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IT End User Support Manager

Company: Federal Reserve System
Location: New York
Posted on: August 7, 2022

Job Description:

CompanyFederal Reserve Bank of New YorkWorking at the Federal Reserve Bank of New York positions you at the center of the financial world with a unique perspective on national and international markets and economies. You will work in an environment with a diverse group of experienced professionals to foster and support the safety, soundness, and vitality of our economic and financial systems. It is a challenge that demands the skills of a financial service professional and the intelligence of an academic-all combined with a passion for public service.The Bank believes in work flexibility to balance the demands of work and life while also connecting and collaborating with our colleagues in person. Employees can expect to be in the office a couple of days per week as needed for meetings and team collaboration and should live within a commutable distance.What we do: The Enterprise Support (ES) function consolidates accountability for all technology support services across the Bank. The End User Services (EUS) division within the function is responsible to implement and support scalable/flexible workplace technologies across the Bank. In close coordination with National IT who delivers technology products, services, and solutions essential to support the Federal Reserve System, as well as outsourced vendor service providers, EUS supports the full life cycle of all end-user technology services and products with the focus on user experience. Your role as IT End User Support Manager:Assist your manager by leading a team of Tier 2 support technicians maintaining and upgrading desktop, laptop, and mobile devices across multiple platforms.Hands on computer, mobile, and conference room technical support to complete issues and requests.Queue management and assignment of tickets for Tier 2 technicians supporting multiple locations.Review tickets for trend analysis to improve service.Technical point of contact for customer escalations.Lead meetings with EUS teams and Bank business groups.Respond to critical events and find long term solutions for repetitive issues.Participate in testing and implementing software, changes, new solutions.Provide feedback for performance reviews and assist in developing staff.What we are looking for:Strong IT customer service and operations experience in mid-to large scale organizations.Cross-platform technical experience leading a team of Tier 2 support techniciansExperience implementing and following ITIL best practices.Ability to develop and maintain relationships across the Federal Reserve System and the Bank and balance multiple stakeholder interests to influence and shape Federal Reserve System offerings.Analytical and problem-solving skills, strong interpersonal capabilities and relationship building.Excellent written and verbal skills with ability to present ideas in a business and user-friendly language.Ability to adapt to continually changing priorities and aggressive project timeframes.Availability for issues resolution and assistance during non-standard business hours or upon request as needed.Touchstone Behaviors set clear expectations for leading with impact at every stage of our careers and aspire to achieve in our continued growth and development. Communicate Authentically: Empathetically engage one another with direct and transparent dialogue and listening. Actively discuss viewpoints with respect and compassion in a timely and candid manner, taking into account verbal and nonverbal cues. Ask questions, learn from each other, and share information widely to move the Bank's work forward. Collaborate Inclusively: Inspire a diverse and inclusive environment that empowers others to contribute meaningfully. Intentionally bring a diverse set of people together to achieve positive business results. Drive Progress: Grow and adapt to changing priorities in the Bank. Experiment with new concepts and take appropriate risk to drive innovation. Remain curious and action oriented, navigating through ambiguity and uncertainty to drive outcomes. Develop Others: Equitably champion, mentor, and develop others to grow professionally. Demonstrate vulnerability and empathy to create a trusted environment. Take Ownership: Establish an environment of action and excellence by holding self and others accountable to execute to the highest standard. Benefits:Our organization offers benefits that are the best fit for you at every stage of your career:Fully paid Pension plan and 401k with Generous MatchComprehensive Insurance Plans (Medical, Dental and Vision including Flexible Spending Accounts and HSA)Subsidized Public Transportation ProgramTuition Assistance ProgramOnsite Fitness & Wellness CenterAnd moreThe Federal Reserve Bank of New York is committed to a diverse workforce and to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.The successful candidate must be fully vaccinated against COVID-19, and receive a booster shot within 30 days of being eligible to do so, unless the Bank grants an exemption based on a medical condition or sincerely held religious belief. This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change.Please note that the position requires access to confidential supervisory information and/or FOMC information, which is limited to "Protected Individuals" as defined in the U.S. federal immigration law. Protected Individuals include, but are not limited to, U.S. citizens, U.S. nationals, and U.S. permanent residents who either are not yet eligible to apply for naturalization or who have applied for naturalization within the requisite timeframe. Candidates who are permanent residents may be eligible for the information access required for this position if they sign a declaration of intent to become a U.S. citizen and pursue a path to citizenship and meet other eligibility requirements. In addition, all candidates must undergo an enhanced background check, comply with all applicable information handling rules, and will be tested for all controlled substances prohibited by federal law, to include marijuana.Full Time / Part TimeFull timeRegular / TemporaryRegularJob Exempt (Yes / No)YesJob CategoryInformation TechnologyWork ShiftFirst (United States of America)The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.Privacy Notice

Keywords: Federal Reserve System, New York , IT End User Support Manager, Executive , New York, New York

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