IT Manager, High Touch Technical Services

Introduction:
Responsible for managing an information services group, including conducting the performance management process and providing input for staffing and disciplinary actions. Manages an
information services product or service including personal computers and local area networks.
Ability to manage technical support team that has high-level of expertise.
1. Provides operational support for Northern Trust Executives and Traders - approximately 300. Supports includes End-user device support, Digital workplace tools/products and other technologies (ex. Azure Sentinel, VPN, meeting room support for Execs)
2. Oversite of Northern Trust global physical Tech Bars (7) and Virtual Tech Bar - ensure consistency, leverage best practices, provide monthly reporting.
3. Operational support includes:
a. Windows 10
b. Third party trading applications - (ex. Bloomberg, 360 Treasury systems, BARX, BEx)
c. Custom applications
d. Hardware troubleshooting
e. Operating system troubleshooting
f. BYOD support
g. Leverage tools to enhance technical support - Azure Sentinel, Liquidware, ServiceNow, PowerBI
h. Oversight of MSP contractors supporting Tech Bar
4. Service Level management
a. Tickets
b. Assets
c. Escalations
5. Knowledge Base management
a. Create KBs
b. Ensure team collaboration and consistency of procedures
6. Build marketable practice for High Touch Services (HTS) team
a. Metrics including TCOs, KPIs, Assets, Asset Management
b. Collaborative approach using SharePoint, Teams, OneNote with HTS customers.
7. Collaborate with Engineering Teams
a. Communication to HTS customers of NT changes and projects
8. Expert technical skills as well as experience managing technical, high demand teams.
9. Manages team (4) and conducts Performance management
a. Evaluations
b. Mentoring
c. Tech Bar
d. Hires and terminations
10. Organized - able to manage team workload and customer requests. Leverage internal tools to enhance knowledge sharing.
11. Strong communicator - able to provide clear direction and clarify information.
12. Provides technical analysis of requirements necessary for the protection of all information processed, stored, or transmitted by systems.
13. Serves as an expert resource or go to person within a group.
14. Consults at the highest technical level with business area and IT management and staff in the analysis, development, testing, and implementation/integration of efficient and cost-effective end user applications, systems, hardware and software packages.
15. Participates in projects that are large in scope, cross-functional and technically difficult, often involving the integration of multiple end user systems/applications.
16. Provides comprehensive consultation to the business area and IT management and staff at the highest technical level in the identification & evaluation
17. May act as Project Leader.
18. Involved in providing assistance and training to lower level specialists.
19. Keeps abreast on the direction of emerging industry standards.
20. Provides technical analysis of requirements necessary for the protection of all information processed, stored, or transmitted by systems.
21. Serves as an expert resource or go to person within a group.
22. Conducts preliminary analysis.
23. Reviews work of others.
24. Handles more extensive, high-profile work.
25. Responsible for direct interaction with different committees and/or management.
About Northern Trust:
Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With over 130 years of financial experience and nearly 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.
Working with Us:
As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve!
We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:
• Gender Equality Index Member, Bloomberg
• Top Financial & Banking Company, Black EOE Journal, Hispanic Network Magazine, Professional WOMAN'S Magazine
We'd love to learn more about how your interests and experience could be a fit with one of America's best banks and most sustainable companies! Build your career with us and apply today.