It Manager - Technical Field Support

About Northern Trust:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.
Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.
Role: IT Manager - Technical Field Support
Introduction:
Responsible for managing highly skilled technical support personnel in providing exceptional end-user support experience. This individual is expected to collaborate and work across the aisles in finding solutions to common IT problems regarding PC hardware/software, Microsoft tools and products and other IT systems. People responsibilities include conducting the performance management process and staffing decisions.
Job Responsibilities:

• Oversee IT operational support for Northern Trust Executives and High-touch staff including Traders. Areas of focus to include - End-user device support, Digital workplace tools/products and other technologies.
• Partner with other IT Teams to provide pro-active communication, guidance and technical support for users, especially on end-user impacting updates and change. This requires the individual to stay up to date on projects and key activities happening across the IT organization.
• Ensure 'Operational Readiness' for changes impacting supported customers. Collaborate with Product, Engineering and IT security Teams.
• Stay involved in projects. Participate in analysis, development, testing, and implementation/integration of end user impacting tools, systems, hardware and software packages.
• Oversight of Northern Trust global physical Tech Bars (8) and Virtual Tech Bar - Ensure consistency, leverage best practices, provide monthly reporting.
• Support for Windows 10/11. Third party trading applications - (ex. Bloomberg, 360 Treasury systems, BARX, Bex.)
• Leverage tools to enhance technical support - Azure Sentinel, Liquidware, ServiceNow, PowerBI
• Oversight for Managed Services Contractors within support teams.
• Ensure Service Levels across support activities and other associated areas within end-user computing environment. Service Now ticket management /EUC Assets / Knowledge Base management
• Provide regular updates and reporting to management.

Skills and Experience:

• Relentless focus on improving IT operational and support experience for end users.
• Prior experience managing IT support teams. Experience managing high-touch teams is plus.
• Knowledge of computer hardware, network, Microsoft O365 products
• Organized - able to manage team workload and customer requests. Leverage internal tools to enhance knowledge sharing.
• Strong communicator and change agent.
• Ability to work under pressure.

Working with Us:
As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.
Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.
We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater
Reasonable accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.
We hope you're excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.
Apply today and talk to us about your flexible working requirements and together we can achieve greater.