GLG’s Applications Support team provides the essential fabric that enables effective and efficient operations for the company globally. Our team of support professionals are laser focused on user requests for desktop technology, enterprise software and internal tools that complement the client experience.
Reporting directly to the Head of IT Service Delivery, the Technical Operations Manager will be a critical member of the Technology team. The successful candidate possesses applications subject matter expertise, providing Level 2 Application Support to GLGs global user community. You will partner globally and across organizational boundaries to ensure GLGers leverage our applications and tools to maximize productivity and provide an exceptional client experience. While service disruptions are infrequent, diagnosing issues, identifying workarounds, communicating status and driving rapid resolution to increase reliability is paramount.
As our organization evolves, this role could take on more responsibility, so flexibility and willingness to take on new challenges is key to this exciting new function.
Specific responsibilities include (but are not limited to):
- Lead Level 2 Application Support for enterprise and internal tools that are used to deliver an exceptional experience to GLG clients
- Drive better business outcomes across front line teams through curating enablement content (training, quick start guides, release notes, etc) and leading trainings to achieve best practices that unlock productivity
- Develop a strong self-service culture is key to success
- Collect and analyze key metrics associated with tool use and correlated to business KPIs
- When service disruptions occur, manage the Problem and Incident Management processes, with communication to stakeholders and end users.
- Share ideas on new tools that will drive employee productivity, reduce manual work, and allow GLGers to be the best versions of themselves
An ideal candidate will have the following:
- At least 5-10 years of relevant technology management experience, preferably in a support role
- Passionate about learning technology platforms, and how they can optimize business workflow
- Proven success in a technology service role, and proving success with KPIs
- Experience in troubleshooting technology issues, problem and incident management process
- Working knowledge of Front, Office 365, Zoom, WhatsApp, and quick to pick up internally developed software tools
- Be flexible to pivot quickly and multi task across several tasks
- Excellent communication and presentation skills
- Must be highly personable and collaborative, with strong interpersonal and partnership building skills
- Must possess humility, compassion, kindness and a drive for excellence, all of which are core company values
- Demonstrate strong drive, organization, and judgment.
What We Offer:
Benefits: All U.S. GLGers also have access to benefits such as:
- Comprehensive medical, dental and vision coverage effective on your first day of employment
- Flexible paid time off. No pre-determined limits on vacation time, plus 10 company holidays
- 401(k) and Roth 401(k) plans with an employer match (subject to annual limits & vesting)
- Tuition reimbursement program for eligible courses including language skills courses
- Paid parental leave, adoption and surrogacy reimbursement
- Free wellbeing support with the Calm app, Maven and EAP, and free long-term therapy & counselling assistance through Pathways
- Other work perks and benefits available based on final job location
Compensation: GLG is committed to fair and equitable compensation practices. Actual compensation is based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. Certain roles may also be eligible for incentive compensation.
About GLG / Gerson Lehrman Group
GLG is the world’s insight network. Our clients rely on GLG’s global team to connect with powerful insight across fields from our network of approximately 1 million experts (and the hundreds of new experts we recruit every day).
We serve thousands of the world’s best businesses, from Fortune 500 corporations to leading technology companies to professional services firms and financial institutions. We connect our clients to the world’s largest and most varied source of first-hand expertise, including executives, scientists, academics, former public-sector leaders, and the foremost subject matter specialists.
GLG’s industry-leading compliance framework allows clients to learn in a structured, auditable, and transparent way, consistent with their own internal compliance obligations and the highest professional ethical standards. Our compliance standards are a major competitive differentiator and key component of the company’s culture.
To learn more, visit www.GLGinsights.com.
Gerson Lehrman Group, Inc. (“GLG”) is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, race, religion, color, marital status, disability, gender, national origin, sexual orientation, veteran status, or any classification protected by federal, state, or local law.
EEO Policy Statement
Gerson Lehrman Group, Inc. (“GLG”) is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, race, religion, color, marital status, disability, gender, national origin, sexual orientation, veteran status, or any classification protected by federal, state, or local law.