Infrastructure Program Manager

About the Role

Key Responsibilities

• Manage client relationships and act as the primary point of contact for all IT support-related matters.
• Oversee the delivery of IT support services, ensuring that all client needs are met in a timely and efficient manner.
• Coordinate and manage IT support projects, including planning, execution, and monitoring to ensure successful completion.
• Identify opportunities for process improvements and implement best practices to enhance service delivery.
• Work closely with internal teams, including technical support, sales, and account management, to ensure seamless service delivery.
• Prepare and present regular reports on service delivery performance, client satisfaction, and project status to senior management.
• Manage third-party resources/vendors for project activities and ongoing system support.
• Build strong partnerships with business clients on initiatives and maintain a high level of customer satisfaction based on defined business goals.
• Define the execution approach for program implementation and be held accountable for the quality of the service/solutions.
• Oversee End User Computing (EUC) Architecture, including desktops, laptops, VDI, and mobile device ecosystems.
• Manage device lifecycle activities such as procurement, imaging, deployment, maintenance, and decommissioning.
• Utilize automation tools for device provisioning and patching.
• Ensure compliance with security standards related to endpoint protection and encryption.
• Use telemetry and analytics tools to monitor support performance and KPIs/SLAs.
• Lead large-scale EUC transformation projects, including Windows migrations and MDM rollouts.
• Manage budgets, vendors, and stakeholder communication.
• Champion digital employee experience (DEX) improvements, including self-service portals and proactive support.

Requirements

• Candidate must be located within commuting distance of New York, NY or be willing to relocate; travel in the US may be required.
• Bachelor's degree or foreign equivalent from an accredited institution, or three years of progressive experience in the specialty in lieu of every year of education.
• At least 13 years of Information Technology experience.
• At least 10 years of experience in program management.
• At least 6 years of experience managing production support programs.
• Strong technical knowledge of IT support services, including hardware, software, networking, and security.
• Proven experience in managing IT support projects with successful project delivery.
• Customer-centric approach with a strong commitment to client satisfaction.
• Effective and assertive communication skills, capable of interacting with senior leadership.
• Experience with ITIL framework, ServiceNow, Jira Service Management.
• Deep understanding of EUC environments, including desktops, laptops, VDI, and mobile ecosystems.
• Familiarity with endpoint management platforms like SCCM.
• Experience with automation tools for device provisioning and patching.
• Knowledge of operating systems such as Windows 10/11 and enterprise software deployment.
• Ability to work in a fast-paced environment with changing priorities and technologies.

Nice to Have

• Experience in Financial Services domain.
• Familiarity with latest industry trends in technology and domain.
• Strong business process and system analytical skills.
• Ability to work with business users to transform requirements into design and implementation.
• Flexibility to work in a 24x7 environment.
• Experience and desire to work in a global delivery environment.

Benefits & Perks

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off