IT Operations Manager

Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$86,840 - $130,000 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Technology Solutions

Job Description:

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.

• 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.

Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest