IT Site Manager

Requisition ID: 237699

Employee Referral Program Potential Reward:$3500.00

Salary Range:76500.00-142120.00

Please note that the Salary Range shown is a guideline only. Salary offered may vary based on factors including but not limited to the successful candidates relevant knowledge skills and experience.

We are committed to investing in our employees and helping you continue your career at Scotiabank.

Global Banking and Markets

Global Banking and Markets (GBM) is a leading Canadian Capital Markets and Investment Banking business with a growing platform in the US and Latin America operating globally for over 100 years. Scotiabanks strong U.S. presence provides our clients an important bridge to this key global market for trade and investment flows across the Americas and the world.

Global Banking & Markets provides a full range of investment banking credit and risk management products and services relevant to the financing and strategic development needs of our clients. Our products include debt and equity financing mergers & acquisitions corporate banking institutional equity sales trading and research fixed income products derivatives energy foreign exchange and precious & metals. We also cross-sell the full range of wholesale products and services offered by the Scotiabank Group.

Be part of an innovative Global Capital Markets and Investment Banking business with a unique geographic footprint that puts capital to work for our clients across industries! We work together to drive ambition for every future!

Overview

Contributes to the overall success of the US IT End-User Operations IT Technical Support Specialist in United States ensuring specific individual goals plans initiatives are executed / delivered in support of the teams business strategies and objectives. Ensures all activities conducted comply with governing regulations internal policies and procedures.

What Youll Do

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships systems and knowledge.
Manage service levels to guarantee the overall success of the US Information Technology Helpdesk which provides the intake resolution or assignment of technical requests and trouble tickets for the organizations US staff.
Ensure all technical support requests are addressed within an acceptable time objective.
Ensure all support requests are memorialized in a Service Now ticket. The information in the ticket must be accurate and complete.
Escalate issues for critical teams executives and departments with specialized needs.
Manage the teams work schedules to ensure proper coverage.
Service and/or assign IT support tickets.
Ensure all team members are participating equally and performing well.
Identify training opportunities.
Produce dashboards used to measure the success of the team.
Identify performance issues within the team.
Participate in technical support requests as needed.
Look for trends. Identify high-volume ticket types and present them to the engineering teams so they can design solutions to reduce call volume.
Identify repeat issues or issues affecting multiple users or sites to provide advanced warning of large-scale problems.
Use gamification and other management techniques used to allow teammates to understand how their performance is relative to the others on the team.
Produce management reports to illustrate risks and areas needing improvement.
Lead by example. Develop the staff systems and processes used to ensure best-of-class IT support services in a fast-paced banking environment.
Champion a high-performance customer focused culture to deepen client relationships and leverage broader bank relationships systems and knowledge.
Develop relationships with enterprise subject matter experts support teams and 3rd party vendors.
Respond to incoming help requests from end users via telephone Service Now tickets MS Teams chats and email in a professional courteous effective and efficient manner.
Adhere to established information security standards and procedures
Understand the banks risk appetite and risk culture to aid with day-to-day activities and decisions.
Implement and adhere to standards and procedures specified by the U.S. CISO.
Support audit and regulatory requests.
Design implement and enforce proper operational procedures and processes.

Understand how the Banks risk appetite and risk culture should be considered in day-to-day activities and decisions.

Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabanks Values its Code of Conduct and the Global Sales Principles while ensuring the adequacy adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational compliance AML/ATF/sanctions and conduct risk.

Champions a high-performance environment and contributes to an inclusive work environment.

What Youll Bring

Required technologies: MS Office Windows 11 Service Now Bomgar Virtual Desktops Apple MacOS Apple Mobile Devices Cisco Video Conferencing IDF/MDF management Networking Trade Floor Support IT Asset Management Remote Support
Must have experience supporting financial firms or large highly regulated companies
Provide support to staff including executives
Be a top-notch leader and mentor to team.
Prioritize high risk issues
Continuous improvements: Identify repeat issues; Reduce the volume of tickets
Periodically work nights and weekends as needed
Be successful working under pressure in a high pace financial environment

An undergraduate degree in computer science or related field
5 years of current hands-on IT support experience
Proven excellence managing staff of technical resources
Excellent knowledge of IT support and customer services best practices
Excellent knowledge of Windows Office 365 and remote access technologies
Excellent knowledge of Service Now and phone IVR systems
Top-notch Troubleshooting skills
Must possess excellent oral and written communication skills
Financial services industry experience preferred

Interested

If your experience is closely related but doesnt align perfectly with every qualification we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!

At Scotiabank every employee is empowered to reach their fullest potential respected for who they are and embraced for their differences. Thats why we work to grow and diversify talent and engage employees in a performance-oriented culture.

Whats in it for you

Scotiabank wants you to be able to bring your best self to work and life every day. With a focus on holistic well-being our many flexible benefit programs are designed to help support your unique family financial physical mental and social health needs.

#Dallas

Location(s): United States : Texas : Dallas

Scotiabank is a leading bank in the Americas. Guided by our purpose: for every future we help our customers their families and their communities achieve success through a broad range of advice products and services including personal and commercial banking wealth management and private banking corporate and investment banking and capital markets.

At Scotiabank we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including but not limited to an accessible interview site alternate format documents ASL Interpreter or Assistive Technology) during the recruitment and selection process please let our Recruitment team know. If you require technical assistance please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however only those candidates who are selected for an interview will be contacted.