build service management capability through process maturity, documentation, training, and knowledge management.
What We’re Looking For
8+ years of progressive experience in IT service delivery, help desk, or end-user support roles, including people leadership.
Demonstrated experience managing global vendors and outsourced service models.
Strong background in IT service management, end-user computing, and A/V technologies.
Experience designing or operating global device lifecycle and distribution models.
Familiarity with ITSM frameworks (e.g., ITIL) and service performance analytics.
Experience working in a global or highly distributed organization.
Exposure to financial, risk, or cost‑management considerations in technology decision‑making.
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About CFA Institute
CFA Institute are the global leader in investment excellence and ethics. With nearly 200,000 charterholders across 160 markets, we drive professional growth, ethical behavior, and better markets. We care about our employees’ well-being, offering industry-leading benefits like:
Comprehensive health coverage for you and your family
Generous leave and time off
Competitive retirement plans
Flexible work options
Wellness, education, and support programs
If you feel this opportunity could be the next step in your career, we encourage you to click “Apply” and complete our three-minute application.
Be part of a team committed to putting investors first and growing economies. Follow us @CFAInstitute on LinkedIn and X.
Important Message: Your application must clearly demonstrate how you meet the requirements as CFA Institute cannot make assumptions about your education, experience, or location. We thank all those who apply. Only those selected for further consideration will be contacted.
We are an Equal Opportunity Employer. CFA Institute prohibits both discrimination and harassment with regard to all identifying characteristics: any individual employee, group of employees, or prospective employee on the basis of race, color, national origin, citizenship or immigration status, religion, creed or belief, age, marital or partnership status, marital or family status, care giver status, pregnancy and maternity, sexual and other reproductive health decisions, physical abilities/qualities, disability, sexual orientation, gender, gender identity or expression, predisposing genetic characteristic, military or veteran status, status as a victim or witness of domestic violence or sex offense or stalking, unemployment status, infectious disease carrier status, migrant worker status, educational background, socio-economic status, geographic location and culture or any other basis protected by applicable law. This policy impacts all aspects of employment, including but not limited to, recruitment, hiring, compensation, training, development, promotion, demotion, layoff, recall, furlough, transfer, leave of absence, and dismissal. This is a global policy that applies to all CFA Institute employees, regardless of location.
If, due to a disability or current medical condition, you need an accommodation or assistance to complete a job application, you can request one at any stage of the recruitment process. Please send an email to [email protected] noting the accommodations or assistance you are requesting. Please do not include any medical or health information in this email. We will review your request and contact you to discuss the possible options and arrangements. We will try our best to provide you with an accommodation or assistance that meets your needs and respects your preferences.
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Skills Required
- 8+ years of experience in IT service delivery or end-user support
- Experience managing global vendors and outsourced service models
- Strong background in IT service management and end-user computing
- Experience designing global device lifecycle models
- Familiarity with ITSM frameworks like ITIL
- Experience in a global or distributed organization
CFA Institute Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CFA Institute and has not been reviewed or approved by CFA Institute.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage alongside life and disability insurance is described as robust. These offerings are positioned as a dependable cornerstone of the package.
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Retirement Support — A generous retirement program with 401(k) and profit sharing in many locations supports long-term financial security. This element stands out within total rewards.
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Leave & Time Off Breadth — Generous paid time off, a year-end office closure, summer hours, and volunteer time underscore strong time-away support. Additional programs broaden the range of time-off options.
CFA Institute Insights
What We Do
CFA Institute is a global community of more than 175,000 investment professionals working to build an investment industry where investors’ interests come first, financial markets function at their best, and economies grow. We are driven by the belief that lasting economic growth depends on trust, competence, and transparency in financial markets, and we know that it must be led by professionals adhering to the highest levels of ethics and investment expertise. We achieve these goals by: raising standards of professional excellence in the industry; championing ethical behavior in investment markets; serving as a respected source of knowledge in investment markets; and creating a strong global community of investment professionals.
