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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # VIS Support Manager - **Company:** FORVIS, LLP - **Location:** New York, NY, United States - **Experience:** Experienced - **Salary:** $92,100.0 - **Contract:** Permanent contract - **Skills:** Decision Support Systems, Issue Tracking Systems, Knowledge Management, Operational Data Store, Performance Monitor - **Published:** August 11, 2026 - **Apply:** https://jobs.forvismazars.us/jobs/11463/vis-support-manager/apply ## About the Role * 5+ years of progressive experience in IT support, service desk operations, or technology service management. * 3+ years of leadership experience managing technical support teams, service operations, or customer-facing technology services. * Demonstrated experience managing incidents, service requests, escalations, and operational service delivery within an enterprise environment. * Proven ability to lead cross-functional teams and coordinate efforts across multiple technology disciplines. * Experience with IT service management (ITSM) platforms, ticketing systems, knowledge management, and performance reporting. * Strong understanding of service level management, operational metrics, and continuous improvement practices. * Excellent communication, stakeholder management, and relationship-building skills. * Ability to analyze operational data to report service trends and business needs. * Proven ability to manage competing priorities in a fast-paced, high-volume support environment. * Ability to work a schedule aligned with India business hours while maintaining effective collaboration with US-based leadership and stakeholders. * Flexibility to adapt to changing workloads, priorities, and operational needs. * Strong customer-service mindset with a focus on business outcomes. * Demonstrated accountability, ownership, and operational discipline. * Proven ability to lead through change and support organizational growth. * Excellent judgment and decision-making skills during high-impact situation, * Associate's degree, bachelor's degree, or relevant technical coursework is preferred but not required. * Experience supporting geographically distributed teams and global operations is preferred. * ITIL Foundation certification or equivalent service management experience preferred. ## Description The VIS (Value Integrated Solutions) Support Manager is a US-based leadership position reporting to the FTS Connect Manager and is responsible for the operational management, performance, and continuous improvement of VIS support services. The role provides direct oversight of daily support operations, service delivery performance, incident and escalation management, and cross-functional coordination across Technology Services teams. Serving as the primary operational escalation point for VIS support analysts, the manager is accountable for maintaining service quality, achieving operational objectives, and driving process improvements that enhance the end-user experience. The position also leads VIS communications, ensuring timely and effective engagement with VIS staff, technology leadership, and business stakeholders. As a U.S.-based third shift position, this role is designed to provide leadership coverage during India business hours, ensuring timely decision-making, proactive issue resolution, and strong alignment with the expanding VIS organization. The VIS Support Manager is instrumental in driving operational excellence, enhancing service delivery, and supporting the ongoing growth and development of VIS. What You Will Do: * Lead daily VIS support operations to ensure consistent, high-quality service delivery. * Provide leadership coverage during India business hours to support VIS staff and operational needs. * Manage and monitor backlog, ticket aging, support queues, and service level performance. * Serve as the primary escalation point for critical incidents, service disruptions, and operational challenges. * Coordinate resolution efforts across Service Desk, Provisioning, Infrastructure, Applications, and Security teams. * Drive operational excellence through process improvement, governance, and accountability. * Develop and maintain support procedures, documentation, and knowledge management practices. * Analyze service trends, metrics, and operational risks to identify improvement opportunities. * Partner with technology and business leaders to align support services with organizational priorities. * Lead and execute the VIS communications strategy, ensuring timely and targeted communications to staff, managers, leaders, partners, MPs, and RMPs. * Support workforce growth by scaling support operations, improving service maturity, and enhancing the overall user experience. * Foster a culture of customer service, continuous improvement, collaboration, and operational discipline. * Prepare and present operational updates, service performance metrics, and key initiatives to leadership * Service leadership and operational management * Strategic problem-solving and escalation management * Stakeholder communication and relationship management * Process improvement and continuous service optimization * Data-driven decision making and operational reporting * Cross-functional collaboration and team leadership * Customer-focused mindset with accountability and ownership ## Related Videos - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [Automate everything via NodeJS and Puppeteer](https://www.wearedevelopers.com/videos/322-automate-everything-via-nodejs-and-puppeteer) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [How to be balanced in a software development team](https://www.wearedevelopers.com/videos/66-how-to-be-balanced-in-a-software-development-team) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Does The Tech Industry Have The Best Work-life Balance?](https://www.wearedevelopers.com/magazine/427-does-the-tech-industry-have-the-best-work-life-balance)