 Manage 2nd Level IT Support Staff, Help Desk Operations & Change/Incident/Problem Management Protocols Resolve issues escalated by the 1st Level IT Support Team Ensure Service Level Agreement (SLA) compliance on a daily basis. Help Desk (3rd Party Vendor - Intelliteach) Management: Oversee and coordinate weekly performance management meetings with Intelliteach regarding analyst performance (metrics, QC, etc.) Problem & Change Management oversight, firm wide Incident management to include: twice weekly CAB Change Advisory Board Meetings for review and approval of all submitted Change Requests, Problem meetings as necessary, Critical Incident review as necessary, and continuous improvement of related policies & procedures. Coordinate monthly Service Forum & Incident Review Manage National 2nd Line Engineering team Responsible for routine Active Directory and User Account management Resolve escalated issues directly with 3rd Line Engineers, as needed. Ensure there is proper communication between all IT Teams. Coordinate scheduling and accountability for all On Call staff Back-up National Support Manager on all National User Support role responsibilities Maintain and develop IT Vendor List spreadsheet – ensuring that all data is current and accurate Maintain and develop data for CMDB Responsible for all IT Dept and firm wide communications as it relates to Incident Management; support project related communications. Manage distribution of (DIS) Daily Information sheet – keeping IT apprised of important IT related activities and events.  Manage creation of IT Monthly Spotlight – IT and non-IT senior leadership monthly report on high level, important IT related activities