Manager IT Operations - Workspace Level 3 Support (US)

Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$86,840 - $130,000 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. 

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

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.