What are the responsibilities and job description for the Technology Support Manager position at State of Wisconsin Investment Board?
Sophisticated Work. In a Great City. Making a Difference.
The State of Wisconsin Investment Board (SWIB) manages more than $178 billion in assets, including those of the fully-funded Wisconsin Retirement System (WRS). SWIB operates at a level more often seen in top-tier global asset managers than in typical public pension funds. SWIB is a home for top talent. Approximately 61 percent of SWIB’s investment professionals are Chartered Financial Analyst (CFA) charterholders.
The City of Madison, the state capitol and home of Wisconsin’s flagship university, makes regular appearances on lists of best places to live, eat, and play. SWIB offers a modern workspace, hybrid work options, and competitive compensation and benefits.
Serving over 703,000 WRS beneficiaries, SWIB is driven by a clear mission: securing the financial future of those who serve Wisconsin. When you work at SWIB, you know your work matters.
Job Description
About the Team
The Technology Team at SWIB designs, implements, and operates best-in-class systems and platforms that enable a broad range of investment portfolios and strategies. As a trusted advisor to the business, the team is valued for delivering innovative, reliable, and strategic technology solutions that drive SWIB’s continued growth. We leverage technology to achieve enterprise goals, align IT initiatives with future direction, and operate in accordance with industry-leading standards. The Business Integration Team plays a key role in aligning people, processes, and platforms—supporting the transformation of SWIB’s investment infrastructure.
Position Overview
The Technology Support Manager oversees all aspects of the IT Help Desk function within a dynamic financial services organization.
This role is responsible for leading and developing the help desk team to deliver timely, professional, and technically robust support to end users. The successful candidate will ensure the stability and performance of desktop, laptop, Citrix/AVD, and peripheral environments, while driving the adoption of ITIL-aligned service management best practices.
We are seeking a technically proficient and customer-focused leader who can elevate the technical capabilities of the support team. This includes mentoring staff on advanced troubleshooting, endpoint management, automation, and enterprise toolsets. The ideal candidate brings hands-on experience supporting complex enterprise environments—particularly within the financial sector—and is adept at bridging the gap between user needs and technical solutions.
Essential Activities
Help Desk Operations
Leadership & Management Skills
Pursuant to our Hybrid Remote Work Policy, all staff have the flexibility to work remotely, but are required to have a weekly presence in our offices, the frequency of which is dependent on their distance from office. Staff are not required to reside locally; however, we offer relocation reimbursement to the Dane County area per our policy.
All SWIB employees are subject to SWIB’s Ethics Policy and Personal Trade Approvals Policy. These policies include restrictions on outside business activities and employment and have limits on personal trading. You may request copies of these policies from SWIB’s talent acquisition team and any questions can be answered by SWIB’s compliance team.
The State of Wisconsin Investment Board (SWIB) manages more than $178 billion in assets, including those of the fully-funded Wisconsin Retirement System (WRS). SWIB operates at a level more often seen in top-tier global asset managers than in typical public pension funds. SWIB is a home for top talent. Approximately 61 percent of SWIB’s investment professionals are Chartered Financial Analyst (CFA) charterholders.
The City of Madison, the state capitol and home of Wisconsin’s flagship university, makes regular appearances on lists of best places to live, eat, and play. SWIB offers a modern workspace, hybrid work options, and competitive compensation and benefits.
Serving over 703,000 WRS beneficiaries, SWIB is driven by a clear mission: securing the financial future of those who serve Wisconsin. When you work at SWIB, you know your work matters.
Job Description
About the Team
The Technology Team at SWIB designs, implements, and operates best-in-class systems and platforms that enable a broad range of investment portfolios and strategies. As a trusted advisor to the business, the team is valued for delivering innovative, reliable, and strategic technology solutions that drive SWIB’s continued growth. We leverage technology to achieve enterprise goals, align IT initiatives with future direction, and operate in accordance with industry-leading standards. The Business Integration Team plays a key role in aligning people, processes, and platforms—supporting the transformation of SWIB’s investment infrastructure.
Position Overview
The Technology Support Manager oversees all aspects of the IT Help Desk function within a dynamic financial services organization.
This role is responsible for leading and developing the help desk team to deliver timely, professional, and technically robust support to end users. The successful candidate will ensure the stability and performance of desktop, laptop, Citrix/AVD, and peripheral environments, while driving the adoption of ITIL-aligned service management best practices.
We are seeking a technically proficient and customer-focused leader who can elevate the technical capabilities of the support team. This includes mentoring staff on advanced troubleshooting, endpoint management, automation, and enterprise toolsets. The ideal candidate brings hands-on experience supporting complex enterprise environments—particularly within the financial sector—and is adept at bridging the gap between user needs and technical solutions.
Essential Activities
Help Desk Operations
- Lead, coach, and mentor the help desk team to provide high-quality, customer-centric IT support.
- Oversee daily operations of the help desk, ensuring SLAs are met and service levels are consistently maintained.
- Track and report key performance metrics, including mean time to respond (MTTR), mean time to resolve (MTTRs), ticket volume trends, and customer satisfaction.
- Manage standard desktop and laptop images for deployment, ensuring security, compliance, and optimal performance.
- Oversee configuration, installation, and maintenance of desktop software and hardware.
- Ensure patch management and endpoint protection are implemented consistently.
- Management of tools used in provisioning software such as InTune, SCCM, JAMF,
- Deep experience with GPOs and overall end device security management.
- Support and maintain industry-standard financial applications such as Charles River, Bloomberg, FactSet, and other trading and research tools.
- Collaborate with application owners and vendors to ensure reliable performance and timely updates.
- Manage and maintain conference room audiovisual (AV) systems, video conferencing platforms, and collaboration tools through third party support vendors.
- Troubleshoot AV issues and ensure seamless meeting experiences for employees and executives.
- Implement and manage ITIL-based processes, including incident, request, and problem management.
- Develop and maintain an IT service catalog, ensuring users have clear visibility into available IT services.
- Continuously improve help desk processes using ITIL best practices and automation.
- Foster a culture of responsiveness, empathy, and accountability across the help desk team.
- Maintain open communication with users and business partners to ensure IT services meet organizational needs.
- Manage strategic relationships with software and hardware vendors to ensure optimal service delivery, product support, and alignment with organizational needs.
- Manage and monitor contracts and their expirations, while allocating infrastructure expenses to the appropriate infrastructure budget.
Leadership & Management Skills
- Proven ability to lead, coach, and develop high-performing teams of IT support professionals and analysts.
- Strong background in incident management, escalation handling, and customer service excellence.
- Demonstrated ability to partner with business leaders to align IT support with organizational goals.
- Experience developing and managing budgets, staffing plans, and vendor relationships.
- Skilled at change management and fostering a culture of continuous improvement.
- Excellent communication skills — able to translate technical issues into business terms for non-technical stakeholders.
- Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field; advanced degree or industry certifications strongly preferred.
- 8 years of progressive experience in enterprise infrastructure and or service desk support environments ideally in investment management or financial services.
- Experience supporting financial services technology environments, including trading, research, and analytics platforms.
- Experience managing enterprise-level IT support operations across multiple locations or business units.
- Strong knowledge of ITIL framework; ITIL Foundation certification preferred.
- Demonstrated experience with help desk metrics and reporting (e.g., MTTR, first call resolution).
- Experience managing ticketing and IT service management platforms (e.g.,Jira Service Management).
- Familiarity with identity and access management (IAM), Active Directory, and multi-factor authentication (MFA) systems.
- Strong understanding of enterprise IT environments, including Windows, macOS, mobile device management (MDM), and Microsoft 365 ecosystem.
- Proficiency in endpoint management tools (e.g., SCCM, Intune, Jamf).
- Proficient in Windows Desktop and Server operating systems
- Knowledgeable in networking and WiFi systems
- Excellent interpersonal and communication skills, with a strong customer service orientation.
- Ability to manage multiple priorities in a fast-paced, high-stakes environment.
- Experience supporting platforms running both on-prem and in the cloud.
- Proven track record of managing and leading high-performing support teams in a 24x6 environment.
- Excellent problem-solving skills and the ability to think strategically and analytically.
- Competitive total cash compensation, based on AON (formerly McLagan) industry benchmarks
- Comprehensive benefits package
- Educational and training opportunities
- Tuition reimbursement
- Challenging work in a professional environment
- Hybrid work environment
Pursuant to our Hybrid Remote Work Policy, all staff have the flexibility to work remotely, but are required to have a weekly presence in our offices, the frequency of which is dependent on their distance from office. Staff are not required to reside locally; however, we offer relocation reimbursement to the Dane County area per our policy.
All SWIB employees are subject to SWIB’s Ethics Policy and Personal Trade Approvals Policy. These policies include restrictions on outside business activities and employment and have limits on personal trading. You may request copies of these policies from SWIB’s talent acquisition team and any questions can be answered by SWIB’s compliance team.