Senior Vice President of IT Operations

2 weeks ago

New York, New York, United States GLG Full time

At GLG, our Technology Support division is pivotal in ensuring seamless and efficient operations across our global landscape. Our dedicated team of professionals is committed to addressing user inquiries related to desktop solutions and enterprise applications.

Reporting directly to the Chief Information Officer, the Senior Vice President of IT Operations will play an essential role within the Technology team, overseeing a worldwide team of approximately 20 personnel. The ideal candidate will be accountable for all aspects of IT, including the Service Desk, office technology, wireless connectivity, and enterprise systems. This role requires collaboration with all organizational levels to facilitate optimal business results and spearhead initiatives that enhance productivity for our team members. Given the complexity of many projects, it is crucial for the Senior Vice President of IT Operations to confidently seek clarification, pursue critical information, and be diligent in formulating and managing strategic plans.

Key responsibilities encompass (but are not limited to):

  • Oversee the Technology Support Service Desk, ensuring timely resolution of reported issues.
  • Design, implement, and continuously refine the user support request process and workflow, integrating new functionalities and automation.
  • Promote self-service capabilities throughout the organization by introducing new self-help resources and automation tools that empower team members to resolve IT challenges independently.
  • Monitor and manage essential metrics for the Service Desk, including ticket volume, mean time to resolution, and common requests by region, presenting findings to the CIO on a quarterly basis.
  • Champion the adoption of ITIL best practices within the IT Service Desk operations.
  • Take ownership of the technical development and architecture of Office 365, Zoom, Azure Active Directory, and other enterprise productivity platforms.
  • Provide technical oversight for all office systems, including conference facilities, printing solutions, wireless networks, and internet connectivity.
  • Collaborate with key technology and business leaders on cross-functional technology initiatives.
  • Foster a culture of exceptional IT service delivery across the global workforce.
  • Equip the organization with professional collaboration and productivity tools that enhance efficiency, minimize manual tasks, and empower team members to excel.
  • Engage with cross-functional business stakeholders on enterprise projects to develop new office environments, enhance collaboration, and facilitate outstanding company-wide events.
An ideal candidate will possess the following qualifications:
  • A minimum of 10-15 years of relevant experience in IT Service Desk management.
  • Technical proficiency across IT, networking, and productivity tools is preferred.
  • Ability to cultivate a strong team-oriented culture that encourages growth and enjoyment.
  • Exceptional communication and presentation abilities.
  • Highly personable and collaborative, with strong relationship-building skills.
  • Exhibit humility, compassion, kindness, and a commitment to excellence, which are core values of our organization.
  • Demonstrate strong drive, organizational skills, and sound judgment.
What We Offer:

Benefits: All U.S. GLG employees have access to a comprehensive benefits package, including:
  • Extensive medical, dental, and vision coverage effective from the first day of employment.
  • Flexible paid time off with no predetermined limits on vacation, in addition to 10 company holidays.
  • 401(k) and Roth 401(k) plans with employer matching (subject to annual limits and vesting).
  • Tuition reimbursement for eligible courses, including language skills development.
  • Paid parental leave, adoption, and surrogacy reimbursement.
  • Complimentary wellbeing support through various programs, including mental health resources.
  • Additional work perks and benefits based on job location.
Compensation: GLG is dedicated to equitable compensation practices. Actual compensation is determined by various factors unique to each candidate, including skills, experience, certifications, and specific work location. Certain roles may also qualify for incentive compensation.

About GLG / Gerson Lehrman Group

GLG is the world's leading insight network. Our clients depend on GLG's global team to connect with valuable insights across various fields from our network of approximately 1 million experts, with new experts joining daily.

We serve thousands of the world's top businesses, from Fortune 500 companies to leading technology firms and professional services organizations. We connect our clients to the largest and most diverse source of firsthand expertise, including executives, scientists, academics, former public-sector leaders, and top subject matter specialists.

GLG's industry-leading compliance framework enables clients to learn in a structured, auditable, and transparent manner, consistent with their internal compliance obligations and the highest professional ethical standards. Our compliance standards are a significant competitive differentiator and a key aspect of our corporate culture.

To learn more, visit our website.

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