Job Description:

Sr. Manager, VSO

The Sr. Manager, VSO leads the VSO Support Team, ensuring supported employees receive reliable, timely, and high-quality technical assistance. This role manages the VSO team, oversees day-to-day support operations, drives service improvements, and acts as a key partner to IT infrastructure, security, and application teams. The Sr. Manager, VSO is essential to maintaining employee productivity and a positive technology experience.

Key Responsibilities

• Handle hiring, onboarding, training, performance management, and career development

• Promote a service-oriented, collaborative, and accountable team culture

• Ensure adherence to SLAs, service standards, and escalation procedures

• Serve as the escalation point for high-impact or complex internal IT incidents

• Ensure proper triage, tracking, documentation, and resolution of incidents and service requests

• Develop and refine helpdesk processes, workflows, and support standards

• Champion continuous improvement and IT service management best practices

• Monitor employee satisfaction metrics and implement improvement initiatives

• Track and report on helpdesk KPIs (e.g., ticket volume, response time, resolution time, CSAT)

• Support capacity planning, budgeting, and tool selection for the helpdesk function

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

• 5+ years of experience in IT support or helpdesk operations

• 2+ years of experience in a supervisory or management role

• Strong working knowledge of end-user computing, operating systems, networking, and enterprise applications

Key Skills & Competencies

• Strong people leadership and coaching skills

• Excellent communication and relationship-building abilities

• Customer-focused mindset with a passion for employee experience

• Analytical and data-driven decision-making

• Ability to manage priorities during high-volume or high-impact incidents

Certifications:

Category:

Information Technology:

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.