Manager IT Operations - Workspace Level 3 Support (US)

Line of Business:
Technology Solutions
Job Description:

The IT Operations Manager for Workspace Level 3 Support will lead a team of subject matter experts who provide guidance, complex troubleshooting, and root cause analysis at an enterprise level. This role involves planning, coordinating, and overseeing the activities of the Level 3 support team to ensure efficient and effective resolution of technical issues, as well as being directly involved in the troubleshooting, often acting as lead SME on incidents and calls. The manager will work closely with technical partners, business units, and leadership to maintain and improve IT systems operations and resolve issues in a timely manner.

Key Responsibilities:

• Lead and manage a team of Level 3 desktop support analysts, providing mentorship, guidance, and performance evaluation.
• Oversee the end-to-end support for Windows OS and Mac OS, managing escalated incidents from Service Desk Level 1/2, business partners, technical leadership, and application owners.
• Provide support as SME for the enterprise application stack, including web browsers and Office 365.
• Conduct root cause analysis and implement targeted remediation plans to address recurring issues.
• Ensure compliance and security by proactively identifying and remediating Windows devices.
• Collaborate with the Delivery and Solutions Engineering teams to prevent or resolve production incidents.
• Review, modify, and implement procedural processes and documentation using industry standards and best practices.
• Provide technical leadership and insight to continuous improvement initiatives.

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:

• Extensive technical knowledge of enterprise IT infrastructure, with a focus on Windows desktop technologies.
• Experience in Powershell scripting, enterprise infrastructure, Azure, Active Directory (AD), Desktop Analytics, Group Policy Objects (GPO), and System Center Configuration Manager (SCCM).
• Strong leadership, creative problem-solving, planning, and organizational skills.
• Excellent oral and written communication skills, with the ability to work independently and under pressure.
• Ability to troubleshoot OS, hardware/driver, and application issues at a high level.
• Experience supporting Mac OS in an enterprise setting.
• Experience with deep technical expertise in a large enterprise.
• Experience in a leadership role overseeing teams, leading live incident calls, coordinating across multiple groups/vendors, and managing on call rotations.
• Technical certifications and experience with digital experience platforms like Nexthink are a plus.

Additional Information:

• A technology-focused degree in an appropriate discipline or equivalent work experience is preferred.
• Effective time management skills and the ability to work under deadlines and operational pressures.

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.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.