Technology Support Manager

Victory Capital |San Antonio, TX

About Victory Capital:

Victory Capital is a diversified global asset management firm. The Company operates a next-generation business model combining boutique investment qualities with the benefits of a fully integrated, centralized operating and distribution platform.

Victory Capital provides specialized investment strategies to institutions, intermediaries, retirement platforms and individual investors. With 12 autonomous Investment Franchises and a Solutions Platform, Victory Capital offers a wide array of investment products, including mutual funds, ETFs, separately managed accounts, alternative investments, third-party ETF model strategies, collective investment trusts, private funds, and a 529 Education Savings Plan.

General Summary and Purpose:

As the Technology Support Manager, you will lead the technical support teams responsible for Tier 1 service desk, Tier 2 end-user support, asset management, and batch and application monitoring services. This hands-on leadership position will need to understand goals, growth plans and future direction including the support of hardware, software, applications, operating systems, and connectivity. The Technology Support Manager will have a demonstrated passion for technology and customer service and enjoy rolling up your sleeves to implement processes and make important decisions that enhance our work.

You will report to the Director, Technology Operational Excellence.

You Will:

• Lead all aspects of Tier 1 and Tier 2 Support, including supporting remote customer staff, white-glove VIP support, and after-hours on call escalation for important issues.
• Lead 24X7 Managed Web & Mobile application support.
• Monitor and detect anomalies associated with enterprise applications and daily batch cycle.
• Oversee IT Purchasing and Asset Management.
• Measure, monitor, and maintain the team's ability to exceed contact and resolution Service Level Agreements.
• Coordinate/lead a variety of projects in an operational environment.
• Provide support using support desk, phone calls, and personal visits and respond promptly to requests, calls, emails, and other electronic communications.
• Establish relationships and partner with Product Managers and other IT teams and management on troubleshooting, implementing best practices, and improving systems.
• Develop and maintain policies, procedures, and processes.
• Oversee Incident management, root cause analysis, and serve as a point of escalation for client issues.
• Guide communication between third-party service providers, vendors, and contractors as they relate to technical operations of IT Systems.
• Lead development & management of the ITSM platform (ServiceNow or similar) to identify opportunities for business improvements through smart use of process and self-service.
• Assess call and ticket volume and individual workloads, determining required changes to labor resources and ticket escalation.
• Oversee and help coach IT support staff on issue resolution, issue escalation, solution delivery, and incident closure.
• Solution new technologies and explores new or improved support technology tools or equipment and make recommendations to senior management.

You Have:

• An open-mind, are a team player with servant leadership skills.
• Continuous improvement mindset.
• A Bachelor's degree in computer science, information systems, or a related field.
• Five years of support experience and two years of leadership responsibility.
• Success in people management of professional staff with varying levels of skill and development.
• Skills in process, documentation, and change management.
• Working knowledge with Microsoft, MAC, Desktop/Laptops, networking, and A/V equipment.
• Ability to grasp new technologies, provide recommendations, and implement.
• Working knowledge of ITIL concepts.
• Experience working with offshore outsourced service providers.
• Experience with financial services industry technology.
• Experience leading a helpdesk, technical support team, or network operations center.
• Experience with Agile methodology.
• Availability to be on-call for Major Incident Response.
• Willing to work after-hours nights and weekends minimally, as required.

Our Benefits:

Victory Capital Management offers excellent Medical, Dental, Vision plans, Flexible PTO, Family Medical and Disability Leaves, Education Tuition Reimbursement, and a 401k plan with a generous employer match.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.