KBRA · 7 hours ago
IT Support Manager (NY)
New York, NY
Full-time
Hybrid
Senior Level, Lead/Staff
$120K/yr - $150K/yr
8+ years expKBRA is seeking an experienced, hands-on IT Support Manager to lead and evolve its global IT Support function. This role owns the full lifecycle of end-user support across Helpdesk and Desktop Support, and is responsible for building, managing, and continuously improving the IT Support function as KBRA grows globally.
ConsultingCreditFinanceFinancial Services
Responsibilities
Own and lead the global IT Support function, encompassing Helpdesk, Desktop, onsite, off-hours, and remote support services
Develop and execute a growth and capacity plan for IT Support, including current-state analysis, future projections, and staffing recommendations
Establish and track meaningful metrics, SLAs, and reporting to measure performance, trends, and areas for improvement
Provide strong leadership, including mentoring, coaching, performance management, and professional development of support staff
Set clear expectations and enforce standards, bringing a firm, consistent approach to service quality and accountability
Manage vendor relationships for outsourced Helpdesk, off-hours, and support-related services, ensuring performance meets expectations
Oversee ticketing operations, escalation paths, and incident response to ensure timely resolution and effective communication
Serve as the primary escalation point for complex or high-impact support issues
Drive continuous improvement in processes, documentation, onboarding/offboarding, and end-user experience
Plan and manage support-related projects, including hardware lifecycle management, asset tracking, office expansions/moves, audits, and system rollouts
Provide upward management, proactively communicating risks, trends, recommendations, and improvement opportunities to Infrastructure and IT leadership
Act as a strategic partner in shaping the future-state IT Support model as KBRA’s global footprint evolves
Qualification
Required
8+ years of experience in IT support, with 3+ years in management or leadership role
Demonstrated experience managing both internal teams and outsourced support services
Strong background in metrics, reporting, and service management
Proven ability to mentor, develop, and lead technical staff
Experience with vendor and project management
Strong working knowledge of: Windows 11 / Microsoft 365, Active Directory, Group Policy, DNS, DHCP, Ticketing systems and escalation frameworks, MDM, VPN, Microsoft Intune, Basic networking and troubleshooting, Security tools and processes
Bachelor's degree in computer science or equivalent work experience
Preferred
macOS / MacBook support experience
Experience supporting global or multi-region organizations
Benefits
A flexible hybrid work schedule – Tuesdays, Wednesdays, Thursdays in the office
Competitive benefits and paid time off
Paid family and disability leave
401(k) plan, including employer match (100% vested)
Educational and professional development financial assistance
Employee referral bonus program
Company
KBRA
Kroll Bond Rating Agency (KBRA) was founded in 2010 to restore trust in credit ratings by introducing higher standards of risk assessment and a commitment to transparency.
501-1000 employees
H1B Sponsorship
KBRA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (10)
2023 (10)
2022 (11)
2021 (12)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$15M2021-12-13Acquired
2013-08-05Series C· $15M
2012-01-17Series B
Leadership Team
Jim Nadler
President and CEO
Bill Wright
Chief Technology Officer
Recent News
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2025-12-05
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