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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.

Key responsibilities

  • 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

Core strengths

  • 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.

ID: W-2020-125

External Company Name: Commonwealth Equity Services, Inc.

External Company URL:

Street: 29 Sawyer RD