There is a place for you at T. Rowe Price to grow, contribute, learn, and make a difference. We are a premier asset manager focused on delivering global investment management excellence and retirement services that investors can rely on today and in the future. The work we do matters. We invite you to explore the opportunity to join us and grow your career with us.
POSITION PURPOSE As the APAC Desktop Support Manager, you will be responsible for leading and managing a team of support engineers who provide technical support to our internal customers across the APAC region. The role is responsible for overseeing day to day operations, managing business relationships and technical escalations, ensuring service levels are met, and talent development. You will also be responsible for executing on the desktop support strategy, driving innovation and continuous improvement.
The role acts as the primary contact for business leadership for escalation of technical issues, production problems, and inquiries. Partnering with APAC business leadership and Technology leadership to ensure that needs are understood and met.
T. Rowe Price offers an agile, flexible working environment with occasional off-hour and weekend support required to provide emergency Business Continuity or other critical support as needed. The role is identified as a core/critical function with the main work location being in the office.
Primary Responsibilities - Manage all aspects of the APAC Desktop Support team, oversee day to day operations and ensure the team are achieving their goals aligned to the strategy.
- Build and maintain business relationships with internal customers, stakeholders, vendors, and ensure effective communication and collaboration.
- Partner with Technology leaders and Business leaders to understand and meet requirements.
- Be innovative and drive continuous improvement. Enhancing the customer experience, through excellent service delivery and supporting the adoption of new technologies.
- Monitor and report on support metrics, such as tickets volume, resolution time and customer satisfaction.
- Partner with stakeholders to support asset management processes including full lifecycle management.
- Stay updated on the latest desktop technologies, trends, and best practices, and provide recommendations and guidance to the desktop support team and the internal customers.
- Supports the team to escalate and manage significant (Critical Situation - CritSit) situations, break/fix, installation of software, upgrades, projects as needed.
- Attract, develop, and retain top diverse talent. Manages team resourcing needs and partners with leadership on planning.
PERSONAL ATTRIBUTES / SKILLS / QUALIFICATIONS Required: - At least 5 years of experience in desktop support, with at least 2 years of experience in managing a support team.
- Experience setting and executing on strategy and has a continuous improvement mindset.
- Experience supporting Investment and Trading team environment.
- Strong customer service and communication skills, with the ability to interact effectively with different levels of internal customers and stakeholders.
- Strong technical background on desktop hardware, operating systems, and software, including systems such as ServiceNow, O365, Citrix, SCCM and Active Directory.
- Strong leadership and management skills, with the ability to motivate, coach, and develop a high performing team.
- Good understanding of mobile devices and enterprise solutions that support them (e.g., Mobile Application Management)
Preferred: - Strong technical skills including a good understanding of networks, operating systems, cloud applications, scripting languages: (e.g., PowerShell, Python and DOS Batch files) and problem solving.
- Experience of managing a diverse team within a global organization.
- Experience with customer support and troubleshooting of Citrix, Thin Clients and multi-factor authentication
- Previous experience with Mobile Device Management (MDM) systems: MobileIron, JAMF, InTune
- Experience supporting Zoom and Teams video conferencing on multiple devices and in VTC rooms.
An experienced Technology leader with outstanding problem solving, team management and collaboration skills will excel in this position.
Commitment to Diversity, Equity, and Inclusion: We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day.
T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, colour, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.