Information Technology Support Manager - Gotham Technology Group : Job Details

Vice President of IT Support & Service Management (Financial Industry)

We are seeking an experienced Vice President of IT Support & Service Management to lead and optimize IT support services within our financial organization. This role is critical for managing complex third-party system integrations, supporting a high-profile user base, and providing essential IT services to a small but agile development team. The VP will ensure that all IT support functions align with business goals, meet compliance standards, and deliver exceptional service to high-demand users in a fast-paced financial environment.

Key Responsibilities:

• Third-Party System Integration: Lead IT support operations for systems heavily reliant on third-party applications (e.g., Bloomberg, market data feeds, trading platforms), ensuring seamless integration with internal systems.
• User-Centric IT Support: Manage IT services that directly support high-profile business users, such as traders, analysts, and executives, ensuring their technical needs are met swiftly and efficiently.
• Support for Development Team: Provide robust infrastructure, tools, and support services to the internal development team, enabling them to build, test, and deploy applications efficiently within the organization.
• Service Management: Implement and manage IT service management (ITSM) frameworks, ensuring best practices in incident, problem, change, and request management are followed to support complex system environments.
• Vendor & Third-Party Relationship Management: Maintain strong relationships with third-party vendors, managing service-level agreements (SLAs), and ensuring timely support and updates for integrated systems.
• Strategic IT Leadership: Collaborate with senior leadership to align IT support services with business objectives, focusing on operational efficiency, security, and regulatory compliance.
• Cloud & Infrastructure Management: Oversee the support and optimization of the organization's cloud infrastructure, ensuring secure, scalable, and cost-effective operations for both internal and third-party applications.
• Mobile Device & Secure Communication Management: Ensure robust mobile device management (MDM) and secure messaging platforms to meet the needs of high-profile users while maintaining security and compliance with financial industry standards.
• Data Retention & Regulatory Compliance: Ensure adherence to regulatory requirements, such as FINRA and SEC, particularly in the areas of data retention, communication, and audit readiness.
• Procurement & Budget Management: Manage the procurement of IT tools, services, and software, ensuring cost-effectiveness and strong relationships with key technology providers.
• Continuous Improvement: Drive initiatives to continuously improve service delivery through automation, self-service solutions, and operational optimization, particularly in environments with heavy third-party dependencies.

Key Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 10+ years of experience in IT support and service management within the financial industry, with at least 5 years in a leadership role.
• Proven experience managing complex third-party system integrations and working with external vendors and financial technology platforms (e.g., Bloomberg, trading systems, market data feeds).
• Strong knowledge of IT service management (ITSM) frameworks such as ITIL, and experience implementing service management best practices in a multi-vendor environment.
• Ability to provide essential infrastructure and IT services to an agile development team to support their development lifecycle needs.
• Extensive experience providing support to high-profile users in a fast-paced, high-stakes financial environment.
• Strong understanding of financial industry regulations (e.g., FINRA, SEC) and experience ensuring IT support operations meet these requirements.
• Excellent leadership and team management skills, with the ability to mentor and develop IT professionals in a complex environment.
• Experience managing cloud infrastructure, mobile devices, secure communication platforms, and ensuring data security across all systems.