TD Bank
Workspace Level 3 Support Manager / Manager IT Operations (US)
TD Bank, Mount Laurel, New Jersey, United States, 08054
Manager It Operations
The Manager IT Operations manages or leads a team of IT professionals in providing a broad range of IT Operations services, support and solutions to the organization, ensuring enterprise standards are met and business objectives are achieved. This role will lead and manage a team of highly skilled Level 3 Desktop Support Technicians, providing technical leadership and ensuring the effective operation of enterprise-wide technology. This role demands extensive technical understanding of Windows OS, acting as SME of windows operating systems, experience and a commitment to continuous learning and understanding on Incident and Problem management with ability to manage multiple Incidents simultaneously. Responsibilities
Lead and Mentor the Level 3 Desktop Support team, providing guidance on Incidents Including Windows and Mac OS End to end support for Windows OS and Mac OS in a production environment
Managing escalated incidents from Service Desk Level 1/2, LoB business partners, technical leadership, and application owners. Oversee the review, analysis, and evaluation of information technology systems and change controls, leveraging a wide breadth of concepts, practices, and tools. Proactively identify and remediate issues as needed to ensure compliance and security. Lead team in proactive remediation efforts. Provide expert technical guidance as SME. Provide complex troubleshooting/problem resolution to clients, team members, and project teams. Identify root causes of issues and implement targeted, controlled remediation plans. Lead and mentor team on implementation and rollout development. Utilize strong communication, analysis, and coaching skills to enhance team performance and collaboration. Depth & Scope
Responsible for managing multiple teams and/or projects with increasing degree of complexity and broad scope Works independently and often autonomously in the management of projects, teams and operational disciplines and develops strategic thinking/ planning in the execution of work plans May manage system enhancements, new releases or projects typically focused on a specific product/system/application of moderate scope and complexity Manages/Leads a group (e.g., Less Than 25) of IT professionals Manages projects and teams (including financials) and advocates for the re-usability of architecture and processes by new business initiatives Manages problem resolution, plans and strategies for operational advancement Education & Experience
Undergraduate degree or Technical Certificate Graduate degree, preferred 7+ years relevant experience Preferred Qualifications
The candidate must hold a range of broad technical knowledge of IT infrastructure Subject matter expert (SME) in Windows desktop technologies. Deep understanding of the windows operating system in an enterprise environment. PowerShell scripting working knowledge and experience in reading and writing scripts Working knowledge of enterprise infrastructure as it applies to end user devices Azure / AD GPO / Intune SCCM / MECM Skills and discipline to keep systems patched, monitored, and performing optimally. SCCM experience with understanding of configuration baselines, OSD, and deployments Excellent oral and written communications, able to work independently and effectively communicate with team. Ability to troubleshoot OS at an in-depth level using various tooling. Expertise troubleshooting MS Windows OS, hardware/driver and application issues Knowledge to support Mac OS in an enterprise setting. Strong leadership, creative problem-solving, planning and organization skills Able to troubleshoot web application issues at a high-level using tooling and debugging Strong analytical and problem-solving capabilities. Ability to prioritize and execute tasks in a high-pressure environment. Physical Requirements
Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100% Domestic Travel
Occasional International Travel
Never Performing sedentary work
Continuous Performing multiple tasks
Continuous Operating standard office equipment - Continuous Responding quickly to sounds
Occasional Sitting
Continuous Standing
Occasional Walking
Occasional Moving safely in confined spaces
Occasional Lifting/Carrying (under 25 lbs.)
Occasional Lifting/Carrying (over 25 lbs.)
Never Squatting
Occasional Bending
Occasional Kneeling
Never Crawling
Never Climbing
Never Reaching overhead
Never Reaching forward
Occasional Pushing
Never Pulling
Never Twisting
Never Concentrating for long periods of time
Continuous Applying common sense to deal with problems involving standardized situations
Continuous Reading, writing and comprehending instructions
Continuous Adding, subtracting, multiplying and dividing
Continuous The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes. TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing
and so will you. Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home. Colleague Development If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD
and we're committed to helping you identify opportunities that support your goals. Training & Onboarding We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role. Interview Process We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
The Manager IT Operations manages or leads a team of IT professionals in providing a broad range of IT Operations services, support and solutions to the organization, ensuring enterprise standards are met and business objectives are achieved. This role will lead and manage a team of highly skilled Level 3 Desktop Support Technicians, providing technical leadership and ensuring the effective operation of enterprise-wide technology. This role demands extensive technical understanding of Windows OS, acting as SME of windows operating systems, experience and a commitment to continuous learning and understanding on Incident and Problem management with ability to manage multiple Incidents simultaneously. Responsibilities
Lead and Mentor the Level 3 Desktop Support team, providing guidance on Incidents Including Windows and Mac OS End to end support for Windows OS and Mac OS in a production environment
Managing escalated incidents from Service Desk Level 1/2, LoB business partners, technical leadership, and application owners. Oversee the review, analysis, and evaluation of information technology systems and change controls, leveraging a wide breadth of concepts, practices, and tools. Proactively identify and remediate issues as needed to ensure compliance and security. Lead team in proactive remediation efforts. Provide expert technical guidance as SME. Provide complex troubleshooting/problem resolution to clients, team members, and project teams. Identify root causes of issues and implement targeted, controlled remediation plans. Lead and mentor team on implementation and rollout development. Utilize strong communication, analysis, and coaching skills to enhance team performance and collaboration. Depth & Scope
Responsible for managing multiple teams and/or projects with increasing degree of complexity and broad scope Works independently and often autonomously in the management of projects, teams and operational disciplines and develops strategic thinking/ planning in the execution of work plans May manage system enhancements, new releases or projects typically focused on a specific product/system/application of moderate scope and complexity Manages/Leads a group (e.g., Less Than 25) of IT professionals Manages projects and teams (including financials) and advocates for the re-usability of architecture and processes by new business initiatives Manages problem resolution, plans and strategies for operational advancement Education & Experience
Undergraduate degree or Technical Certificate Graduate degree, preferred 7+ years relevant experience Preferred Qualifications
The candidate must hold a range of broad technical knowledge of IT infrastructure Subject matter expert (SME) in Windows desktop technologies. Deep understanding of the windows operating system in an enterprise environment. PowerShell scripting working knowledge and experience in reading and writing scripts Working knowledge of enterprise infrastructure as it applies to end user devices Azure / AD GPO / Intune SCCM / MECM Skills and discipline to keep systems patched, monitored, and performing optimally. SCCM experience with understanding of configuration baselines, OSD, and deployments Excellent oral and written communications, able to work independently and effectively communicate with team. Ability to troubleshoot OS at an in-depth level using various tooling. Expertise troubleshooting MS Windows OS, hardware/driver and application issues Knowledge to support Mac OS in an enterprise setting. Strong leadership, creative problem-solving, planning and organization skills Able to troubleshoot web application issues at a high-level using tooling and debugging Strong analytical and problem-solving capabilities. Ability to prioritize and execute tasks in a high-pressure environment. Physical Requirements
Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100% Domestic Travel
Occasional International Travel
Never Performing sedentary work
Continuous Performing multiple tasks
Continuous Operating standard office equipment - Continuous Responding quickly to sounds
Occasional Sitting
Continuous Standing
Occasional Walking
Occasional Moving safely in confined spaces
Occasional Lifting/Carrying (under 25 lbs.)
Occasional Lifting/Carrying (over 25 lbs.)
Never Squatting
Occasional Bending
Occasional Kneeling
Never Crawling
Never Climbing
Never Reaching overhead
Never Reaching forward
Occasional Pushing
Never Pulling
Never Twisting
Never Concentrating for long periods of time
Continuous Applying common sense to deal with problems involving standardized situations
Continuous Reading, writing and comprehending instructions
Continuous Adding, subtracting, multiplying and dividing
Continuous The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes. TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing
and so will you. Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home. Colleague Development If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD
and we're committed to helping you identify opportunities that support your goals. Training & Onboarding We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role. Interview Process We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.