CFA Institute
Global Technology Support Services
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Manager, Global Technology Support Services
Are you a technology leader who thrives on building exceptional employee experiences through modern workplace technology? Do you enjoy leading global teams, advancing workplace technologies, and partnering across the business to deliver secure, seamless, and scalable end-user services? If so, you'll have the opportunity to make a meaningful impact by helping shape how colleagues around the world connect, collaborate, and work every day.
The Manager, Global Technology Support Services is responsible for the global delivery, evolution, and continuous improvement of end-user technology support services. This role provides proactive leadership across help desk operations, audiovisual (A/V) services, and end-user device lifecycle management, ensuring a high-quality, customer-centric experience for a globally distributed workforce. This hands-on leadership role operates at a strategic and operational level to lead internal teams and manage global vendors. The Manager, Global Technology Support Services partners closely with Network, Security, and Engineering functions, and establishes scalable service models, supply chain capabilities, and performance metrics aligned to enterprise standards.
This position is based in London and reports to the Senior Director, Security Architecture & Engineering.
What You’ll Do
End User Support & Service Delivery
- Lead the global IT help desk function, ensuring consistent, high-quality support for end users across regions and time zones.
- Proactively manage end-user issues by identifying recurring incidents, root causes, and systemic improvements rather than reactive ticket resolution.
- Establish and enforce service standards, SLAs, and escalation frameworks, ensuring accountability and transparency across internal teams and external vendors.
- Monitor, analyze, and report on service performance, customer satisfaction, and operational trends to drive continuous improvement.
A/V Solutions Design & Operations
- Collaborate with Facilities on the design, implementation, and sustainment of enterprise A/V solutions, including conference rooms, collaboration spaces, and executive environments.
- Partner with Facilities, Security, Global Communications, and Network teams to ensure A/V solutions are reliable, secure, and aligned with modern collaboration standards.
- Oversee vendor-delivered A/V services, ensuring quality, consistency, and lifecycle planning.
Network & Infrastructure Collaboration
- Provide strategic oversight of network-related end-user issues, working in close partnership with the Network team to resolve systemic performance, connectivity, and reliability challenges.
- Act as the service delivery voice for end users, translating technical network considerations into user-impact assessments and actionable priorities.
- Participate in incident response, post-incident reviews, and service improvement initiatives affecting end-user experience.
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Global Vendor & Partner Management
- Lead relationships with global help desk and A/V vendors, including contract governance, performance management, and continuous improvement planning.
- Ensure vendors meet service expectations, compliance requirements, and customer experience standards.
- Coordinate vendor activities across regions to deliver a seamless, follow-the-sun support model.
End-User Device Supply Chain & Lifecycle Management
- Design and implement a global supply chain and distribution model for end-user devices and associated services.
- Oversee device provisioning, refresh cycles, asset management, logistics, and disposal in compliance with security and sustainability standards.
- Collaborate with Procurement, Security, and Finance to optimize cost, availability, and risk.
People Leadership & Capability Development
- Lead, coach, and develop a high-performing service organization, including internal staff and vendor-managed teams.
- Set clear expectations, hold teams accountable for outcomes, and foster a customer-focused, continuous-improvement culture.
- Build service management capability through process maturity, documentation, training, and knowledge management.
What We’re Looking For
- 8+ years of progressive experience in IT service delivery, help desk, or end-user support roles, including people leadership.
- Demonstrated experience managing global vendors and outsourced service models.
- Strong background in IT service management, end-user computing, and A/V technologies.
- Experience designing or operating global device lifecycle and distribution models.
- Familiarity with ITSM frameworks (e.g., ITIL) and service performance analytics.
- Experience working in a global or highly distributed organization.
- Exposure to financial, risk, or cost-management considerations in technology decision-making.
We offer a comprehensive benefits package to support our employees, including health coverage, generous time off, competitive retirement plans, flexible work options, and wellbeing and development programs. You can learn more on our careers site: Working at CFA Institute | Comprehensive Benefits
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About CFA Institute
CFA Institute is the global leader in investment excellence and ethics. With nearly 200,000 charterholders across 160 markets, we promote professional growth, uphold ethical standards, and help advance better financial markets. Join a global organization committed to putting investors first.
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Important Message
Your application must clearly demonstrate how you meet the requirements as CFA Institute cannot make assumptions about your education, experience, or location. We thank all those who apply.
We are an Equal Opportunity Employer. CFA Institute prohibits both discrimination and harassment with regard to all identifying characteristics: any individual employee, group of employees, or prospective employee on the basis of race, color, national origin, citizenship or immigration status, religion, creed or belief, age, marital or partnership status, marital or family status, care giver status, pregnancy and maternity, sexual and other reproductive health decisions, physical abilities/qualities, disability, sexual orientation, gender, gender identity or expression, predisposing genetic characteristic, military or veteran status, status as a victim or witness of domestic violence or sex offense or stalking, unemployment status, infectious disease carrier status, migrant worker status, educational background, socio-economic status, geographic location and culture or any other basis protected by applicable law. This policy impacts all aspects of employment, including but not limited to, recruitment, hiring, compensation, training, development, promotion, demotion, layoff, recall, furlough, transfer, leave of absence, and dismissal. This is a global policy that applies to all CFA Institute employees, regardless of location.
If, due to a disability or current medical condition, you need an accommodation or assistance to complete a job application, you can request one at any stage of the recruitment process. Please send an email to TAHelpdesk@cfainstitute.org noting the accommodations or assistance you are requesting. Please do not include any medical or health information in this email. We will review your request and contact you to discuss the possible options and arrangements. We will try our best to provide you with an accommodation or assistance that meets your needs and respects your preferences.
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