Commonwealth Financial Network

Supervisor, Technology Helpdesk

Job Locations US-MA-Waltham
Job ID
W-2021-194
# of Openings
1
Category
Technology - Technical Support
Type
Permanent/ Full-Time

Overview

We are looking for a hands-on leader for our Helpdesk team—a skilled relationship builder who will seek consensus and adapt well to change. In this role, you will work in a fast-paced, demanding environment, where a willingness to collaborate with a large team is a must. As the right candidate, you will be someone who can quickly earn the trust and respect of our advisors, as well as your coworkers. 

 

Working as a self-motivated team player, you will be adept at giving constructive feedback and praise. You’ll be able to roll up your sleeves when necessary and delegate when appropriate. Essentially, you will have an exciting opportunity to thrive while handling multiple projects with a dynamic team. 

 

Key Responsibilities

  • Providing daily support, leadership, and mentoring to the Helpdesk team
  • Working with management to establish team goals and implement new initiatives
  • Recommending process, procedural, and structural enhancements for the department
  • Monitoring workload volume; ensuring that resource and staffing needs are met
  • Using ServiceNow to efficiently address tickets and deliver on SLAs
  • Conducting year-end performance reviews
  • Managing sensitive conversations with clients
  • Reviewing customer feedback to improve services, tools, and support experience
  • Seeking opportunities to increase customer satisfaction and strengthen user relationships
  • Coordinating closely with department supervisors to ensure collaboration between teams
  • Attending meetings with product managers before new product rollouts; providing constructive feedback

Core Strengths

  • High-level customer service skills; can anticipate, understand, and appropriately manage customer expectations
  • Comfortable working in a fast-paced environment with constant changes
  • Skilled at developing professional relationships with clients to ensure customer satisfaction
  • Willingness and ability to be on-call for escalations after regular business hours
  • Proficient at multitasking and meeting deadlines; strong organizational and analytical skills
  • Demonstrated problem-solving skills; ability to think outside the box
  • Excellent written, verbal, and presentation skills; can facilitate meetings with ease
  • Strong computer skills, including Microsoft Office suite and Visio; able to learn new applications

Additional skills and knowledge

  • 5+ years of experience in a helpdesk role; support technician work is a big plus
  • At least 3 years of experience leading a technically focused team
  • Good operational understanding of the brokerage house and financial advisory business

Have we piqued your curiosity? Can you see yourself thriving in this opportunity? Let’s introduce ourselves.

 

Picture Yourself Here

Imagine keeping company with big thinkers and even bigger doers who share a common purpose to make a profound difference. Figure in an experience-it-to-believe-it culture, massive growth potential, and benefits galore, and you get the full impression. 

 

We are committed to providing a supportive, equitable environment where you can bring your full, authentic self to your work every day and truly thrive in meaningful ways—personally and professionally. At Commonwealth, everyone plays a part in our success story. And in building a more diverse and inclusive workplace, we are broadening our perspectives and capabilities. Together, our potential is limitless. We invite you to join us on the path to a brighter future!

 

About Commonwealth

Commonwealth Financial Network, Member FINRA/SIPC, a Registered Investment Adviser, provides a suite of business solutions that empowers more than 2,000 independent financial advisors nationwide. J.D. Power ranks Commonwealth “#1 in Independent Advisor Satisfaction Among Financial Investment Firms, Eight Times in a Row.” Privately held since 1979, the firm has headquarters in Waltham, Massachusetts, and San Diego, California.

 

Turning our advisors into raving fans starts by doing the same for our employees. We foster an environment of excellence, growth, rewards, and fun in equal measure, so our employees genuinely enjoy coming to work. Our refreshing workplace culture has earned us 43 Best Place to Work awards—and counting. 

 

The Fine Print

We care about your online safety as a prospective employee and encourage you to exercise caution when responding to job postings online. Commonwealth will never ask potential hiring candidates to pay or transfer funds as a precondition of interviews or employment, nor will we authorize recruiters or agents to do so on our behalf.

 

Commonwealth is an equal opportunity employer, making intentional efforts to source the very best talent from all backgrounds.

 

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