AVP - US Business Support

At a Glance:

Info Session: RSVP Here

Statement of Interest: No 

Contact: Todd Lambertson

The Opportunity:

The Associate Vice President (AVP) of Technology Business Support provides the required leadership and guidance to Service Desk Team Leaders and individual contributors to sustain the highest level of customer service to Fisher Investments’ employees.

They also drive new support processes and policies throughout the organization while establishing and maintaining positive partnerships with technology teams and business units.  

The Day-to-Day:

• Provides guidance, oversight, and strategic direction to Service Desk Team Leaders
• Managerial responsibilities for all employees within the assigned teams, including performance management and hiring/firing responsibilities
• Acts as a point of escalation for Service Desk issues, ensuring that issues are addressed promptly and thoroughly
• Participates in setting annual and quarterly goals and objectives and measuring and reporting on success for assigned groups
• Collaborates with VP of Business Support on setting the budget, annual planning, project schedules and other major areas of work
• Gauges the efficiency of existing support processes and policies and develop/implement strategies for improvement
• Regularly reviews and maintains, and when necessary creates and implements, policies and procedures within assigned teams/areas
• Ensures adherence to firm policies and procedures by the service desk team
• Oversees development and ongoing refinement of knowledge and training materials to ensure they are up-to-date, accurate, and easily accessible
• Sets and executes Business Support strategy focused on enhancing the end-user experience and leveraging technology trends and industry best practice
• Defines key metrics and KPIs demonstrating efficient and effective end-user support
• Mentors leaders and team members, enhancing collaboration within the team and across Technology departments

Additional responsibilities may include:

• Stays technically aware of upcoming technology projects and initiatives that impact the user
• Works closely with Compliance, HR, and Legal
• Coordinates efforts with other applicable groups
• Responsible for other projects and job functions as deemed necessary

Your Qualifications:

• 5-7 years experience providing end-user support across various platforms required.
• 5-7 years management experience required including a track record of leading service desk support teams.
• Knowledge and understanding of best practices for service management.
• Exceptional leadership skills with the ability to mentor, motivate, and guide team members towards achieving organizational goals.
• Exhibits innovative thinking and problem-solving capabilities, proactively devising and implementing effective solutions.
• Demonstrates autonomy, collaboration, and decision-making competence, adept at navigating complex situations independently or as part of a team.
• Ability to initiate change and manage varying priorities in a fast-paced environment.
• Demonstrates a proactive problem-solving mindset, swiftly identifying and seeking the necessary support for resolution.
• Strong verbal and written communication skills, including the ability to be influential and persuasive with stakeholders.
• Excellent interpersonal skills, with the ability to foster positive relationships with internal teams and external stakeholders.
• Strong time management and organizational skills.
• ITIL certification preferred.
• Bachelor’s degree in Technology or related field or combination of education and experience required.

We will conduct a preliminary screen of applicants based on qualifications, performance and manager feedback. Those who meet the hiring manager’s requirements will be moved forward in the process by participating in an interview. If you’d like to know more about the role, feel free to get in touch with Todd Lambertson.

FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER