Workforce Technology Support Manager

Workforce Technology Support Manager Overview
The Workforce Technology Support Manager represents the voice of approximately 14,000 internal customers, including employees and consultants, to enhance productivity and efficiency. This role involves overseeing service providers to ensure adherence to SLAs/KPIs, driving process improvements, maintaining up-to-date SOPs, and monitoring vendor performance. The manager will communicate material changes and production issues, document service requests, and resolve issues across the enterprise.

Responsibilities Concierge User Support

• Provide dedicated support for financial advisors and wholesalers (~1,500 users).
  
  
• Conduct 1:1 appointments for new device setups.
  
  
• Manage concierge service desk support.
  
  
• Coordinate offsite event support, ensuring proper staffing, equipment delivery, and technical readiness.
  
  
• Collaborate with event teams monthly to review past events and plan upcoming needs.
  
  
• Oversee concierge and enterprise help desk operations.
  
  

Proactive Device Refresh Program

• Provide leadership and governance over the enterprise-wide device refresh program.
  
  
• Monitor overall health and age of device fleet, authorizing replacements for legacy devices nearing end of life.
  
  
• Govern service providers to ensure quality, accountability, and customer satisfaction.
  
  
• Review customer satisfaction (CSAT) surveys and ensure corrective actions drive positive improvements.
  
  
• Conduct monthly service provider reviews and document improvement schedules.
  
  

Onboarding Program

• Oversee enterprise-wide onboarding technology support.
  
  
• Ensure devices are quality-checked, shipped within SLA, and properly set up for new hires.
  
  
• Govern service provider performance, ensuring compliance with SLAs/KPIs.
  
  
• Review new hire satisfaction surveys and address opportunities for improvement.
  
  

Asset Management

• Provide governance over the enterprise-wide asset management program.
  
  
• Conduct weekly and monthly asset review inspections.
  
  
• Partner with risk and controls to ensure compliance and accuracy.
  
  
• Maintain inventory levels to support same-day fulfillment of requests.
  
  
• Support proactive refresh and onboarding programs.
  
  
• Ensure adherence to IT controls within the End User Support organization.
  
  

Strategic Initiatives

• Lead and support initiatives such as:
  
  
  • Windows 11 upgrade
    
    
  • Corporate mobility program
    
    
  • Device strategy planning
    
    
• Oversee ~$6M hardware portion of the overall EUC budget.
  
  
• Provide monthly analysis of spend vs. budget and submit approvals as required.
  
  

Team Oversight

• Lead both onshore and offshore service provider resources supporting end users.
  
  

Skills and Qualifications

• Bachelor s degree in Computer Science or related field.
  
  
• Proven expertise in leading end-user support programs and governance.
  
  
• Experience managing large-scale IT initiatives, including device refresh and onboarding programs.
  
  
• Strong skills in compliance, risk management, and metrics reporting.
  
  
• Exceptional collaboration and communication skills across teams and regions.
  
  
• Experience managing multi-million-dollar budgets.
  
  
• Strong troubleshooting and problem-solving skills.
  
  

Technical Expertise

• Project management and process documentation.
  
  
• Windows 10/11, Microsoft Azure Virtual Desktop.
  
  
• Hardware (laptops, desktops, monitors, peripherals).
  
  
• Mobile device management (Apple iOS, BYOD).
  
  
• Microsoft 365 Suite (OneDrive, OneNote, Outlook, Word, Excel, PowerPoint, SharePoint).
  
  
• Microsoft Teams (apps, Teams Rooms, phones, voice service).
  
  
• Enterprise meeting and event platforms (Zoom, Webex, Teams, Google Meet, GoToMeeting, Intrada).
  
  

Work Location

• Based in Houston, TX, with a hybrid schedule combining office and remote work. (accepting candidates in the following markets):
  TX-Houston
  NE-Omaha
  FL-Jacksonville
  TN-Nashville
  FL-Orlando
  
  

Travel

• Up to 25% travel may be required.
  

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.