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.

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

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 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.

• 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.