Head - Tech Support

Role Summary:
Goldman Sachs is seeking an experienced and strategic Head of Tech Support to lead our global technology support functions. This role is critical in ensuring the seamless operation and continuous improvement of our IT infrastructure and end-user support services across all business divisions. The Head of Tech Support will be responsible for managing a high-performing team, defining support strategies, and fostering a culture of exceptional service delivery within a demanding financial services environment.

Key Responsibilities:
- Oversee the daily operations of the global tech support department, including help desk, desktop support, and incident management.
- Develop and implement comprehensive IT support strategies, policies, and procedures to enhance efficiency and user satisfaction.
- Manage and mentor a team of IT support professionals, fostering professional development and ensuring high levels of performance and engagement.
- Drive the adoption of new technologies and tools to improve support processes and service delivery.
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness of support services and identify areas for improvement.
- Collaborate with other IT departments, including infrastructure, security, and application development, to ensure integrated and effective technology solutions.
- Manage vendor relationships and service level agreements (SLAs) for outsourced support functions.
- Ensure compliance with regulatory requirements and internal security policies in all support activities.
- Develop and manage the budget for the tech support department.
- Act as a point of escalation for critical IT issues, ensuring timely and effective resolution.