IT End User Support Manager – Technology Engineering and Computing Services recruitment
Area Overview:
Technical Engineering and Computing Services (TECS) End User Services is a customer-centric technical support department whose mission is to serve as the gateway to all desktop/mobile computing needs for customers within the Second District of the Federal Reserve System. The environment is very dynamic as and demanding. It requires an exceptional degree of dedication to achieve customer satisfaction by expeditiously and accurately fulfilling customers requests / resolving technical issues.
Job Description:
This position calls for a manager with at least eight to ten years of experience in leading desktop support teams in a financial institution. Candidate must demonstrate technical proficiency to support:
- Windows desktop operating system
- Standard Microsoft suite of desktop applications, including Sharepoint
- Active Directory/LDAP environments
- Enterprise file share environments
- Remote access/VPN
- mobile technologies (i.e. Blackberry)
On a non-technical perspective, the candidate must possess the ability to organize and prioritize workload for members of the teams, manage customer expectation, communicate with upper management on the operations of the teams, and interact with all national service providers to ensure smooth delivery of IT services to the Federal Reserve Bank of New York.
Skills
Required Skills:
- Strong customer focus, with the ability to effectively anticipate and advocate for customer concerns;
- Ability to handle problem management and customer communications during high pressure situations;
- Excellent presentation and communication skills; ability to understand and communicate complex technical concepts clearly, both verbally and in writing;
- Excellent analytical and problem-solving skills;
- Excellent consultative skills, and the proven ability to work effectively with clients, IT management and staff, vendors and consultants;
- Demonstrated ability to work on multiple projects simultaneously and to balance conflicting priorities.
Critical Skills:
- Ability to think clearly about strategic priorities and develop a plan to achieve objectives;
- Leadership capacity, including the ability to create a positive team environment and provide effective feedback.
- Must be enthusiastic and flexible in response to management and customer requirements.
Preferred Skills:
- Prior experience of large scale migration of application platform (such as Notes to Outlook) a plus
- Prior experience of large scale deployment of desktops/laptops a plus
- Prior experience of networking troubleshooting a plus
- Prior experience of managing account access control a plus
Education/Certifications:
- Bachelor's degree in Computer Science, Engineering, or a related discipline and/or at least eight to ten years of demonstrated experience in information technology activities and/or technical project management.