New

IT Support Manager (NY)

New York, New York

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.

 

#LI-KS1

#Hybrid

Create a Job Alert

Interested in building your career at KBRA? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

KBRA maintains regulatory requirements and expects potential employees and employees not to engage in any outside employment or other outside activities that could constitute an actual or apparent conflict of interest with their employment with KBRA.

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in KBRA’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.