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Desktop Technical Operations Manager

Req #: 180028996
Location: Buenos Aires, C, AR
Job Category: Technology
Job Description:

Global Technology Infrastructure (GTI) is a worldwide organization charged with delivering technology infrastructure - end user, compute, data, transport, instrumentation and facilities - to all lines of business in all regions of the world. It operates 24 hours a day, seven days a week and partners with technology teams in support of the firm’s businesses.  GTI works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the firm's 200,000+ workstations and 40,000+ remote access users. We oversee important tasks, including: incident management, user management, security access and controls, work order management, media management, application and business data recovery, and disaster recovery.


Within the GTI organization, the Client Operations Desktop Support team is responsible for the overall operations of client support services delivering effective and efficient support, owning and resolving the majority of operational issues and reducing escalations to other teams and working towards overall volume reduction.


The Desktop Technical Operations Manager will be responsible for the overall day to day running of their environment, be effective in the collation and presentation of data for initiatives, be able to work under pressure and effectively communicate with senior managers, peers and direct reports.

General Responsibilities:

  • Leading, managing, and directing a team of 8-14 Technology Operations Analysts, as a unit of a larger organization, in a technical environment utilizing remote desktop technologies
  • Effectively collaborate with Peer group to identify and highlight best practices in support through continuous assessment, and elevating process and product recommendations to senior managers.
  • Hiring, training, and developing operations staff as well as motivating, rewarding and recognizing staff performance
  • Add real and measurable business value. The Firms various Lines of Business (LOB) continuously rely on the successful delivery of technology capabilities, utilized to grow our businesses, realize efficiencies, and meet control and regulatory requirements.  Effective contributions are to be made towards the standardization of processes and procedures.
  • Provide a stable and resilient operating environment. Emphasis shall be applied towards maximizing the potential of all available resources, expanding the capabilities and productivity of technical staff, and continuing to improve upon past performance. Proactively identify gaps in process, and offer ideas for improvement in areas that require remediation or enhancement.
  • Managing daily workflow, escalations, accountability, and ownership from technicians, inclusive of the Manager’s deliverables
  • Interfacing with leadership across GTI to ensure an improved productivity and drive to reduce expenses. The facilitation of future investment back into the Firm is dependent upon the continuous pursuit of gains in productivity and reductions to cost, as related to the operating environment.
  • Ensuring successful progress against all client core service metrics

Preferred Skills:

  • 5+ years' experience of managing a high performance operational team.
  • Minimum of 3+ years' experience in a lead role in Remote Desktop Support environment
  • Strong professional written and verbal communications, able to clearly communicate across a variety of management levels
  • Experience gathering and analysing data, pertinent towards building compelling business cases as required promoting senior management endorsement and stakeholder buy in.  Such analysis and proper presentation are crucial components in affecting change to observed areas of improvement.
  • Experience developing concise executive summaries which encompass key benefits of a project or initiative.
  • Establishing and managing project timelines and communication channels.
  • Influencing teams outside of the organization to deliver against agreed upon scope of work and completion dates.
  • Proven ability to multi-task and have a sense of urgency and attention to detail in a fast paced and changing environment and drive multiple initiatives through completion
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