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Director of Technology Operations
Ref No.: 18-04419
Location: New York, New York
Position Type:Direct Placement
Pay Rate : $ 180,000.00 - 200,000.00 /Year
Position Summary
In this role, you will lead a team of 20+ technology support staff located in across multiple offices globally.  This role is a key leadership position within a global technology support organization and operates within a global financial services firm. 
Functional Responsibilities
  • Customer facing, technical support, focused on the workplace technologies listed below.
  • People leadership.  All coaching, performance feedback, appraisal and career development responsibilities for local and remote direct reports.
  • Relationship management of local and remote business unit stakeholders. 
  • Deliver education through formal and informal methods to internal staff regarding technology products and services available.  Develop this client education capability across your team.
  • Manage and contribute to varied technology projects.  Examples include office moves, deployment of new technology services and platform upgrades.
  • Tight alignment with infrastructure technology team to enhance services and stability available to clients.
  • Provide thought leadership and actively contribute to continuous improvement initiatives.
  • Manage the risk profile of your team's activities.  Ensure compliance with all risk and compliance policies throughout daily activities.
Desired Technology Support Capabilities
  • Windows 7 / 10.
  • Dell end user computing hardware including laptops, PCs, docking stations and monitors.
  • Microsoft Office 2013, 2016 and 365. 
  • Market data and trading applications: Bloomberg, ICE, Client, BlackRock and others.
  • Cisco IP Telephony.
  • Dealer voice such as IPC or BT.
  • Collaboration technologies including chat and social media platforms in an enterprise environment.
  • Microsoft Active Directory.
  • Mobile devices: iPhones, iPads, Surface Pros and other mobile form factors.
  • Remote Support Tools such as RDP and Remote Assistance.
  • Citrix and virtual desktop platforms.
  • Audio visual technologies including Cisco WebEx and room video conferencing.
  • Experience in one or more infrastructure technology disciplines: Networks, Wintel Server, Domain Services, Messaging, Database.
Desired Leadership Capabilities
  • Excellent written and verbal communication skills with the demonstrated ability to tailor your communication style to fit the audience and situation.
  • Outstanding stakeholder and relationship management capabilities at all levels of the client and global technology organization.
  • Demonstrated capability to incorporate business analytics, metrics and/or KPIs as part of leadership style.
  • Willingness to own and be accountable for technology problems not explicitly within the Desktop Technology space.  Work across organizational and geographic boundaries to drive a resolution for your clients.
  • Ability to perform effectively in high pressure situations when faced with urgent issues or distressed customers.
  • Outstanding client education capabilities.
  • Coaching and empathetic leadership style while at the same time creating an environment of accountability within your team.
  • Ability to prioritize effectively.  Balance existing commitments with priority changes as required due to operational incidents or client escalations.
  • Familiarity with Agile methodologies in an operational environment.
  • Possess a Continuous Improvement mindset with an appetite to improve the service that you are responsible for.
  • Empathetic appreciation for different cultures and diverse points of view in the work place.
Desired Experience and Education
  • Leadership of a technology operations team including remote direct reports.
  • University degree in CS, MIS or related field.
  • Experience working as part of a global technology support team.
  • Experience in the financial services or other highly regulated industry.