BNY Mellon Careers

Service Desk Trainer (Assistant Manager, Service Desk/On-Site Support)

Freeport, Pennsylvania
Information Technology

Job Description

TECHNOLOGY SERVICES GROUP (TSG) is the central infrastructure services group with a proven track record of innovating to help BNY Mellon and its customers have most reliable, nimble and cost-effective solutions in the financial services market place. BNY Mellon App Engine technology is leading edge with industry first PasS/IaaS fully integrated solution, combined with enterprise standards for developers.


TSG is building next generation scalable, efficient data center as a service using the latest innovation infrastructure. Building on top of the cloud deployments in BNY Mellon, we are aggressively automating and bridging the green field cloud with the existing virtual computing environments.


The Technology Service Centre offers an opportunity to become part of a high performing team with a passion for technology, which is always seeking to improve, and where we have “Respect for Our Customers Time.”  Our typical daily activities include working closely with a global team where we are the first point of entry into the TSG. We provide support for all IT-related activities and initiatives, including guidance, assistance, coordination, and follow-up on IT reported problems. We offer first and second level technology support which consists of break/fix support on all technology issues including password assistance, access issues, basic desktop/application technical issues, and escalation of high priority incidents including server and network escalations. In addition, the ideal candidate will be functioning as a Trainer will need to be able to conduct informative training sessions, promote company efficiency, and improve the skills of all personnel. The candidate must be a great communicator with the ability to effectively describe complicated ideas to different audiences. You must be highly organized, proficient in time management, and possess excellent public speaking skills.


Key responsibilities include:

  • Ensuring all support new employees principles, policies/procedures, and expectations are taught to all Service Desk staff globally through training practices.

  • Ensure subject matter training reviews, post trainee feedback sessions, training assessments,   and quarterly training reviews occur on a recurring frequency.

  • Prepare training materials such as module summaries, videos, and presentations.

  • Plan, implement, and/or maintain an effective training curriculum.

  • Collaborate with management to identify company training needs.

  • Schedule appropriate training sessions.

  • Working with callers and other Service Desk Specialists to resolve normal and unusual information system problems on a daily basis.

  • Assist with additional Operational Service Desk Support functions where applicable and/or required.


Assistant Manager, Service Desk/Onsite Support->> Supervises the day-to-day operations of Help Desk team or the support activities of Onsite team for a small to medium-sized (less than 1,000 customers) site. Directs, motivates and develops a staff of IT support technicians. Manages the day-to-day IT support activities and initiatives of the Help Desk or Onsite (physical site/location) team. Help Desk: Develops and schedules appropriate level of support. Onsite: Plans, schedules and deploys hardware facilities and associated software for small to medium site. Directs, motivates and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team. Help Desk: Works with clients to determine help desk requirements. Monitors client requests to identify systematic patterns which may require adjustment to policies and procedures. Onsite: Provides technical support, consulting and problem resolution activities for small to medium site. Evaluates equipment and facility requirements, monitors requirements to accommodate future needs. Develops, implements, and maintains policies and procedures for client problems and resolutions. Manages one help desk/onsite technician support team. Supports the achievement of team objectives.


  • Associate's degree in a related discipline or equivalent work experience is required, Bachelor's degree is preferred.

  • Five or more (5+) years of technical and/or management experience is required.

  • Experience in the securities or financial services industry is a plus.

  • Experience planning, implementing, and/or maintaining an effective training curriculum.

  • Training and supporting new Service Desk employees through on-boarding as well as ensuring training requirements are completed successfully.

  • Experience creating training materials such as module summaries, videos, and presentations.

  • Previous technical desktop support experience, experience with MS Office Suite products, and customer service experience.

  • Knowledge of PC hardware and software.

  • Flexibility in working hours.

  • Ability to sit the entire work day viewing a computer monitor.

  • Team player and ability to multi-task.


Preferred Qualifications:

  • Willingness to learn new software applications.

  • Able to understand urgency and have the ability to prioritize.

  • Content Build Experience (including automation).

  • Previous experience building/developing online training courses.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-Pennsylvania-Freeport
Internal Jobcode: 45418
Job: Information Technology
Organization: Technology Services Group-HR06725
Requisition Number: 1905691