What are the responsibilities and job description for the Associate Director End User Services position at Dtcc?

Job Description

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Pay and Benefits :

Competitive compensation, including base pay and annual incentive
Comprehensive health and life insurance and well-being benefits, based on location
Pension / Retirement benefits
Paid Time Off and Personal / Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
DTCC offers a flexible / hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact you will have in this role :

The End User Support (EUS) team provides superior desktop support to end users on incidents, problems and requests for desktops, laptops, telephony, mobile devices, network connectivity, etc. Responsibilities include but are not limited to : daily operations of the systems software, hardware, peripherals, calls, incidents, tasks, projects, problem analysis and resolution.

The Support Center supports infrastructure capabilities that emphasize the collaboration between development and infrastructure to meet business needs. This is done by providing technology services that are agile, timely, cost-effective, and risk appropriate.

Digital Workplace Services (DWS) is a globally diverse and distributed team. The DWS portfolio includes, but is not limited to End User Support, Compute-Architecture, Operations-Monitoring and Unified Communication

Position Summary

An Associate Director is responsible for providing technical leadership across the Support Center. This role supports and leads key project driven initiatives, as well as operational tasks to maintain the integrity of infrastructure environment.

Specific Responsibilities

Strong ability to effectively multitask, determine root cause analysis when presented with a technical challenge, work with a sense of urgency.

Must be able to lead and maintain Asset Management requirements.

Model leadership behavior, hold the staff accountable but support them.

Support feedback and incorporate into future empowerment.

Examine industry trends and how we can apply them to the organization.

Research ways of continuously improving the operating model with a customer first mindset.

Design, administer, and support all areas of the infrastructure environment while maintaining stability and support for new technologies within the infrastructure environment.

Participates in production outages. Effectively completes complex projects and installations within aggressive time frames and budget parameters.

Develop and produce timely metrics based on the required management platforms.

Execute performance and statistical monitoring to develop procedures and best practices which improve the overall environment.

Perform comprehensive evaluation of new feature or product technologies resulting in insightful analysis and recommendation.

Aligns risk and control processes into day-to-day responsibilities to monitor and mitigate risk; escalates appropriately.

Specific Skills and Technologies

Leadership and elevated DesktopCustomer Support experience

Basic Networking understanding (TCP / IP)

Ability to work and lead in a fast paced, high call volume environment.

Ability to communicate and document technical guidance and instructions to the team, users, and peers on the use of Desktop and / or software, hardware peripherals, etc.

Excellent knowledge of desktop / laptop and mobile devices (iPhones devices / Intune, iPads, MacBooks) including enterprise deployment and support

Experience working with Active Directory

Windows workstation and operating system support including working knowledge of Microsoft Office 365 suite.

Virtual Desktop Infrastructure (VDI), Virtualization (VMwareCitrix), vSphere Client support

Experience using Zscaler ZDX, ZIA ZPA

Leadership Competencies for this position :

Accountability : Demonstrates reliability by taking necessary actions to continuously meet required deadlines and goals.

Global Collaboration : Applies global perspective when working within a team by being aware of own style and ensuring all relevant parties are involved in key team tasks and decisions.

Communication : Articulates information clearly and presents information effectively and confidently when working with others.

Influencing : Convinces others by making a strong case, bringing others along to their viewpoint; maintains strong, trusting relationships while at the same time is comfortable challenging ideas.

Innovation and Creativity : Thinks boldly and out of the box, generates new ideas and processes, and confidently pursues challenges as new avenues of opportunity.

Qualifications :

Minimum of 5 years of related experience

Bachelor's degree preferred with Masters or equivalent experience

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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