AVP, Support Manager - Business Technology Group

Harrison Street Asset Management ("HSAM") is a leading global alternative investment management firm focused on real estate, infrastructure, and credit strategies across North America and Europe. Headquartered in Chicago, Toronto, and London with offices across North America, Europe, Asia and the Middle East, the firm has over $108 billion in assets under management on behalf of institutional investors and registered investment advisors globally.

Founded on a culture of innovation, HSAM is an early mover in alternative real estate and mid‑market infrastructure. Today, the firm’s global team, consisting of more than 520 professionals, is committed to creating long‑term value through deep sector expertise and forward‑thinking strategies.

Under direction of the technology group’s Head of Technology Infrastructure and Support Operations, the Support Manager will focus on Harrison Street’s user environment and will be responsible for day‑to‑day support operational needs ensuring efficient service delivery, high customer satisfaction and continuous improvement of systems and processes.

The Support Manager also provides senior‑level guidance to Desktop Support personnel and will interface directly with internal customers when required. The Support Manager will work with other staff members of the Business Technology Group and third‑party vendors to implement and test new systems and services and create and update established processes and procedures.

• 65%
  User Environment Maintenance and Daily Technology Operations
• Manage the Desktop Support team and third‑party outsourced Help Desk services to ensure efficient and effective service delivery
• Manage daily Help Desk operations, ensuring all processes are thoroughly documented, audited, and maintained
• Monitor and manage customer experience, ensuring timely and effective resolution of issues to maintain the highest level of user satisfaction
• Manage team schedules to ensure Help Desk and Desktop Support are adequately staffed
• Ensure all Standard Operating Procedures (SOPs) are accurate, clearly documented, and followed.
• Develop and maintain comprehensive reporting and dashboards to track and analyze key performance indicators (KPIs), service level, and operational performance.
• Resolve issues that the Desktop Support team does not have the skill set to resolve while cross‑training and documenting findings and resolutions so future instances can be handled by Help Desk personnel.
• Understand and follow all departmental and security related policies and procedures
• Collaborate cross‑functionally with other technology teams, business teams, and third‑party vendors to improve service delivery and technology.
• Identify opportunities for automation and optimization to enhance efficiency and scalability of operational and support processes.
• Generate and maintain reports on software, hardware, and user technology licenses
• Analyze and assess reports on user tickets submitted to identify improvement opportunities within current operating procedures
• Communicate effectively and clearly, set individual and team expectations, and hold Help Desk and Desktop Support teams accountable
• Actively seek out and participate in projects to maintain and improve processes and customer support experience

• 20%
  Documentation
• Develop, document and maintain Help Desk support processes and workflows
• Frequently review and update technical user guides in Zendesk
• Standardize documentation practices across internal teams and vendor support

• 10%
  Technology R&D & Proof of Concept
• Research new technologies or existing technology enhancements to satisfy a business requirement.
• Install, test, and document new or existing technologies within a test environment.
• Create management‑facing presentations that include research findings and solution recommendations with cost and implementation details for each option.

• 5%
  Miscellaneous
• Stay current with industry trends and best practices in technology customer support and apply insights to continuously enhance Help Desk support.
• Perform other duties as assigned.

• Bachelor's Degree in technical discipline such as Computer Science, Information Services, or…