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Service Desk Manager - Assistant Vice President

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JOB DESCRIPTION

Overview

Reporting to the Global Operations manager for Service Desk, you will be responsible for providing leadership to the Service Desk Operations team. The Service Desk Manager (SDM) is a critical role in any Information Technology (IT) Service Management (ITSM) operation. You will be responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is part general management, part service operations, and part special projects – the service desk manager wears many hats. In addition to managing a potentially large staff of support agents, you will also monitor operations to ensure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to other IT groups-impacting initiatives.

 

What We Offer You

A diverse and inclusive environment that embraces change, innovation, and collaboration

A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days

Employee Resource Groups support an inclusive workplace for everyone and promote community engagement

Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits

Educational resources, matching gift, and volunteer programs

 

What You’ll Do

Ensures Service Desk team provides optimum service level to the Business lines, while being responsible for managing global resources and vendors in resolution of incidents and problems and that vendors apply the right problem-solving techniques and processes

Provide oversight of vendor to ensure all processes and procedures are performed in line with Bank policies, as well as continuous Improvement Program – working with vendors to provide persistent activities around stability optimization of production environment

Resolves escalations by working with other Service Operations Specialists to accurately resolve escalated issues quickly

Governs areas requiring monitoring, reporting and improvement

Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution

Execution of daily operational oversight, specifically around Incident Resolution, System stability, Monitoring of Service Level Agreements (SLAs) and OLAs, Attending regular operational reviews with global team, User satisfaction, Executive presence, and Resource utilization

 

How You’ll Lead

Ensure relevant teams are informed of progress on incidents, where necessary

Work with global peers to ensure all processes and procedures are adhered to the Bank’s Global Procedures

Continuously seeks to improve service desk performance

 

Skills You’ll Need

Relevant experience in Service Desk operations

Working knowledge of Service Desk

Experience with managing IT Service Desks

Bachelor’s degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)

Experience with desktop applications (Excel, Word, Windows, Access, Outlook, Microsoft Projects, Visio, PowerPoint, etc.)

 

Skills That Will Help You Excel

Demonstrable experience in working in an IT Service Management for global entity, preferably, global financial services background

Excellent presentation skills and interpersonal skills

Open and transparent, self-organized working style with a proactive way of working and ability to show initiative

Delivery of good and understandable documentation

Technical skills and information are up to date and in line with industry developments with experience with management and organization of tasks/projects and external resources

 

Expectations

 

It is the Bank’s expectation that employees hired into this role will work in the Jacksonville office in accordance with the Bank’s hybrid working model.

 

Deutsche Bank provides reasonable accommodations to candidates and employees with a substantiated need based on disability and/or religion.

 

The salary range for this position in Jacksonville is $78k to $110k.  Actual salaries may be based on a number of factors including, but not limited to, a candidate’s skill set, experience, education, work location and other qualifications.  Posted salary ranges do not include incentive compensation or any other type of renumeration

 

Deutsche Bank Values & Diversity

 

We believe talent is found in all cultures, countries, races, ethnicities, genders, sexual orientations, disabilities, beliefs, generations, backgrounds, and experiences. We pursue a working environment where everyone can be authentic and feel a sense of belonging. Click here to find out more about our diversity and inclusion efforts.

 

We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories.

Click these links to view the following notices: EEO is the Law poster and supplement; Employee Rights and Responsibilities under the Family and Medical Leave Act; Employee Polygraph Protection Act and Pay Transparency Nondiscrimination Provision

 

Learn more about your life at Deutsche Bank through the eyes of our current employees: https://careers.db.com/life

 

The California Consumer Privacy Act outlines how companies can use personal information. If you are interested in receiving a copy of Deutsche Bank’s California Privacy Notice, please email HR.Direct@DB.com.

 

Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.
We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.

Visit Inside Deutsche Bank to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.


We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories. Click these links to view the following notices: "EEO is the Law poster" and supplement ; Employee Rights and Responsibilities under the Family and Medical Leave Act; Employee Polygraph Protection Act and Pay Transparency Nondiscrimination Provision.

Set alert for similar jobsService Desk Manager - Assistant Vice President role in Jacksonville, United States
Deutsche Bank Logo

Company

Deutsche Bank

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

Category

IT Services and IT Consulting

Locations

Jacksonville, Florida, United States

Qualification

Bachelor

Applicants

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Cary, North Carolina, United States

Posted: a year ago

JOB DESCRIPTION Who we are: In short – an essential part of Deutsche Bank’s technology solution, developing applications for key business areas.   Our Technologists drive Cloud, Cyber and business technology strategy while transforming it within a robust, hands-on engineering culture. Learning is a key element of our people strategy, and we have a variety of options for you to develop professionally. Our approach to the future of work champions flexibility and is rooted in the understanding that there have been dramatic shifts in the ways we work.   Having first established a presence in the Americas in the 19th century, Deutsche Bank opened its US technology center in Cary, North Carolina in 2009. Learn more about us here .   Overview In your role as Technology Infrastructure Principal Auditor, you will carry out the planning, preparation, co-ordination, and execution of audits, mainly in the area of information technology (IT), security, databases, networks and support Cyber infrastructure as well as IT application auditors with technology infrastructure related topics. The Group Audit (GA) function comprises over 700 staff located in our four hub locations New York, London, Frankfurt, Singapore and 26 other countries across the globe. The function is a professional, business focused, proactive risk-based global audit team that operates with transparency, integrity, independence, and assists the Bank’s business and infrastructure areas to identify key control weaknesses.   What We Offer You A diverse and inclusive environment that embraces change, innovation, and collaboration A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days Employee Resource Groups support an inclusive workplace for everyone and promote community engagement Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits Educational resources, matching gift, and volunteer programs   What You’ll Do Evaluate the adequacy and effectiveness of controls relating to technology risks and communicating findings to the responsible management/stakeholder teams Planning, preparing, coordinating, and executing audits to evaluate the adequacy and effectiveness of controls within the Information Technology and security Support the implementation of the GA risk-based methodology including; performing coverage of Infrastructure technology processes and the respective cyber technology environment along with supporting structured ongoing risk assessments via the Continuous Audit Assessment process Undertaking audit assignments, drafting, and consolidating audit reports for review by Audit Management and facilitate issue tracking and validating the closure of audit findings Serve as a subject matter expert for colleagues on issues or questions related to within GA Work as a teammate on a global team, interacting with colleagues in Singapore, Frankfurt, London, and the United States   Skills You’ll Need Bachelor’s degree level with a concentration in Computer Science (or equivalent qualification / work experience required), Master’s degree preferred Have certifications demonstrating familiarity with Technology Information, Security and audit practices; e.g. CISSP, CISA, CISM, CIPP/IT, SANS GIAC, CCNA Relevant experience of audit experience in the following topics: Information Security, IT infrastructure, IT production, IT operations, and IT Vendor Risk Assessments Relevant experience of analyzing and articulating IT risks from current threat vectors, combined with technical and process skills in an enterprise environment Be familiar with various Information Technology Frameworks; e.g. FFIEC handbook, CAT tool, CoBit, ISO 27k, NIST 800 series, CSC Top 20 Security Controls and be able to use these as guides to evaluate the state of controls within the Bank. Have experience in performing audits and security assessments, with particular focus on technology infrastructure, cyber security, information security, cloud technology, technology management, governance, and compliance with regulatory and policy requirements   Skills That Will Help You Excel Must have a good understanding of IT controls, security control processes, information security and regulatory requirements in the financial sector Pro-actively developing and maintaining professional working relationships with colleagues, the Business and respective support areas You will be expected to remain constantly engaged with emerging and technology trends and remain abreast of the general cyber environment Be adaptable, pro-active, self-sufficient and innovative with strong organizational skills to take ownership and responsibility of agreed targets, meeting time-lines within budget to enable a timely and efficient completion of audit projects Show ability to multi-task assignments, prioritize workload with limited supervision and be able to perform under pressure delivering to deadlines without sacrificing on quality   Expectations It is the Bank’s expectation that employees hired into this role will work in the Cary, NC office in accordance with the Bank’s hybrid working model.   The salary range for this position in Cary is $80,000 to $120,000 .   Actual salaries may be based on a number of factors including, but not limited to, a candidate’s skill set, experience, education, work location and other qualifications. Posted salary ranges do not include incentive compensation or any other type of renumeration.   Deutsche Bank provides reasonable accommodations to candidates and employees with a substantiated need based on disability and/or religion.   Deutsche Bank Values & Diversity We believe talent is found in all cultures, countries, races, ethnicities, genders, sexual orientations, disabilities, beliefs, generations, backgrounds and experiences. We pursue a working environment where everyone can be authentic and feel a sense of belonging. Click here to find out more about our diversity and inclusion efforts.   We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories. Click these links to view the following notices: EEO is the Law poster and supplement ; Employee Rights and Responsibilities under the Family and Medical Leave Act ; Employee Polygraph Protection Act and Pay Transparency Nondiscrimination Provision   Learn more about your life at DB through the eyes of our current employees: https://careers.db.com/life   The California Consumer Privacy Act outlines how companies can use personal information. If you are interested in receiving a copy of Deutsche Bank’s California Privacy Notice please email HR.Direct@DB.com .   Deutsche Bank Benefits At Deutsche Bank, we recognize that our benefit programs have a profound impact on our colleagues. That’s why we are focused on providing benefits and perks that enable our colleagues to live authenti­cally and be their whole selves, at every stage of life. We provide access to physical, emotional, and financial wellness benefits that allow our colleagues to stay financially secure and strike balance between work and home. Click here  to learn more!   #LI-HYBRID #LI-REMOTE  #LI-ONSITE   Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer. We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation. Visit Inside Deutsche Bank to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides. We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories. Click these links to view the following notices: "EEO is the Law poster" and supplement ; Employee Rights and Responsibilities under the Family and Medical Leave Act ; Employee Polygraph Protection Act and Pay Transparency Nondiscrimination Provision .