Vice President, Technology Service Desk/On-Site Support

Job description

**JOB DESCRIPTION** Vice President , Technology Service Desk/On-Site Support At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide. Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what is all about. Join us and be part of something extraordinary. We’re seeking a future team member for the role of Vice President, Managed Print Services Technical Infrastructure Lead to join our Production Services – Workplace Technology Services team. This role is located in Pune, India **Role Overview** This position is responsible for providing subject matter expertise and advanced technical support to the users across India location (~19,000 users). In this role, you’ll make an impact in the following ways: • Provides subject matter expertise/advanced technical on end-user workplace technologies on Windows and Mac platforms to the end-users using established procedures, including guidance, assistance, coordination and follow-up on straightforward and complex end user IT problems and ensure resolution. • Lead workplace technology support related projects & initiatives in the region and ensure the business objectives are successfully met. • Guide/mentor the regional onsite support teams on managing service tickets on virtual desktops. Create & maintain desk procedures, SOPs, Knowledge base & other technical articles required for effectively providing the L1/L2 support by these teams. Address any gaps in existing processes and training to ensure the support teams are up-to speed • Identity opportunities for AI based automation in end-user technologies and drive adoption. • Spot trends in repetitive end-user technology issues and work with respective teams to implement proactive solutions. • Identify opportunities for improvement in workplace technology services to the users and demonstrate beneficial outcomes. Aggressively adopt global best practices in the region. • Collaborate/liase with global teams in resolution of complex workplace technology issues faced by end-users. Represent in global technology forums and champion the interests of the region. • Manage known risks and identify new ones. Foster the concept of continuous process improvement. • Be the face/” go-to” technology person to the Technology and business leadership in the region. To be successful in this role, we’re seeking the following: • 8-15 Years of IT Work experience. At least 7-10 years in end-user technology services on Windows and Mac platforms • Experience in advanced systems administration of Windows/Mac platforms, System Imaging, SCCM based systems patching & software deployments. • Experience with Microsoft Intune, M365/Azure, OneDrive, Windows Group policies, VPN software (Global Protect, ZScalar), Cyber Security products etc. • Experience in handling complex workplace technology challenges and following through to resolution. • Experience of designing and implementing SOPs and track record on effective handling of customer issues; End-user customer management skills. • Experience of working in organizations with large end-user workplace technologies with diverse set of software portfolios would be added advantage. • Any advanced professional certification from Microsoft/Apple on end-user technologies would be beneficial • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of partners, managers, peers, subject matter experts & senior technology/business leaders • Ability to “think outside of the box”, be proactive, have a “Get things done” attitude. • Demonstrated ability to manage time and prioritize work to meet aggressive timelines and work under pressure. At BNY, our culture speaks for itself, check out the latest BNY news at: BNY Newsroom BNY LinkedIn Here’s a Few Of Our Recent Awards: • America’s Most Innovative Companies, Fortune, 2025 • World’s Most Admired Companies, Fortune 2025 • “Most Just Companies”, Just Capital and CNBC, 2025 Our Benefits And Rewards: BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter. **ABOUT US** At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide. Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what is all about. Join us and be part of something extraordinary. **ABOUT THE TEAM** At BNY, our culture speaks for itself, check out the latest BNY news at: BNY Newsroom & BNY LinkedIn Here’s a Few Of Our Recent Awards: • America’s Most Innovative Companies, Fortune, 2025 • World