Manager, Deskside Support

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Manager, Deskside Support

manager · Technology / Software Development

Location

Technology Services

Technology Services (TS) is responsible for delivering all enterprise infrastructure, applications and related end user technology services across all Brookfield business groups.

Brookfield Culture

Brookfield has a unique and dynamic culture.  We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader:  Entrepreneurial, Collaborative and Disciplined.  Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.

Job Description

Role Summary

Leads local deskside operations and contributes to a globally aligned service delivery model. Accountable for team performance, service quality, stakeholder engagement and operational execution, partnering closely with regional and global deskside leads, ITIL process owners and technology service owners. Success is defined by building a high‑performing team, delivering reliable and consistent support, strengthening stakeholder trust and aligning regional execution with global service expectations.

Key Responsibilities

• Team Leadership & Development: Lead, coach and develop a high‑performing deskside support team with clear objectives and regular evaluations; identify skill gaps and implement development plans; foster a collaborative culture that promotes accountability and continuous improvement.

• Stakeholder Engagement & Representation: Serve as a liaison with business stakeholders to understand support needs; capture and act on feedback; represent the local user base in regional and global forums to align business needs with service delivery.

• Global Collaboration & Alignment: Collaborate with regional and global deskside teams to align local service delivery with enterprise standards; contribute to global initiatives focused on process standardization, knowledge sharing and service improvement; balance local needs with global expectations.

• Service Delivery & Operational Excellence: Ensure consistent, timely and high‑quality support across incidents, requests, tasks and calls; monitor queues, SLA performance, backlog and resolution times; drive improvements in first‑contact resolution and service responsiveness.

• Escalation & Incident Management: Manage escalations to ensure timely resolution and clear communication; document escalation handling and reduce repeat escalations through root cause awareness and continuous improvement.

• Process Discipline & Continuous Improvement: Ensure adherence to established processes, policies and service standards; identify inefficiencies, rework and process gaps and implement improvements; maintain and enhance process documentation.

• ServiceNow & Data Quality: Ensure effective use of ServiceNow for ticket management and reporting; maintain high‑quality, complete and accurate ticket data; leverage reporting to monitor performance and identify improvement opportunities.

• Asset & Technology Management: Own asset accuracy and lifecycle tracking for end‑user devices; ensure hardware and meeting room technologies are functioning reliably; reduce asset discrepancies and technology‑related support issues through strong oversight.

• Project & Technology Rollout Support: Support delivery of projects and new technology rollouts by coordinating technical activities, identifying risks early and ensuring smooth execution and adoption with minimal disruption.

Key Deliverables

• Built a high‑performing, accountable deskside support team with clear development plans and improved service quality at the 90 percentile.

• Strengthened stakeholder relationships resulting in higher user satisfaction and fewer recurring issues.

• Improved SLA adherence, reduced backlog and increased mean time to resolution (MTTR) rates.

• Established consistent escalation management with reduced repeat issues.

• Aligned local operations with global standards, reducing regional variation.

• Improved ServiceNow data quality and reporting reliability.

• Ensured accurate asset tracking and a stable end‑user technology environment.

• Successfully supported projects and technology rollouts with minimal disruption.

Required Experience

• Bachelor’s degree in information technology or related field preferred.

• 5–7 years of progressive IT support experience, including 3+ years in a leadership role.

• Experience in financial services and front‑office support preferred.

• Proven success in team leadership, coaching and performance management.

• Track record of building collaborative, high‑performing teams.

Skills & Qualifications

• Leadership: ability to lead, motivate and develop high‑performing teams.

• Customer‑centric approach with a strong focus on delivering exceptional end‑user experiences.

• Accountability and professionalism under pressure with strong follow‑through.

• Detail‑oriented diagnostic and problem‑solving skills.

• Innovative mindset to identify opportunities for process improvement and efficiency.

• Technical proficiency with ServiceNow or similar ITSM platforms.

• Strong working knowledge of Windows OS and troubleshooting, Microsoft 365, mobile device management (iOS/Android), Microsoft Teams Voice, audio/visual and conferencing technologies, Zscaler, multi‑factor authentication and common system tools.

• Familiarity with desktops, laptops, mobile devices, printers and Cisco conferencing equipment.

Preferred Qualifications

• CompTIA A+ or Network+ certification.

• ITIL Foundation or Intermediate certification.

Salary Range - $120,000- 130,000

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Our compensation structure is comprised of a base salary and a short-term incentive program (cash bonus). Cash compensation tends to vary based on geography to account for local market conditions and is set to be market competitive. Compensation decisions are based on a number of factors including relative experience, overall years of experience, industry experience, education and designations.

Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it.  Accordingly, we do not tolerate workplace discrimination, violence or harassment.