User Support Services Manager

Permanent contract|New York|IT (Information Technology)

User Support Services Manager

New York, United States Permanent contract IT (Information Technology)


  • Frontline Captain
  • Managers of L2 Desktops support for NY, Chi, JCY, Canada
  • Service Delivery manager Support Desk Services
  • Manager of IMAT
  • Support , maintenance and evolution of desktops support and assets
  • Client support
  • Market watch and contribution to the technology strategy
  • Team management
  • Delegation
  • Escalation
  • Ensure production quality
  • Guarantee a proper level of service to the users
  • Budget management
  • Empower the FTS
  • Transfer activity from Paris to Montreal
  • Control and manage the operational risk
  • Implement the Level 0-1 near shoring strategy

Profile required



  • The ability to build a cohesive team and to manage people effectively.
  • A good understanding of the strategic vision of the department and the ability to set the long-term direction of the team.
  • An ability to balance and plan the short-term & long-term actions of the team.
  • Knowledge and understanding of best practices for service management.
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • The ability to manage time effectively while setting the tone of the team through modeling and leadership.
  • Having experience managing a team of user and desktop technical support is a plus.
  • Ability to provide user support and liaise across technical teams. 
  • Ability to multi-task and has a strong attention to detail.
  • Strong potential for growth and acceptance of additional responsibilities.
  • Ability to handle sensitive matters with discretion and maintain confidentiality.
  • Ability to take initiative to communicate, interact and cooperate with others.


  • Knowledge / Support of the Windows OS & Office suite.
  • Strong skills using Excel, Word & PowerPoint.
  • IT Service Management Tools (Service Now) plus
  • Help Desk contact center Software (Anywhere365) plus
  • Basic understanding of cloud technologies, networking & infrastructure is a plus



  • Minimum 5-7 years experience


  • Financial services business knowledge, particularly prior work experience with financial industries



  • Bachelor’s Degree in Computer Science/Engineering or the equivalent experience



  • English speaking


  • French speaking

Business insight

Employees should understand the institution’s approach to risk management and their respective roles in supporting a strong risk culture, as outlined in the SGUS Operations Enterprise Risk Management Framework. At Societe Generale, we live by our 4 core values of commitment, responsibility, team spirit and innovation. We are engaged and demonstrate consideration for others. We act ethically and with courage. We focus our talent and energy on collective success. We experiment and propose new ideas. This way, we maximize our ability to serve client needs and anticipate market changes. Societe Generale is committed to strengthening bonds with colleagues, communities and the world in which we live, because relationships are at the heart of how we operate.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 21000UBS
Starting date: 2021/12/06
Publication date: 2021/10/07