Overview This is a remote role that may be hired in several markets across the United States. This IT Manager role leads the Device Operations team within the Digital Workplace Technology organization. This dynamic leader will be accountable for ensuring the effective delivery of service and projects associated with endpoint management, delivering operational support services globally. This leader will manage a team in the day-to-day delivery of operational tasks to maintain operational readiness and support including infrastructure maintenance, vulnerability remediation, minor upgrades, regulatory compliance, and reporting. This leader will act as a technical expert for the Device Operations team, ensure team activities comply with all appropriate configuration, change, controls, and security standards. The leader will be responsible for a portfolio of services that include Windows and MacOS device management, Virtual Desktop management, and application configuration management, and IoT security and configuration. Proximity to an FCB hub location is preferred for this role. If the ideal candidate is remote, regular travel may be required. Our technology stack: Windows 10, Windows 11, MacOS Sonoma iOS and Android OS’s (modern and LTSC versions) Microsoft Endpoint Manager Configuration Manager (MECM) with MDT-based Operating System Deployment (OSD), WSUS, IBCM, CMG Office365 with Azure Active Directory hybrid-join, AD Connect, conditional access SharePoint Online, Teams, Exchange Online & Exchange On-premise (multiple tenants) Proofpoint Microsoft Intune MDM & MAM JAMF cloud vSphere and Horizon Citrix running on ESX, Nutanix and Azure Virtual Desktop (future) Bitlocker/MBAM Enterprise Vault Zoom desktop conferencing, conference room scheduling and digital signage running on Poly xStudio, Neat Pad, DTEN and Azulle solutions Microsoft Teams Rooms running on Cisco Room Kit and Board Pro solutions Lenovo and Dell desktops, laptops, 2-in-1’s, 2-in-1 detachables CyberArk EPM Absolute Control PowerShell /Bourne shell scripting Responsibilities AUTOMATION - Assists in defining, prioritizing, and implementing automation and self-service solutions to reduce the effort put forth by SVB end users to gain support and service. Aggressively seeks out automation opportunities to reduce user pain points, decreasing resolution times while increasing the digital experience of the employees. MULTI-TIER AND CLOUD INFRASTRUCTURE – Manages the design, build, test and deployment multi-tier on-premise and cloud-based solutions that deliver end user services. Configure and optimize server operating systems and databases for maximum availability and resiliency. Build dependable disaster recovery strategies pairing high availability technology with business continuity processes. LEADERSHIP – Builds and leads a team of geographically dispersed infrastructure engineers and system administrators. Monitors employee performance; mentors with a growth mindset and coaches for high performance. Holds individuals accountable for low performance and tackles tough conversations with empathy. Ensures FCB’s Behavioral True North is sustained and utilized across the team. STRATEGIC PLANNING – Creates and maintains strategic plans that successfully align with Digital Workplace Technology, Infrastructure and End User Services, Information Technology, and FCB business strategies. Regularly cascades and communicates DWT strategic plans to stakeholders to gain support and alignment. Operates with a Product Manager mindset with planning and communication. PROJECT MANAGEMENT – Sponsors or manages select operations projects and reports status effectively including risks, actions, issues and decisions. Understands and utilizes Agile and Kanban work management methods to prioritize, communicate and deliver on commitments. Adheres to all Modern Solution Framework requirements. Develops project plans to track project progress and performance. Effectively manage the constraints of a project, adhering to identified change management plans. TECH VENDOR PARTNERSHIP – Holds contracted third-parties accountable for their commitments through a partnership-based relationship and establishing win-win situations. Can positively leverage partner relationships to achieve stretch engineering objectives. TEAM PLAYER – Acts as a team player supporting peers, department management and business unit leadership to fulfill operational service levels, department initiatives and project deliverables. Believe in and adopt a “70% agreement, 100% commitment” attitude. DOCUMENTATION – Build high quality roadmaps, strategies, architectural designs and project plans to publicize the work of the department and develop the knowledge of others. AGILE WORK METHODS – Organizes work and continuous improvement ideas through effective Agile iterative work planning and execution. Establishes and refines a healthy backlog organized through well-documented epics and stories. Able to adjust to changing priorities on the fly. Maintains a keen eye on opportunities to improve user experience, efficiency, regulatory compliance, or cost savings. Drives resolutions to production. CHANGE MANAGEMENT – Learns and follows the banks change and release management processes. RISK MANAGEMENT – Understands and applies a risk-based approach to work prioritization and delivery. Can assess technology solutions for risk through multiple lenses and articulate effectively with risk partners and leadership. SUBJECT MATTER EXPERT – Act as an expert resource for multiple DWT technology stack components. Stays abreast of industry trends and technology advancements and assesses their value to the bank. Qualifications Bachelor's Degree and 6 years of experience in Applications development, applications analysis or systems engineering OR High School Diploma or GED and 10 years of experience in Applications development, applications analysis or systems engineering Skill(s): Previous leadership for technical implementation, Knowledge of Standard Development Life Cycles (like Waterfall or Agile), Knowledge of system and data design Skills/Experience: 3+ years working with MECM, JAMF, Intune, Citrix, and Active Directory 2+ years working on an endpoint operations or engineering team in the financial industry 1+ years in an Agile delivery environment 1+ years using Jira, Confluence or Azure DevOps Familiarity with the FFIEC Architecture, Infrastructure, and Operations Book and applying regulatory requirements to technology operations. Skills/Experience preferred: Advanced product knowledge of MECM, Intune, Windows 10 and 11 servicing, Office ProPlus servicing, Powershell, Azure, Active Directory, vSphere, Citrix, and JAMF Experience managing technical teams in a medium to large organization Proven ability to mentor and grow the skillsets of team members Experience managing third-party outsourcing providers to deliver global services Advanced management of Windows infrastructure. This job posting is expected to remain active for 30 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants. If hired in North Carolina, the base pay for this position is generally between $110,150 and $165,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment. First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits #LI-LM1