IT Support Manager (NY)

Position Title: IT Support Manager (NY)

Entity: KBRA Holdings LLC

Employment Type: Full-Time

Location: New York, New York

Summary/Overview:

Kroll Bond Rating Agency (KBRA) 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 (Level 1) and Desktop / Onsite Support (Level 2), spanning multiple regions and time zones.

This is not a single-team management role. The IT Support Manager is responsible for building, managing, and continuously improving the IT Support function — including people, vendors, processes, metrics, and future-state planning — as KBRA continues to grow globally.

The role is based in New York City and will require a minimum of three on-site days per week (Tuesday–Thursday), with flexibility on remaining days. Occasional additional on-site presence and global travel will be required based on operational and project needs.

About the Job:

Reporting to the Associate Director of Infrastructure, the IT Support Manager will have end-to-end ownership of KBRA’s global IT Support function. This includes internal onsite support teams, outsourced/off-hours support services, and remote hands services.

The successful candidate will bring structure, accountability, and forward planning to an area that is critical to employee productivity and business operations. This role is expected to operate with confidence, independence, and a strong sense of ownership.

Key responsibilities include:

• 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

This is a dynamic role that will evolve with KBRA’s growth and requires a leader who can balance day-to-day operations with longer-term planning and execution.

About You:

You are a confident, pragmatic leader who thrives in fast-paced environments and brings structure where it’s needed. You are comfortable being hands-on when required, but you understand how to operate at the managerial and strategic level.

You bring a calm, steady presence, are comfortable making decisions, and can hold people and vendors accountable while maintaining strong working relationships.

You will be successful in this role if you possess:

• 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

Salary Range:

The anticipated annual base salary range for this full-time position is $120,000 - $150,000. Offer amounts are determined by factors such as experience, skills, geography, and other job-related factors.

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

About Us:

KBRA is a full-service credit rating agency registered in the U.S., the EU and the UK, and is designated to provide structured finance ratings in Canada. KBRA’s ratings can be used by investors for regulatory capital purposes in multiple jurisdictions.

More Info:

KBRA encourages applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, and veteran status or any other basis prohibited by federal, state or local law.

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