Vice President - Technology Service Desk/On-Site Support

Vice President, Technology Service Desk/On-Site Support

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We’re seeking a future team member for the role of Vice President, Managed Print Services Technical Infrastructure Lead to join our Production Services – Workplace Technology Services team. This role is located in Pune, India

Role Overview

This position is responsible for providing subject matter expertise and advanced technical support to the users across India location (~19,000 users).

In this role, you’ll make an impact in the following ways: 

• Provides subject matter expertise/advanced technical on end-user workplace technologies on Windows and Mac platforms to the end-users using established procedures, including guidance, assistance, coordination and follow-up on straightforward and complex end user IT problems and ensure resolution. 

• Lead workplace technology support related projects & initiatives in the region and ensure the business objectives are successfully met. 

• Guide/mentor the regional onsite support teams on managing service tickets on virtual desktops. Create & maintain desk procedures, SOPs, Knowledge base & other technical articles required for effectively providing the L1/L2 support by these teams. Address any gaps in existing processes and training to ensure the support teams are up-to speed 

• Identity opportunities for AI based automation in end-user technologies and drive adoption.

• Spot trends in repetitive end-user technology issues and work with respective teams to implement proactive solutions. 

• Identify opportunities for improvement in workplace technology services to the users and demonstrate beneficial outcomes. Aggressively adopt global best practices in the region. 

• Collaborate/liase with global teams in resolution of complex workplace technology issues faced by end-users. Represent in global technology forums and champion the interests of the region.

• Manage known risks and identify new ones. Foster the concept of continuous process improvement.

• Be the face/” go-to” technology person to the Technology and business leadership in the region. 

To be successful in this role, we’re seeking the following: 

• 8-15 Years of IT Work experience. At least 7-10 years in end-user technology services on Windows and  Mac platforms

• Experience in advanced systems administration of Windows/Mac platforms, System Imaging, SCCM based systems patching & software deployments.

• Experience with Microsoft Intune, M365/Azure, OneDrive, Windows Group policies, VPN software (Global Protect, ZScalar), Cyber Security products etc. 

• Experience in handling complex workplace technology challenges and following through to resolution. 

• Experience of designing and implementing SOPs and track record on effective handling of customer issues; End-user customer management skills. 

• Experience of working in organizations with large end-user workplace technologies with diverse set of software portfolios would be added advantage.

• Any advanced professional certification from Microsoft/Apple on end-user technologies would be beneficial 

• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of partners, managers, peers, subject matter experts & senior technology/business leaders 

• Ability to “think outside of the box”, be proactive, have a “Get things done” attitude.

• Demonstrated ability to manage time and prioritize work to meet aggressive timelines and work under pressure.

At BNY, our culture speaks for itself, check out the latest BNY news at:

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 Here’s a few of our recent awards: 

• America’s Most Innovative Companies, Fortune, 2025
• World’s Most Admired Companies, Fortune 2025
• “Most Just Companies”, Just Capital and CNBC, 2025

Our Benefits and Rewards:

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.