Commonwealth Financial Network Manager, Hardware and Deskside Support in Waltham, Massachusetts
Are you an experienced, customer service–focused IT manager with advanced knowledge of hardware and software maintenance and support? As manager, hardware and deskside support, you will be responsible for the administration of our hardware and software service, maintenance, and support initiatives. You will also track our IT asset life cycles, help manage inventory, and maintain information on hardware assets, software licenses, and service level agreements, while ensuring compliance with purchasing procedures and standards. As a people manager, you will oversee and grow a dynamic team while providing mentorship and technical expertise. In this role, you will contribute to the overall success of our growing company by supporting our internal hardware needs.
Assisting in population of the CMDB
Ensuring that the hardware is sufficiently secured with respect to endpoint management and encryption
Building out a high-performing team, providing mentoring and technical guidance
Reporting and tracking metrics
Overseeing vendor management
Performing advanced troubleshooting for end-user hardware, specifically PC and Mac support
Supporting all conference room and video conferencing hardware configurations
Creating requisitions for hardware and software purchases, as well as subsequent maintenance
Tracking product and contract life cycles
Coordinating with management in utilizing asset management tools, such as ServiceNow, to create, analyze, review, and track asset data
Participating in audits and physical asset verification throughout the enterprise for hardware and software assets
Maintaining process documentation
Aiding in the ongoing ITSM strategy and execution plan
Providing artifacts in ServiceNow for all hardware / software procurements
Working with other team members and management staff regarding document control and configuration management use and processes
Providing recommendations and best practices to improve existing hardware management processes and procedures
Assisting with the creation and testing of OS images
Participating in our on-call rotation, providing 24/7 response to network outages during on-call periods
Communicating, tracking, and resolving complex hardware issues in a timely fashion
Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
Can articulate ideas and concepts clearly and professionally
Proven ability to pay close attention to detail and follow change management procedures
Ability to work closely with others on technical and procedural topics
Proven ability to work under pressure and meet project deadlines
Experience prioritizing and performing multiple tasks
Excellent verbal and written communication skills, especially with Visio diagrams and technical documentation
Additional skills and knowledge
Bachelor’s degree in CIS or related field, with 10 or more years of advanced hardware and software maintenance and support, including firmware packages and BIOS updates
Experience with Mac OS and Windows required
CompTIA A+ IT Technician and Apple Certified Macintosh Technician certifications (or related) a major plus
Experience with ServiceNow, specifically ServiceNow Asset Management Modules, required
5+ years’ experience in a management position
Experience with Microsoft SCCM a plus
Have we piqued your curiosity? Can you see yourself thriving in this opportunity? Let’s introduce ourselves.
About Commonwealth—and Our Anything but Common® Culture
Commonwealth Financial Network® is the largest privately held Registered Investment Adviser–independent broker/dealer in the U.S., with offices in Waltham, Massachusetts, and San Diego, California. Since 1979, we’ve been delivering indispensable service to independent financial professionals so they, in turn, can put their clients first. Our technology, research, resources, and support—plus a variety of affiliation models—deliver what today’s independent advisors need to thrive.
That being said, we are a financial services company with a unique mission—one that encompasses purpose, vision, and core values in equal measure. Staying true to these guiding principles is the reason we are recognized so often and by so many for the quality of life we enjoy here. We believe it directly translates to a better experience for everyone: employees, advisors, clients, and our communities.
Creating a supportive culture where everyone can thrive is a mission we take seriously. From professional development to comprehensive benefits, grassroots leadership opportunities, generous bonus and stock option incentive plans, opportunities to unwind and connect, and so much more, Commonwealth is not just a great place to work—it’s a place that, for many, feels like home.
We care about your online safety as a prospective employee and encourage you to exercise caution when responding to job postings online. Commonwealth Financial Network® will never ask potential hiring candidates to pay or transfer funds as a precondition of interviews or employment, nor will we authorize recruiters or agents to do so on our behalf.
Commonwealth Financial Network® is an equal opportunity employer that is committed to a diverse workforce.
External Company Name: Commonwealth Equity Services, Inc.
External Company URL: http://www.commonwealth.com/Homecfn.aspx
Street: 29 Sawyer RD